1. Service Availability Commitment
VisionTech commits to the following uptime guarantees for our production services:
| Service | Uptime SLA | Monthly Downtime Allowed |
|---|---|---|
| VaultV Cloud (Enterprise) | 99.99% | 4.32 minutes |
| VaultV Cloud (Professional) | 99.95% | 21.6 minutes |
| VaultV Cloud (Starter) | 99.9% | 43.2 minutes |
| XTheme Marketplace | 99.9% | 43.2 minutes |
2. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly bill |
| 95.0% - 99.0% | 25% of monthly bill |
| Below 95.0% | 50% of monthly bill |
3. Exclusions
The following are not counted toward downtime:
- Scheduled maintenance (with 48-hour advance notice)
- Force majeure events
- Issues caused by customer actions or configurations
- Third-party service provider outages
- DDoS attacks beyond our mitigation capacity
4. Support Response Times
| Priority | Definition | Response Time |
|---|---|---|
| Critical (P1) | Service completely unavailable | 15 minutes |
| High (P2) | Major feature impacted | 1 hour |
| Medium (P3) | Minor feature impacted | 4 hours |
| Low (P4) | General inquiries | 24 hours |
5. Claiming Service Credits
To claim service credits:
- Submit a claim within 30 days of the incident
- Include dates, times, and description of the outage
- Contact [email protected] with your claim
6. Contact
For SLA-related questions or to report an incident:
Email: [email protected]
Status Page: status.vaultv.co