Service Level Agreement
Last updated: March 20, 2026
1. Uptime Commitment
Vizora commits to 99.9% uptime for customers on Pro and Enterprise plans, measured on a calendar month basis. Uptime is calculated as the total minutes in the month minus downtime minutes, divided by total minutes in the month. Scheduled maintenance windows are excluded from uptime calculations.
2. Scheduled Maintenance
We perform scheduled maintenance to keep the platform secure and up to date. Maintenance windows are:
- Announced at least 48 hours in advance via email and in-app notification
- Performed during low-traffic windows, typically between 2:00 AM and 6:00 AM UTC
- Kept as brief as possible to minimize disruption
3. Incident Response
We classify incidents by severity and respond accordingly:
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely down | 1 hour | 4 hours |
| High | Service significantly degraded | 4 hours | 24 hours |
| Medium | Minor feature impacted | Next business day | 3 business days |
| Low | Cosmetic or minor issue | Next business day | 5 business days |
4. Service Credits
If monthly uptime falls below the 99.9% commitment, eligible customers receive service credits applied to their next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.5% | 10% of monthly fee |
| < 99.5% but ≥ 99.0% | 25% of monthly fee |
| < 99.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the affected month. Credits are capped at 50% of the monthly subscription fee and are not redeemable for cash.
5. Exclusions
This SLA does not apply to downtime caused by:
- Force majeure events (natural disasters, war, government actions)
- Issues caused by customer actions or configurations
- Third-party service outages (cloud providers, DNS, CDN)
- Scheduled maintenance windows announced in advance
- Features or services labeled as "beta" or "preview"
6. Monitoring
We maintain real-time monitoring of all platform services via automated health endpoints and infrastructure metrics. Customers on Pro and Enterprise plans have access to service status information through the dashboard. A public status page is planned for a future release.
7. Support Channels
- Email: support@vizora.cloud
- In-app support chat (available on Pro and Enterprise plans)
- Priority phone support (Enterprise plans only)
8. Plan Availability
This Service Level Agreement applies to customers on Pro and Enterprise plans. Free and Starter plans are provided on a best-effort basis without uptime guarantees or service credits. Upgrading to a Pro or Enterprise plan activates SLA coverage from the start of the next billing period.
9. Changes to This SLA
We may update this Service Level Agreement from time to time. We will notify you of material changes at least 30 days in advance via email. Changes will not reduce the level of service commitment during an active billing period.
10. Contact
For SLA-related questions or to request service credits, contact us at support@vizora.cloud