Service Level Agreement
Effective Date: May 8, 2026 · Last Updated: May 8, 2026
1. Introduction
This Service Level Agreement ("SLA") is incorporated into the Veri-Tech Master Services Agreement and the Terms of Service and sets forth Veri-Tech's commitments regarding Service availability, response times, and Customer remedies. Capitalized terms not defined here have the meaning given in the MSA or Terms of Service.
2. Service Availability
2.1 Uptime Commitment. Veri-Tech commits to making the Production Service available with at least 99.5% Monthly Uptime, calculated per calendar month and excluding Permitted Downtime as defined in §2.4.
2.2 Production Service. "Production Service" means the customer-facing portal at veri-tech.net and the API at api.veri-tech.net.
2.3 Monthly Uptime Calculation. Monthly Uptime is calculated as:
Monthly Uptime = ((Total Monthly Minutes − Unavailable Minutes − Permitted Downtime) / (Total Monthly Minutes − Permitted Downtime)) × 100
"Unavailable Minutes" means the time during which the Production Service is materially unavailable to a substantial portion of authenticated Customers, as measured by Veri-Tech's synthetic monitoring or by reasonable Customer evidence (logs showing 5xx responses or connection failures).
2.4 Permitted Downtime. The following are excluded from Unavailable Minutes:
- (a) Scheduled maintenance announced at least seventy-two (72) hours in advance via the status page or email, not exceeding four (4) hours per calendar month;
- (b) Emergency maintenance reasonably necessary to address security vulnerabilities or imminent service threats, with notice provided as soon as practicable;
- (c) Force majeure events as defined in the MSA;
- (d) Outages caused by Customer's acts or omissions, Customer's third-party software or hardware, or Customer's network connectivity;
- (e) Outages caused by failures of upstream third-party services on which the Service depends (Microsoft Azure, Microsoft Graph API, Vercel, Stripe), to the extent the cause is upstream and not caused by Veri-Tech's configuration of those services;
- (f) Beta or pre-release features explicitly identified as such.
3. Service Credits
3.1 Service-Credit Schedule. If Veri-Tech fails to meet the 99.5% Monthly Uptime commitment, Customer may, upon timely request, receive a Service Credit calculated as follows:
| Monthly Uptime | Service Credit (% of monthly Fees) |
|---|---|
| ≥ 99.5% | 0% (no credit due) |
| ≥ 99.0% and < 99.5% | 10% |
| ≥ 98.0% and < 99.0% | 25% |
| < 98.0% | 50% |
3.2 Annual Subscriptions. For Customers on annual billing, the "monthly Fees" used to calculate Service Credits is one-twelfth (1/12) of the annual subscription Fee for the affected Subscription Plan.
3.3 Claim Process. To receive a Service Credit, Customer must:
- (a) Submit a written claim to support@veri-tech.net within thirty (30) days of the end of the affected calendar month;
- (b) Include evidence of the impacted period (timestamps, logs, or screenshots);
- (c) Be in good standing with respect to payment of all Fees due to Veri-Tech.
3.4 Form of Credit. Service Credits are applied to the next invoice or, if Customer is on its final Subscription Term, refunded to the original payment method within thirty (30) days of Veri-Tech's validation of the claim.
3.5 Maximum Credit. The maximum aggregate Service Credit in any single calendar month is fifty percent (50%) of that month's Fees.
3.6 Sole and Exclusive Remedy. Service Credits are Customer's sole and exclusive monetary remedy for any failure of Veri-Tech to meet the availability commitments in this SLA, except for Customer's right to terminate for material SLA breach as set forth in §3.7.
3.7 Termination for Persistent SLA Breach. If Veri-Tech fails to meet the 99.0% Monthly Uptime commitment in three (3) consecutive calendar months, Customer may terminate the affected subscription upon thirty (30) days' written notice and receive a prorated refund of prepaid Fees for the unused portion of the then-current Subscription Term.
4. Recovery Objectives
4.1 Recovery Time Objective (RTO). Veri-Tech's target Recovery Time Objective for the Production Service is four (4) hours from the time a Severity-0 (full Production Service outage) incident is declared.
4.2 Recovery Point Objective (RPO). Veri-Tech's target Recovery Point Objective is one (1) hour, meaning that in the event of a catastrophic data-loss incident, no more than one hour of Customer Data is expected to be lost.
4.3 Disaster Recovery Testing. Veri-Tech tests its disaster recovery procedures at least annually and documents the test results internally for audit response.
5. Support Response Times
Veri-Tech provides support via support@veri-tech.net. The following are target initial response times during business hours (Monday–Friday, 9:00 AM – 6:00 PM Eastern Time, excluding U.S. federal holidays). Response time means time-to-first-substantive-response, not time-to-resolution.
| Severity | Description | Target Response (Pro/Enterprise) | Target Response (Starter) |
|---|---|---|---|
| Critical | Production Service outage; data loss; security incident | 2 business hours, 24/7 for security incidents | 1 business day |
| High | Major feature unavailable; significant degradation | 1 business day | 2 business days |
| Normal | Functional issue with workaround; usability question | 2 business days | 3 business days |
| Low | Cosmetic issue; documentation question; feature request | 5 business days | 5 business days |
6. Status and Notification
6.1 Status Page. Veri-Tech maintains a public status page reflecting current Service availability and incident updates. Customers may subscribe to status notifications.
6.2 Incident Notifications. For Severity-0 and Severity-1 incidents, Veri-Tech provides status updates at least every four (4) hours during the incident response, in accordance with the Incident Response Policy.
6.3 Security Incident Notifications. Notifications of security incidents involving Customer Data are governed by the Breach Notification Policy, the DPA, and (for HIPAA Customers) the BAA.
7. Exclusions
This SLA does not apply to:
- Beta, alpha, preview, or other pre-release features;
- Free-tier accounts or evaluation accounts;
- The marketing website (separate from the authenticated Production Service);
- Periods during which Customer's account is suspended for non-payment, AUP violation, or other breach.
8. Modifications
Veri-Tech may modify this SLA from time to time. Material changes will be posted at this URL and, if adverse to Customer, communicated by email or in-app notification at least thirty (30) days in advance. For paid annual subscriptions, an adverse modification does not take effect during the then-current Subscription Term unless required by applicable law.
Contact Information
Veri-Tech, Inc.
Support: support@veri-tech.net
Status: veri-tech.net (Trust Center)
Legal: legal@veri-tech.net