Service Level Agreement
Effective Date: April 2026
Pre-launch commitments. Vertos AI is a founder-led company working with its first cohort of customers. The commitments below are what we actively target and stand behind today — not legacy SaaS-scale promises we can't meet. Enterprise customers who need formal minute-level uptime guarantees, 24/7 on-call, or contractual service credits should contact us for a custom agreement before signing.
1. Service Availability Target
Vertos AI's platform runs on Vercel, Supabase, Railway, and Twilio — all enterprise-grade infrastructure providers whose underlying uptime typically exceeds 99.9%.
Our target: ~99.5% monthly uptime for the Vertos AI application layer across all paid tiers. This is a target, not a contractual guarantee. We monitor uptime and publish it on our status page.
Enterprise customers who need a formal uptime SLA with contractual service credits can negotiate one as part of an annual agreement. Contact sales@vertosai.com.
1.1 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (notified ≥24 hours in advance)
- Downtime caused by upstream providers (Vercel, Supabase, Railway, Twilio, Stripe, Clerk, OpenAI, Anthropic)
- Issues caused by customer configuration or data
- Force majeure events (natural disasters, widespread internet outages)
- Integration outages on third-party platforms (e.g. Angi, Thumbtack, HomeAdvisor, Twilio SMS delivery delays)
2. Support Response
Support is provided during business hours: Monday–Friday, 9am–6pm ET. We are a small, founder-led team — you won't get a tier-1 script or a chatbot. After-hours outages that affect message delivery or lead capture are monitored and responded to on a best-effort basis.
| Severity | Target Initial Response | Description |
|---|---|---|
| Critical | Same business day | Platform is down or leads are not being captured |
| High | Within 1 business day | A specific feature or integration is broken for you |
| Normal | Within 2 business days | Question, configuration help, or feature request |
These are targets for initial response, not resolution. Resolution time depends on the issue and may involve upstream providers.
3. How to Reach Support
- Email: support@vertosai.com
- For urgent outages affecting lead capture, include [URGENT] in the subject line.
- Enterprise customers with a custom agreement may have a dedicated Slack channel and phone escalation path.
4. Service Credits
The standard monthly plans do not carry contractual service credits tied to uptime percentages. Instead:
- If Vertos AI causes an outage that prevents your leads from being captured or responded to, we will investigate promptly and, where we determine it was our fault, offer a prorated credit against the next invoice at our discretion.
- Credits are applied to future invoices and are not paid as cash.
- Customers on custom Enterprise agreements have service credits defined in their own contract.
5. What the SLA Covers
The SLA covers:
- The Vertos AI web application and dashboard
- Inbound lead capture endpoints (webhooks, email parsing)
- The AI qualification layer
- Outbound SMS via our Twilio integration
The SLA does not cover:
- Third-party integrations (Angi, Thumbtack, HomeAdvisor, Gmail, ServiceTitan, etc.) — if those providers have outages or change their APIs, Vertos AI will adapt as quickly as possible but cannot guarantee continuity.
- Customer-side configuration (e.g. incorrect phone numbers, revoked OAuth tokens, expired credentials)
- Custom workflows or integrations built outside the standard product scope
6. Changes to This SLA
As Vertos AI grows and our operational capacity expands, we may update this SLA to offer firmer commitments (formal uptime percentages, contractual service credits, 24/7 support tiers). Any changes will be posted to this page with a new effective date, and material changes will be emailed to active customers.
7. Contact
Questions about this SLA, or interested in a custom Enterprise agreement?
Email: sales@vertosai.com