Service Level Agreement

Effective Date: January 2025

1. Service Availability

1.1 Uptime Commitment

Vertos AI commits to the following availability targets for our automation platform:

Plan	Monthly Uptime SLA	Max Monthly Downtime
Starter Plans	99.5%	~3.6 hours
Professional Plans	99.9%	~43 minutes
Enterprise Plans	99.95%	~22 minutes

1.2 Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows (with minimum 72-hour advance notice)
Force majeure events (natural disasters, war, government actions)
Issues caused by customer's systems, networks, or third-party integrations
Features explicitly labeled as beta or preview
Downtime resulting from customer-requested changes or customizations

1.3 Service Measurement

Uptime is measured from our monitoring systems and calculated as the percentage of time the core platform services are available during a calendar month, excluding scheduled maintenance.

2. Service Credits

If we fail to meet the applicable SLA, eligible customers may receive service credits upon request:

Monthly Uptime	Service Credit
Below SLA but ≥ 99%	10% of monthly fee
Below 99% but ≥ 95%	25% of monthly fee
Below 95%	50% of monthly fee

Important: Service credits must be requested within 30 days of the incident. Maximum credit per month is 50% of the monthly fee. Credits are applied to future invoices and are not redeemable for cash.

3. Support Response Times

We provide support based on issue severity. Response times are measured during business hours (Monday-Friday, 8am-6pm CST) unless otherwise specified for your plan.

Severity	Definition	Initial Response	Resolution Target
Critical	Service unavailable, data loss risk, all users affected	15 minutes	4 hours
High	Major feature broken, significant impact, no workaround	1 hour	8 hours
Medium	Feature issue with workaround available	4 hours	48 hours
Low	Minor issue, general question, feature request	24 hours	Best effort

Enterprise customers may have custom support terms including 24/7 coverage and dedicated support contacts.

4. Maintenance Windows

Scheduled Maintenance: Standard maintenance window is Sundays 02:00-06:00 UTC. Customers receive minimum 72-hour advance notice via email and in-app notification.

Emergency Maintenance: May be performed as needed for critical security patches or system stability issues. We provide as much notice as circumstances allow.

Notifications: Maintenance notices are communicated via email, in-app banner, and our status page.

5. Data Protection

Backups: Customer data is backed up daily with 30-day retention. Enterprise customers may request custom backup schedules.

Recovery Point Objective (RPO): Maximum 24 hours of data loss in the event of a disaster.

Recovery Time Objective (RTO): Target restoration of service within 4 hours for critical system failures.

6. Requesting Service Credits

To request a service credit:

Submit a request to support@vertosai.com within 30 days of the incident
Include your account information and the date/time of the service disruption
Our team will verify the incident against our monitoring data
Approved credits will be applied to your next billing cycle

7. SLA Modifications

We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before they take effect. Continued use of our services after changes become effective constitutes acceptance of the updated SLA.

8. Contact

For SLA-related inquiries, service credit requests, or to report an issue:

Support: support@vertosai.com

Status Page: vertosai.com/status

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