Service Level Agreement (SLA)
Version: v1.0 — 2026-07-23 Effective date: 2026-07-23
This SLA applies to paid plans from the Effective date above. Uptime is measured at the load-balancer layer and reported on the public status page; 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 % |
| Clinic (HIPAA-eligible) | 99.9 % |
| Enterprise (incl. single-tenant / self-hosted) | 99.9 % (single-region) or 99.95 % (active-active multi-AZ on request) |
"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 by Vestibo's monitoring at the load-balancer
layer and reflected on the public status page at
https://vestibo.com/status.
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 | Clinic / 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.
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
- v1.0 (2026-07-23) — first published version; rebranded to Vestibo and reconciled to the current product.
- v0.1 (2026-05-16) — initial internal draft.