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

PlanMonthly Uptime TargetMax Monthly Downtime
StarterDefined in Order FormDefined in Order Form
BusinessDefined in Order FormDefined in Order Form
EnterpriseDefined in Order FormDefined in Order Form

Uptime is measured at the API endpoint level, excluding scheduled maintenance.

3. Latency Targets

EndpointP50P95P99
/api/v1/decide-edgeDefined in Order FormDefined in Order FormDefined in Order Form
/api/v1/decideDefined in Order FormDefined in Order FormDefined in Order Form
/api/v1/trackDefined in Order FormDefined in Order FormDefined in Order Form

Latency measured from edge location to response. Network transit time not included.

4. Support Response Times

SeverityDescriptionInitial Response
P1 - CriticalService unavailable, data breachRapid response
P2 - HighDegraded performance, partial outagePriority response
P3 - MediumNon-critical issue, workaround existsStandard response
P4 - LowGeneral inquiry, feature requestBest-effort response

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 UptimeCredit Percentage
Below targetTiered credits (per Order Form)
Materially below targetTiered credits (per Order Form)
Severe outageTiered credits (per Order Form)

Maximum credit and eligibility are defined in your Order Form. Credits must be requested within 30 days.

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:

  1. Email support@verifystack.io within 30 days
  2. Include your account ID and affected time period
  3. Describe the impact on your service

We will respond within 5 business days with credit determination.

9. Contact

For SLA-related questions: