Service Level Agreement (SLA)
Read about Vera's Service Level Agreement and our commitment to service availability and performance.
Last updated: January 15th, 2025
Service Availability Commitment
Vera is committed to providing reliable and consistent service to our B2B SaaS customers. This Service Level Agreement (SLA) outlines our commitments regarding service availability, performance, and support response times.
Service Level Metrics
| Service Level | Target | Measurement Period |
|---|---|---|
| Service Availability | 99.5% | Monthly |
Service Credits
If we fail to meet our service level commitments, eligible customers will receive service credits as outlined below:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.4% | 5% of monthly service fee |
| 95.0% - 98.9% | 10% of monthly service fee |
| < 95.0% | 25% of monthly service fee |
Maintenance Windows
Scheduled maintenance will be performed during low-usage periods with advance notice:
- Regular Maintenance: Sundays 2:00 AM - 4:00 AM UTC/GMT (with 48-hour notice)
- Emergency Maintenance: As needed with immediate notification
- Planned Updates: 7-day advance notice for major updates
Service Credit Request Process
To request service credits for SLA violations:
- Submit a request to support@getvera.ai within 30 days of the incident
- Include incident details, timestamps, and impact description
- Credits will be applied to your next billing cycle
- Maximum service credits per month: 100% of monthly service fee
Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance windows
- Third-party service outages (AWS, external APIs)
- Customer-caused issues or misconfigurations
- Force majeure events
- Issues related to customer's network or infrastructure
Monitoring and Reporting
We continuously monitor our service performance and provide:
- Proactive incident notifications via email and in-app alerts
- Detailed post-incident reports for critical issues
Contact Information
For SLA-related inquiries or to report service issues:
- Email Support: Available 24/7 for all customers at support@getvera.ai
- In-App Chat: Available during business hours (9 AM - 6 PM GMT)
SLA Updates
This SLA may be updated from time to time in line with our Terms and Conditions. Continued use of our service after such changes constitutes acceptance of the updated SLA.