Service Level Agreement

1. Availability Commitment

Venstap targets 99.9% monthly uptime for the core API and web console, excluding scheduled maintenance windows communicated in advance.

2. Support Response Times

• Critical issues (platform unavailable): initial response within 2 business hours
• High-severity issues (major feature unavailable): initial response within 1 business day
• General inquiries: initial response within 2 business days

3. Scheduled Maintenance

Planned maintenance is communicated at least 48 hours in advance where possible and scheduled to minimize disruption to customers.

4. Exclusions

This SLA does not cover downtime caused by factors outside Venstap's reasonable control, including third-party infrastructure outages or customer network issues.

5. Enterprise Terms

Enterprise customers may negotiate custom SLA terms as part of their contract. Contact sales for details.