Uptime targets
| Plan | Monthly uptime target | Allowed monthly downtime |
|---|---|---|
| Free | Best-effort, no commitment | n/a |
| Pro | 99.5% | ~3h 39m |
| Business | 99.9% | ~43m |
| Enterprise | 99.95% (negotiable) | ~22m |
Measurement methodology
"Uptime" means the percentage of one-minute intervals during a calendar month in which the Veirox API responded successfully (HTTP 2xx) to a synthetic health probe at /health/live. Probes run from at least three independent regions every 60 seconds via Better Uptime (or equivalent third-party monitor). The status page at status.veirox.com publishes the canonical measurements.
In-scope services
The SLA covers:
- The REST API at
https://veirox.com/api/* - The console at
https://console.veirox.com/* - Webhook ingestion at the configured webhook URLs
- Veirox Connect WebSocket reachability (broker side; agent side is your infrastructure)
Exclusions
Downtime caused by the following does NOT count against the target:
- Scheduled maintenance announced ≥48h in advance via the status page (capped at 2h/month).
- Force majeure (natural disaster, internet backbone outage, government action).
- Customer-induced issues (misconfiguration, exceeded quotas, key revocation).
- Failures of third-party providers that fan out to all customers (e.g., Anthropic API outage, DigitalOcean region outage). We'll still publicly acknowledge these on the status page.
- Customer's own infrastructure (connector host outages, customer's network).
Credit schedule
If we miss the target in a billing month, eligible Customers may request a service credit:
| Achieved uptime | Credit (% of monthly fee) |
|---|---|
| ≥ target | 0% |
| ≥ 99.0%, < target | 10% |
| ≥ 95.0%, < 99.0% | 25% |
| < 95.0% | 50% |
Credits apply to the next month's invoice. They are not refunded as cash. Maximum credit per month is 50% of the monthly fee.
How to claim a credit
- Email billing@veirox.com within 30 days of the end of the affected month.
- Include: your org slug, dates / times of the unavailability, and (if you have them) probe records corroborating the outage.
- We respond within 7 business days, cross-checking against status-page records.
- If approved, credit appears on the next invoice.
Enterprise SLAs
Enterprise customers may negotiate higher uptime targets, broader scope (per-component SLAs), faster response-time commitments, and custom credit schedules in their MSA. Email sales@veirox.com to discuss.
Changes
Material changes are announced 30 days in advance via email to org owners.