SLA Guarantees
99.99% uptime with financial credits
99.99% uptime, in writing, with credits if we miss
Not aspirational. Not a marketing number. A contractual 99.99% availability commitment with automatic service credits when we miss, a public status page, and historical uptime data you can verify.
Overview
Enterprise customers receive a contractual 99.99% monthly uptime SLA — equivalent to no more than 4 minutes 23 seconds of downtime per month. The SLA is measured as the percentage of successful API responses during each calendar month, excluding scheduled maintenance windows announced with at least 14 days notice. When we miss the SLA, service credits are applied automatically to your next invoice — no ticket, no claim process.
Our public status page publishes real-time component status, historical uptime, incident postmortems, and scheduled maintenance windows. Historical monthly uptime data is available in machine-readable format for your own SLA tracking. Incident response procedures commit to public status page update within 15 minutes of incident detection, with ongoing updates every 30 minutes until resolution.
What's included
Production-grade capabilities, ready to enable in your workspace.
99.99% monthly SLA
Contractual uptime commitment with financial credits for misses. Written into every Enterprise contract.
Automatic credits
Credits apply to your next invoice without a claim process. Missed SLA is detected from our own metrics.
Public status page
Real-time component status, historical uptime, incident postmortems, and maintenance windows — all public.
15-min status updates
Public status page updated within 15 minutes of incident detection. Further updates every 30 minutes to resolution.
Transparent postmortems
Published postmortems for every Sev 1/2 incident with timeline, root cause, and remediation commitments.
Machine-readable history
Historical uptime data available via API in CSV/JSON for your own SLA tracking and vendor risk reporting.
Business outcomes
Measurable impact teams see when they adopt sla guarantees.
Contractual monthly uptime
Four nines in writing. Applies to API, console, and managed service availability.
Service credit application
No ticket to file, no proof to submit. Miss detected → credit applied → visible on next invoice.
Maximum time to public disclosure
Status page updated within 15 minutes of incident detection. No silent degradation, no waiting for a blog post.
Sev 1/2 postmortems published
Every significant incident gets a public postmortem with timeline, root cause, and specific remediation.
How customers use it
Real scenarios from VxCloud customers across regulated industries and fast-moving teams.
Exchange platform requiring contractual availability guarantees
Four-nines SLA with financial credits satisfies the platform's own downstream SLA commitments to trading customers.
EHR integration platform requiring 24/7 clinical availability
SLA + incident response SLA + postmortems provide the compliance evidence for the EHR vendor's availability reporting.
Retailer needing availability commitments for peak events
Standard 99.99% SLA plus a pre-event capacity review for Black Friday gives the retailer documentation of readiness.
B2B SaaS reselling value on the VxCloud platform
Upstream SLA supports the SaaS's own customer-facing SLA. Uptime history available to the SaaS's prospects during sales cycles.
Frequently asked questions
Still have questions? Our enterprise team answers within one business day.
Monthly uptime = (total minutes - unavailable minutes) / total minutes. Unavailable minutes are measured as the period during which API requests have elevated error rates (>1% over 5-minute windows). Scheduled maintenance announced 14+ days in advance is excluded.
Related enterprise capabilities
Ready to move forward with SLA Guarantees?
Talk to our enterprise team — we'll scope your requirements, map the right capabilities, and build a rollout plan tailored to your organization.