Legal · SLA
Service Level Agreement
Effective date: 2026-05-14 · Version 1.0
This SLA applies to Growth and Enterprise plan customers. Custom SLA terms with stricter targets and higher credit percentages are available on Enterprise. Contact [email protected] to negotiate.
1. Availability commitment
DataVibe commits to 99.9% monthly uptime for the gate interception API (/v1/gate/outbound) and the dashboard approval queue. Uptime is measured as the percentage of minutes in the calendar month during which the service is available and responding within the p99 latency threshold.
Exclusions: Scheduled maintenance (announced ≥48h in advance), third-party provider outages (Neon, Vercel, Render, Stripe), customer-caused downtime, force majeure events.
2. 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 chain | 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 | — |
3. Service credits
Service credits are calculated as a percentage of the monthly subscription fee for the affected service and applied to the next invoice. Credits are the sole and exclusive remedy for SLA breaches.
- Credits must be requested within 30 days of the incident.
- Credits are not transferable and have no cash value.
- Total credits in any monthly period shall not exceed 30% of the monthly fee.
- Credits do not apply to outages caused by customer misconfiguration, third-party providers, or force majeure.
4. Reporting and status
Real-time platform status is available at /status. Historical incident reports are published within 5 business days of resolution. Monthly uptime reports are available on request for Enterprise customers.
5. Custom SLA (Enterprise)
Enterprise customers may negotiate custom SLA terms including higher uptime commitments (up to 99.99%), stricter response targets, dedicated on-call contacts, and higher credit percentages. Contact [email protected].