Service Level Agreement
Our commitment to reliability, uptime, and exceptional support for your business.
Uptime commitments by plan
| Plan | Uptime SLA | Support Response |
|---|---|---|
| Starter | 99.5% | Email (48h) |
| Professional | 99.9% | Priority (24h) |
| Business | 99.95% | Priority (4h) |
| Enterprise | 99.99% | 24/7 (1h) |
What's included
Response Times
- Critical issues: 1 hour (Enterprise)
- High priority: 4 hours (Business+)
- Medium priority: 24 hours
- Low priority: 48 hours
Uptime Guarantee
- 99.99% uptime for Enterprise
- 99.95% uptime for Business
- 99.9% uptime for Professional
- Automatic credits for SLA breaches
Support Channels
- In-app live chat
- Email support
- Phone support (Business+)
- Dedicated CSM (Enterprise)
Service credits
If we fail to meet our uptime commitments, you're entitled to service credits:
- 99.0% - 99.9% uptime: 10% credit
- 95.0% - 99.0% uptime: 25% credit
- Below 95.0% uptime: 50% credit
Credits are applied to future invoices and must be requested within 30 days of the incident.
Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance (announced 48 hours in advance)
- Force majeure events
- Issues caused by customer actions or third-party services
- Beta features or preview functionality
Monitoring
We continuously monitor our services and publish real-time status at status.velaflows.com. You can subscribe to receive notifications about incidents and maintenance.
Enterprise SLA
Enterprise customers can negotiate custom SLAs tailored to their specific needs, including dedicated infrastructure, custom uptime guarantees, and priority support arrangements.