Vile AnalyzizService Level Agreement
Last updated: March 2026
This Service Level Agreement (“SLA”) describes the availability commitments and support terms for Vile Analyziz. This SLA applies to all paid plans. The Free plan does not include availability commitments.
1. Service Availability
We commit to maintaining the following monthly uptime percentages for the platform (portal, API, and analysis pipeline):
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Free | No commitment | N/A |
| Pro | 99.5% | ~3 hours 39 minutes |
| Business | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
Uptime is measured as the percentage of total minutes in a calendar month during which the core services (file upload, analysis pipeline, portal API, and report access) are operational and responding to requests.
2. Exclusions
The following are excluded from availability calculations:
- Scheduled maintenance windows (communicated at least 48 hours in advance via email to account owners)
- Outages caused by factors outside our reasonable control, including internet connectivity issues, DNS propagation delays, or third-party service failures
- Actions or inactions of the customer, including misconfigured integrations or API misuse exceeding rate limits
- Features labeled as beta, preview, or experimental
3. Service Credits
If we fail to meet the uptime commitment for your plan in any calendar month, you may request a service credit:
| Actual Uptime | Credit (% of Monthly Fee) |
|---|---|
| Below SLA but above 99.0% | 10% |
| Below 99.0% but above 95.0% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the end of the affected month. Credits are applied to future invoices and do not exceed 50% of the monthly fee. Credits are the sole and exclusive remedy for availability failures.
4. Support
All plans include access to documentation, knowledge base, and community support. Paid plans include email support with the following response time targets:
| Severity | Pro | Business | Enterprise |
|---|---|---|---|
| Critical (service down) | 4 hours | 2 hours | 1 hour |
| High (major feature impaired) | 8 hours | 4 hours | 2 hours |
| Normal (general questions) | 2 business days | 1 business day | 4 hours |
Response times are measured during business hours (Monday-Friday, 9 AM-6 PM ET), except for Critical severity on Enterprise plans which are monitored 24/7.
5. Incident Communication
During service disruptions, we will communicate status updates via email to affected account owners. Post-incident reports are provided for any outage lasting longer than 30 minutes on paid plans.
6. Changes to This SLA
We may update this SLA from time to time. Changes that reduce commitments will be communicated at least 30 days in advance. The current version always applies to the current billing period.