Service Level Agreement
This Service Level Agreement ("SLA") applies to paid vumyo tiers. The Free tier is provided "as available" without uptime commitments.
Uptime commitment
| Tier | Monthly uptime target | Service credit at miss |
|---|---|---|
| Pro | 99.5% | 10% of monthly fee per 0.5% missed |
| Business | 99.9% | 15% of monthly fee per 0.1% missed |
| Enterprise | 99.95% | Negotiated per agreement |
Support response times
| Severity | First response | Restoration target |
|---|---|---|
| P1 — production outage | 1 hour | 4 hours |
| P2 — degraded service | 4 hours | 24 hours |
| P3 — minor / cosmetic | 1 business day | Next release window |
Exclusions
- Scheduled maintenance windows (announced ≥48 hours in advance).
- Force majeure events.
- Failures caused by customer misconfiguration, third-party integrations the customer controls, or use outside the documented limits.
How to claim a service credit
Email /contact with the affected period and incident references. Credits are applied to the next billing cycle once the calendar month has closed.