Service Level Agreement
Last Updated: 2025-11-23
This Service Level Agreement (“SLA”) is a policy governing the use of the Vekora service (“Service”). This SLA forms part of the Terms of Service between Vekora (“Provider”, “we”, “us”) and the Customer (“you”). Terms not defined herein shall have the meaning set forth in the Terms of Service.
Service Commitment (Uptime)
Section titled “Service Commitment (Uptime)”We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”).
Definitions
Section titled “Definitions”- “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Service was in a state of “Downtime.”
- “Downtime” means a period of time where the Service’s external HTTP API or Application Edge returns a 5XX Server Error rate of greater than 5%, or complete lack of connectivity, as measured by Provider’s server-side monitoring.
- “Maintenance Window” means scheduled maintenance periods notified to you at least 48 hours in advance.
Service Credits
Section titled “Service Credits”In the event we do not meet the Service Commitment, you will be eligible to receive a Service Credit calculated as a percentage of the total charges paid by you for the Service for the billing cycle in which the error occurred.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Claims Process: To receive a Service Credit, you must submit a claim via Support Email within 30 days of the incident. Service Credits are your sole and exclusive remedy for any performance or availability issues.
Support Response Times
Section titled “Support Response Times”We categorize support requests based on severity. We aim to acknowledge and begin troubleshooting within the following timeframes:
- Severity 1 (Critical): Production application down or major malfunction affecting all users.
- Target Response Time: < 1 Hour (24/7)
- Severity 2 (Major): Functionality degraded; significant operational impact.
- Target Response Time: < 4 Hours (Business Hours)
- Severity 3 (General): General questions, feature requests, or minor bugs.
- Target Response Time: < 24 Hours (Business Hours)
Exclusions (SLA Exclusions)
Section titled “Exclusions (SLA Exclusions)”The Service Commitment and Service Credits do not apply to any unavailability, suspension, or termination of the Service performance issues:
- Caused by User Code/Configuration: Resulting from your custom scripts, code, third-party libraries, container configurations, or resource limitations (e.g., OOMKilled events) managed by you.
- Maintenance: That results from a scheduled Maintenance Window.
- Policy Violations: Resulting from suspension or termination of your rights to use the Service in accordance with our Terms of Service or Acceptable Use Policy.
- External Factors: Caused by factors outside of our reasonable control, including Internet access or related problems beyond the demarcation point of our infrastructure (Force Majeure).
- Security Measures: Resulting from urgent actions taken to address a severe security threat or vulnerability as outlined in our Security Policy.
Interaction with Other Policies
Section titled “Interaction with Other Policies”- Security Incidents: Reporting of vulnerabilities or security breaches is not covered by this SLA’s Support Response Times; please refer to the Security Policy and Bug Bounty Policy.
- Data Issues: Issues regarding data integrity, privacy, or processing are governed by the Data Processing Agreement (DPA) and Privacy Policy.