Service Level Agreement (SLA)
Version: v1.2 — 2026-08-19 Effective date: 2026-07-23 (v1.1 amendments effective 2026-08-18)
This SLA applies to paid plans from the Effective date above. Uptime is measured from Vestibo's monitoring at the load-balancer layer; the public status page shows current service status (see § 6). Free plans, trials, and beta / experimental features are excluded (see the scope below and § 4).
This Service Level Agreement ("SLA") is incorporated into the Terms of Service for paid plans of the Vestibo platform (the "Service"). It does not apply to free plans, free trials, beta or experimental features, or features delivered under a separate written agreement.
Capitalised terms not defined here have the meaning given in the Terms of Service.
1. Uptime commitment
| Plan | Monthly Uptime Percentage |
|---|---|
| Solo | 99.5 % |
| Team | 99.9 % |
| Enterprise | 99.9 % |
Clinic (HIPAA-eligible) tier — suspended (2026-08-18). The Clinic tier is not currently offered or purchasable, and no customer has subscribed to it. The uptime and support commitments that v1.0 of this SLA listed for the Clinic tier are suspended and will be re-published — and may be revised — if and when the tier becomes available. Enterprise plans are sold only under a separately negotiated agreement; where that agreement states different service levels, it controls.
"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the total number of minutes of Downtime in that calendar month, divided by the total number of minutes in that calendar month.
"Downtime" means a period of one (1) consecutive minute or longer during which the Service is unavailable to send and receive production requests at the rate Customer typically transmits them, excluding Excluded Events under § 4.
Uptime is measured from Vestibo's monitoring at the load-balancer
layer (load-balancer health, error-rate, and latency metrics and
alarms). The public status page at https://vestibo.com/status
shows current service status; it does not yet publish historical
uptime figures (see § 6). Service Credit requests are validated
against the underlying monitoring records (§ 5).
2. Service credits
If the Monthly Uptime Percentage falls below the commitment in § 1 for a given calendar month, Customer is entitled, on written request made within thirty (30) days of the end of that month, to the following Service Credit, calculated as a percentage of the monthly recurring fees Customer paid for the affected plan in that month:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < commitment but ≥ 99.0 % | 10 % |
| < 99.0 % but ≥ 95.0 % | 25 % |
| < 95.0 % | 50 % |
Service Credits are issued as a credit against Customer's next invoice. They are the sole and exclusive remedy for any failure of Vestibo to meet the SLA, except in the case of gross negligence, wilful misconduct, or fraud.
3. Support response times
Support is provided by email at support@vestibo.com. Response
times are measured from the
time a ticket is opened to the time Vestibo provides a substantive
first response (not an autoreply).
| Severity | Definition | Solo | Team | Enterprise |
|---|---|---|---|---|
| SEV 1 — Service-wide outage or a security incident actively affecting Customer Data | The Service is completely unavailable for Customer's tenant, or a confirmed security incident is in progress. | 4 business hours | 1 hour, 24×7 | 30 minutes, 24×7 |
| SEV 2 — Major feature degraded | A primary feature (voice, SMS, dashboard login, deploy) is materially impaired without a reasonable workaround. | 1 business day | 4 business hours | 2 hours, 24×7 |
| SEV 3 — Minor functional issue | A non-blocking bug or a question with a reasonable workaround. | 2 business days | 1 business day | 1 business day |
| SEV 4 — Cosmetic / how-to / question | No functional impact. | 5 business days | 2 business days | 2 business days |
"Business hours" are 09:00–18:00 Eastern US time, Monday through Friday, excluding US federal holidays.
Entries marked "24×7" are response-time commitments: the clock runs around the clock, including outside business hours, and a missed target is a missed commitment under this SLA. They are not a representation about staffing — as the Security Overview § 12 discloses, Vestibo does not operate a 24×7 on-call rotation or a paging service today, and off-hours response depends on the founding team being reachable directly.
For SEV 1, email urgent@vestibo.com for fastest routing.
4. Excluded events
Downtime under § 1 does not include unavailability resulting from:
- scheduled maintenance announced at least seventy-two (72) hours in advance by email (and on the status page where available);
- emergency maintenance to address a security vulnerability or active incident, where Vestibo provides as much advance notice as reasonably possible;
- factors outside Vestibo's reasonable control, including failures of internet backbone, DDoS attacks, force majeure events under the Terms § 15;
- failures of Customer's own equipment, software, or third-party integrations (Google, Acuity, HubSpot, Salesforce, Stripe, etc.) — measured via the relevant integration health signal;
- Customer's misuse of the Service in violation of the Terms or the AUP;
- suspension or termination of Customer's account in accordance with the Terms;
- requests not made through the documented APIs / endpoints (e.g. load testing without prior coordination);
- unsupported configurations or known-broken features documented in the release notes as "beta" or "experimental".
5. Reporting and credits process
To request a Service Credit, Customer must send a written request to
support@vestibo.com within thirty (30) days of the end of the
affected month, including:
- the affected month and tenant identifier;
- a description of the perceived impact;
- the approximate Downtime windows;
- supporting evidence where available.
Vestibo will validate the request against its uptime monitoring within ten (10) business days and apply any approved credit on the next invoice.
6. Status page
Real-time service status for the platform's main components is
published at https://vestibo.com/status. Incident history,
scheduled-maintenance notices, long-term uptime history, and status
subscriptions (email / RSS / webhook) are planned; until they ship, we
announce scheduled and emergency maintenance by email to the address
on your account.
7. Changes
Vestibo may amend this SLA on at least thirty (30) days' notice to the email address on Customer's account. Amendments do not reduce the commitment for any month already paid for at the time of the amendment.
Changelog
- v1.2 (2026-08-19) — § 3 now states plainly what the "24×7" entries are and are not. They remain response-time commitments and no number changed; the added paragraph discloses that Vestibo does not operate a 24×7 on-call rotation or paging service today, so § 3 cannot be read alone as a representation about staffing. Nothing is weakened — the commitments and their clock are unchanged, and the disclosure matches Security Overview § 12.
- v1.1 (2026-08-18) — Clinic (HIPAA-eligible) commitments suspended: the tier is not currently offered, is not purchasable, and no customer has subscribed to it, so no existing customer commitment is reduced by this change. Enterprise row narrowed to the standard 99.9 % commitment — single-tenant / self-hosted and active-active multi-AZ variants are not currently offered; enterprise service levels are set in the negotiated agreement. Corrected the uptime-measurement description to match current monitoring: metrics and alarms exist at the load-balancer layer, the status page shows current service status, and historical uptime figures are not yet published (§ 6 already said so; § 1 now matches it). Commitments to Solo and Team plans are unchanged.
- v1.0 (2026-07-23) — first published version; rebranded to Vestibo and reconciled to the current product.
- v0.1 (2026-05-16) — initial internal draft.