Legal · SLA
Service Level Agreement
Effective date: 2026-07-15 · Version 1.1 · Growth and Enterprise paid plans
Exclusive remedy. Service credits described here are your sole and exclusive remedy for failure to meet availability or support response commitments in this SLA. This SLA does not cover accuracy of policy verdicts, false positives/negatives, legal/regulatory compliance of content you send, or losses from content that passed, was blocked, or was queued by the Service.
Applies to Growth and Enterprise customers with an active paid subscription. Starter / free / trial plans receive best-effort support only. Custom SLA terms are available on Enterprise: [email protected].
1. Covered services
This SLA covers (a) the gate interception API (/v1/gate/outbound and /v1/check equivalents documented in product docs) and (b) the authenticated dashboard approval queue write/read path. Marketing pages, demo sandboxes, research pages, and optional AI assistants are excluded.
2. Availability commitment
DataVibe commits to 99.9% monthly uptime for Covered Services. Uptime is measured as the percentage of minutes in the calendar month during which the Covered Service accepts authenticated requests and returns a non-5xx response within published p99 latency budgets (or, if none published, 2 seconds for gate scan endpoints under normal payload size limits).
Exclusions from downtime: scheduled maintenance announced ≥48h in advance; customer misconfiguration; network/ISP issues outside our control; third-party provider outages (including Neon, Vercel, Render, Cloudflare, Stripe, Resend, model providers); force majeure; beta or preview features; traffic exceeding plan rate limits; DDoS or abuse mitigation that temporarily drops malformed or abusive traffic.
3. Response and resolution targets
| Severity | Description | Initial response | Target resolution | Service credit |
|---|---|---|---|---|
| P1: Critical | Platform unavailable or gate interception failing for all customers | 2 hours | 8 hours | 10% |
| P2: High | Significant degradation affecting gate decisions, queue, or audit write path | 8 hours | 24 hours | 5% |
| P3: Medium | Non-critical functionality impaired (notifications, analytics, reporting) | 48 hours | 5 business days | 2% |
| P4: Low | Cosmetic issues, documentation requests, feature questions | 5 business days | Best effort | — |
Response/resolution clocks run during the support coverage window for your plan (Enterprise: 24×7 for P1; Growth: business hours UTC−5 to UTC+1 for P2–P4 unless otherwise stated on your order form). Targets are goals, not separate liquidated damages beyond the credit table.
4. Service credits
Credits are a percentage of the monthly subscription fee for the affected Covered Service and are applied to the next invoice. Credits are not cash, not transferable, and do not roll beyond the next billing cycle unless we agree in writing.
- Request credits within 30 days of the incident via [email protected] with timestamps and workspace ID.
- Total credits in any calendar month will not exceed 30% of that month's subscription fee.
- Credits do not apply to excluded downtime categories in Section 2.
- If monthly uptime falls below 99.0%, credit for that month is 25% (still subject to the 30% cap).
5. Customer responsibilities
You must implement reasonable retries with backoff, respect rate limits, keep API keys secure, and maintain current contact emails for incident notices. Failures caused by Client-side outages, incorrect fail-open configuration, or third-party dispatch providers you choose are not SLA breaches.
6. Reporting and status
Real-time status: /status. Material incident summaries are published within 5 business days of resolution when they affect multiple customers. Monthly uptime attestations are available on request for Enterprise.
7. Relationship to Terms
This SLA supplements the Terms of Service. Liability limits in the Terms still apply. Nothing in this SLA expands warranties about policy accuracy or regulatory outcomes.