Service Level Agreement
Last Updated: January 26, 2026 | Effective: January 26, 2026
1. Scope
This Service Level Agreement ("SLA") applies to paid VerifyStack subscriptions. Launch access usage is provided without uptime guarantees.
2. Availability Target
| Plan | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| Free Tier | Best effort (no guarantee) | — |
| Growth | 99.9% | ≈43 minutes |
| Enterprise | 99.99% | ≈4.3 minutes |
Uptime is measured at the API endpoint level, excluding scheduled maintenance.
3. Latency Targets
| Endpoint | P50 | P95 | P99 |
|---|---|---|---|
| /api/v1/analyze | < 6 ms | < 14 ms | < 28 ms |
| /api/v1/decide | < 8 ms | < 18 ms | < 35 ms |
| /api/v1/feedback | < 10 ms | < 24 ms | < 45 ms |
Latency measured from edge location to response. Network transit time not included.
4. Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| P1 - Critical | Service unavailable, data breach | 15 minutes (24/7) |
| P2 - High | Degraded performance, partial outage | 4 hours |
| P3 - Medium | Non-critical issue, workaround exists | 1 business day |
| P4 - Low | General inquiry, feature request | 2 business days |
Response times apply during business hours (9am-6pm PT, Monday-Friday) except for P1 issues.
5. Service Credits
If we fail to meet the uptime target, you are eligible for service credits:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% – 99.9% (Growth) / 99.9% – 99.99% (Enterprise) | 10% of monthly fee |
| 95.0% – 99.0% (Growth) / 99.0% – 99.9% (Enterprise) | 25% of monthly fee |
| Below 95.0% (Growth) / Below 99.0% (Enterprise) | 50% of monthly fee |
Maximum aggregate credit per month is capped at 50% of your monthly fee. Credits must be requested within 30 days of the incident.
6. Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance (announced 48 hours in advance)
- Emergency maintenance to address security vulnerabilities
- Issues caused by customer actions or configurations
- Third-party service outages (payment processors, etc.)
- Force majeure events
- Abuse or violation of our Terms of Service
- Launch access usage
7. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods:
- Standard: Sundays 02:00-06:00 UTC
- Emergency: As needed with immediate notification
Maintenance notifications are sent via:
- Email to account owners
- Status page updates at /status
8. Requesting Credits
To request SLA credits:
- Submit a support ticket within 30 days
- Include your account ID and affected time period
- Describe the impact on your service
We will respond within 5 business days with credit determination.
9. Contact
For SLA-related questions:
- Support: Submit a ticket
- Status Page: verifystack.io/status