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Service Level Agreement

Enterprise only. Last updated: June 4, 2026.

This SLA applies to active Enterprise customers. Free and Pro plans are supported on a best-effort basis without a formal availability or response commitment.

Applicability

This SLA covers the production Veltima web application and the public REST API for accounts whose subscription is on the Enterprise plan and not in cancelled, suspended, or past-due status. It applies from the day Enterprise access is provisioned and remains in effect for the duration of the contract.

Availability target

Veltima targets 99.5% monthly uptime for the production web application and the public API, measured as a calendar-month aggregate.

Uptime is measured from the platform entrypoint and excludes the time periods listed in "Exclusions" below.

Support response target

For service issues reported to the dedicated support address listed in your contract, Veltima targets an initial human response within 4 business hours. Business hours are 09:00–18:00 Europe/Kyiv, Monday through Friday, excluding public holidays.

The response target is for the first reply from a real person — it is not a resolution time. Veltima does not operate a 24/7 staffed network operations center.

How to report an issue

  1. Email the dedicated support address listed in your Enterprise contract. The address is also visible inside /app/billing on your account.
  2. Include the affected URL or API endpoint, the timestamp (with timezone), the request ID if available, and a short description of the expected vs. observed behaviour.
  3. If the issue is impacting production, include the word URGENT in the subject line.

Exclusions

The availability target does not cover downtime caused by:

  • Scheduled maintenance windows announced at least 24 hours in advance to the dedicated support address.
  • Failures of upstream providers outside Veltima's reasonable control (payment gateways, OAuth providers, DNS, transit, third-party CDNs).
  • Customer-initiated misconfiguration, including OAuth credentials, IP allowlists, or webhook destinations the customer controls.
  • Use of features marked as preview, beta, or experimental in the documentation.
  • Force-majeure events as defined in the master agreement.

Remedies

If Veltima fails to meet the monthly availability target in two consecutive calendar months, the customer may request a service credit equal to one twentieth (5%) of the monthly fee for each affected month, applied to the next invoice. Service credits are the exclusive remedy for SLA breaches and are not paid out as cash.

Changes to this SLA

Material changes to this SLA are communicated to the dedicated support address at least 30 days in advance and take effect at the start of the next billing period.

Contact

Pre-sale questions about this SLA: sales@veltima.app. Existing customers should use the dedicated support address in their contract.