Service Level Agreement
Vespasian SLA summary
This SLA summary describes baseline availability and support commitments for paid production subscriptions.
Availability target
- Monthly uptime target: 99.9% for production service endpoints.
- Scheduled maintenance windows are announced in advance when practical.
Support response targets
- Critical outage: initial response target within 4 business hours.
- High severity issue: initial response target within 1 business day.
- Standard issue: initial response target within 2 business days.
Service credits
If uptime falls below the monthly target, eligible customers may request service credits as defined in their subscription agreement.
Exclusions
- Planned maintenance communicated in advance.
- Outages caused by customer systems, third-party identity platform outages, or misuse.
- Force majeure events beyond reasonable operational control.