Service Level Agreement

This Service Level Agreement ("SLA") describes the service levels VeriStay commits to for customers on paid subscription plans. It forms part of our Terms and Conditions.

1. Service Availability

1.1 Uptime Commitment

VeriStay commits to the following monthly uptime percentages:

Plan	Monthly Uptime	Max Downtime/Month
Free	No SLA	-
Starter	99.5%	~3.6 hours
Pro	99.9%	~43 minutes
Enterprise	99.95%	~22 minutes

1.2 Uptime Calculation

Monthly Uptime Percentage is calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

Downtime means periods when the core VeriStay Services are unavailable or materially impaired, excluding:

Scheduled maintenance (with at least 48 hours' notice)
Issues caused by factors outside our control (force majeure)
Issues caused by your equipment, software, or network
Issues caused by your misuse of the Services
Issues with third-party services or APIs

2. Performance Targets

2.1 API Response Time

Metric	Target
API p50 response time	< 200ms
API p95 response time	< 500ms
API p99 response time	< 1 second

2.2 AI Processing Time

AI Type	Target (p95)
Fast AI (per capture)	< 5 seconds
Deep AI (per inspection)	< 30 minutes

Note: AI processing times are targets, not guarantees. Processing times may vary based on image quality, complexity, and system load. Deep AI priority is tier-dependent.

3. Maintenance Windows

3.1 Scheduled Maintenance

Window: Sundays 02:00-06:00 UTC
Notice: At least 48 hours in advance via email and status page
Frequency: Typically once per month

3.2 Emergency Maintenance

In rare cases, emergency maintenance may be required without advance notice to address security vulnerabilities or critical issues. We will provide updates via our status page.

4. Support Response Times

4.1 Support Channels

Email: info@veristay.app
Help Centre: Available to all users
Priority Support: Pro and Enterprise plans
Phone Support: Enterprise plan only

4.2 Response Time Targets

Severity	Definition	Starter	Pro	Enterprise
Critical (P1)	Service completely unavailable	24 hours	4 hours	1 hour
High (P2)	Major feature impaired, no workaround	48 hours	8 hours	4 hours
Medium (P3)	Feature impaired, workaround available	5 business days	24 hours	8 hours
Low (P4)	General questions, minor issues	10 business days	48 hours	24 hours

Business hours: Monday-Friday, 09:00-18:00 UK time (excluding UK bank holidays).

Enterprise: 24/7 support for P1 and P2 issues.

5. Service Credits

5.1 Eligibility

Service credits apply to Starter, Pro, and Enterprise customers when monthly uptime falls below the committed SLA.

5.2 Credit Amounts

Monthly Uptime	Service Credit
< 99.9% (Pro/Enterprise)	10% of monthly fee
< 99.5% (All paid plans)	25% of monthly fee
< 99.0%	50% of monthly fee
< 95.0%	100% of monthly fee

5.3 Claiming Credits

Credits must be requested within 30 days of the incident
Submit a request to info@veristay.app with details of the downtime
Credits will be applied to your next invoice
Credits are capped at 100% of monthly fees and cannot be redeemed for cash

6. Exclusions

This SLA does not apply to:

Free plan users
Beta or preview features
Downtime during scheduled maintenance windows
Force majeure events (natural disasters, war, government actions)
Downtime caused by your actions or third-party services
Accounts in breach of our Terms and Conditions

7. Monitoring and Reporting

Status Page: Real-time service status at status.veristay.app
Incident Reports: Post-mortems provided for significant outages
Monthly Reports: Available to Enterprise customers on request

8. Changes to This SLA

We may update this SLA from time to time. Changes will not reduce service levels for existing customers during their current subscription term.

9. Contact Us

For questions about this SLA:

VeriStay Ltd
128 City Road
London EC1V 2NX
United Kingdom

Email: info@veristay.app