Service Level Agreement
Our commitment to API reliability, performance, and support. This page describes our target service levels and a contract template for Enterprise customers. The final terms are provided in an executed Enterprise agreement.
Alpha note: monitoring and uptime reporting are still being rolled out. Until production telemetry is published on /status, treat these as targets rather than measured guarantees.
Uptime Targets
No uptime guarantee. Service provided as-is with no SLA credits.
Monthly uptime target. Credits available for qualifying outages.
Contracted SLA target with credits: 10% monthly fee per 0.1% below target.
SLA Credit Policy (Enterprise)
* Credits applied as discount to next monthly invoice. Excludes scheduled maintenance and third-party service outages.
Uptime Calculation
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is measured as any period where the API returns HTTP 5xx errors for >1 minute to ≥5% of requests.
Response Time Targets
Our p95 latency targets ensure 95% of requests complete within the specified time:
POST /v1/audit(basic mode)POST /v1/audit(deep mode)GET /v1/audit/{job_id}GET /v1/quotaPOST /v1/webhooksNote: Response times exclude network latency between your server and our API. Targets apply to requests within rate limits during normal operating conditions.
Incident Response
Detection & Notification
- Detection: Automated monitoring detects issues within 5 minutes
- Initial Notification: Status page updated within 15 minutes
- Email Alerts: Enterprise customers notified via email for P0/P1 incidents
- Status Updates: Posted every 30 minutes until resolution
Severity & Resolution Targets
Definition: Service completely unavailable or major functionality broken for all customers
Target Resolution: 1 hour
Example: API returning 503 for all requests
Definition: Significant feature impaired affecting multiple customers
Target Resolution: 4 hours
Example: Webhook delivery failing, deep mode timeouts
Definition: Minor feature issue, workaround available
Target Resolution: 24 hours
Example: Specific issue type not detected, rate limit headers missing
Definition: Question, documentation issue, or enhancement request
Target Resolution: 72 hours
Example: API documentation clarification, feature request
Scheduled Maintenance
- Advance Notice: Minimum 72 hours via email and status page
- Maintenance Window: Saturdays or Sundays, 02:00-06:00 UTC
- Frequency: Maximum once per month
- Impact: Scheduled maintenance is excluded from SLA uptime calculations
- Emergency Maintenance: May occur with reduced notice for critical security patches
Subscribe to Notifications: Get email alerts for scheduled maintenance and incidents at vertaaux.ai/status
Support Response Times
| Plan | P0 Response | P1 Response | P2/P3 Response | Channels |
|---|---|---|---|---|
| Free | N/A | N/A | 72 hours | Email, Community |
| Pro | 4 hours | 8 hours | 24 hours | Email, Chat |
| Enterprise | 1 hour | 4 hours | 12 hours | Email, Chat, Phone, Slack |
Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM UTC) for Free/Pro plans. Enterprise support is available 24/7/365 for P0 and P1 incidents.
SLA Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance with proper notice
- Third-party service provider outages (Vercel, Upstash, Neon, etc.)
- Issues caused by customer's code, infrastructure, or misuse of API
- DDoS attacks or other security incidents
- Force majeure events (natural disasters, acts of war, etc.)
- Beta or preview features explicitly marked as such
Need Enterprise-Grade Reliability?
Contact us for an Enterprise agreement with uptime and response targets, priority support, and dedicated assistance.