Service Level Agreement

1. Scope & Applicability

1.1 Covered Services

This SLA covers the following valtrogen services:

• Core Transport Services: Encrypted network transport between your devices and our infrastructure;
• API Services: valtrogen API endpoints and related services;
• Management Console: Web-based Dashboard for account management;
• Authentication Services: Login, authentication, and account access.

1.2 Subscription Tier Applicability

SLA commitments vary by subscription tier:

• Personal: Target availability of 99.5%. No formal SLA remedies. Best-effort support.
• Team: Target availability of 99.9%. Service Credits available as described in this SLA.
• Enterprise: Custom availability commitments (typically 99.95%+) as specified in your Order Form, with enhanced remedies.

1.3 Relationship to Terms

This SLA is incorporated into and subject to our Terms of Service. In the event of any conflict between this SLA and the Terms, the Terms shall govern unless this SLA expressly provides otherwise. Capitalized terms not defined herein have the meanings set forth in the Terms.

2. Definitions

The following definitions apply to this SLA:

• "Service Availability" or "Uptime" means the percentage of time during a calendar month that the Covered Services are operational and accessible to you.
• "Downtime" means any period during which the Covered Services are unavailable or materially degraded, measured from the time valtrogen confirms an incident until service is restored.
• "Scheduled Maintenance" means planned maintenance activities announced at least 72 hours in advance (or 7 days for major maintenance) that may temporarily affect service availability.
• "Emergency Maintenance" means urgent, unplanned maintenance required to address security vulnerabilities or prevent imminent service failures.
• "Monthly Uptime Percentage" means the total minutes in a calendar month minus Downtime minutes, divided by total minutes, expressed as a percentage.
• "Service Credit" means a credit applied to your account as compensation for failure to meet SLA commitments.
• "Incident" means an unplanned event that causes or may cause service disruption or degradation.
• "Priority Level" means the severity classification of a support request, determining response time commitments.

3. Service Availability Commitments

3.1 Uptime Commitments

valtrogen commits to the following Monthly Uptime Percentages:

• Team Tier: 99.9% monthly uptime (approximately 43 minutes of Downtime per month)
• Enterprise Tier: As specified in your Order Form, typically 99.95% (approximately 22 minutes per month) or higher

3.2 Availability Calculation

Monthly Uptime Percentage is calculated as follows:

Where:

• Total Minutes: The total number of minutes in the calendar month
• Downtime Minutes: Minutes of Downtime during the month, excluding Scheduled Maintenance and SLA Exclusions

3.3 Measurement

Service Availability is measured:

• Using valtrogen's internal monitoring systems from multiple geographic locations;
• Based on server-side availability of our infrastructure, not client-side connectivity;
• Aggregated across all server regions, not per individual region;
• Rounded to two decimal places for credit calculations.

3.4 Multiple Regions

If you use multiple server regions:

• Regional outages affecting specific regions count as Downtime only if no alternative region is available;
• Global outages affecting all regions count as full Downtime;
• Enterprise customers may negotiate region-specific SLAs in their Order Form.

4. Service Credits

4.1 Credit Schedule

If we fail to meet the Monthly Uptime Percentage commitment, you are eligible for Service Credits as follows:

4.2 Credit Application

• Application: Approved Service Credits are applied to your next billing cycle;
• No Cash Value: Credits have no cash value and cannot be redeemed for refunds;
• Non-Transferable: Credits cannot be transferred between accounts or services;
• Expiration: Credits must be used within 12 months of issuance.

4.3 Credit Limitations

• Maximum Credit: Total Service Credits for any single month shall not exceed 50% of your monthly subscription fee;
• No Accumulation: Credits do not accumulate beyond the maximum for a single month;
• Sole Remedy: Service Credits are your sole and exclusive remedy for any failure to meet availability commitments, except as required by applicable law.

4.4 Enterprise Credits

Enterprise customers may have different credit schedules and maximums as specified in their Order Form, which shall supersede the terms in this section.

5. Support Response Times

5.1 Priority Levels

Support requests are classified by the following Priority Levels:

5.2 Response Time Commitments

Response times are measured during business hours (9 AM - 5 PM EET, Mon-Fri) for Team tier, and 24/7 for Enterprise tier.

5.3 Resolution Targets

We aim to resolve issues within the following timeframes (targets, not guarantees):

• P1: 4 hours to resolution or viable workaround
• P2: 8 hours to resolution or viable workaround
• P3: 3 business days
• P4: Best effort, typically within 5 business days

6. Maintenance

6.1 Scheduled Maintenance

• Standard Maintenance: Announced at least 72 hours in advance via email and status page;
• Major Maintenance: Announced at least 7 days in advance for maintenance expected to cause extended disruption;
• Maintenance Windows: Typically scheduled between 02:00-06:00 UTC on weekdays;
• Duration: We aim to complete maintenance within 4 hours;
• SLA Impact: Scheduled Maintenance is excluded from Downtime calculations if proper notice is given.

6.2 Emergency Maintenance

• Circumstances: May be required to address security vulnerabilities, prevent imminent failures, or comply with urgent legal requirements;
• Notice: We will notify users as soon as practicable via status page;
• Duration: We will minimize duration and provide regular updates;
• SLA Impact: Emergency Maintenance under 1 hour may be excluded from Downtime calculations at our discretion.

6.3 Maintenance Notification

Maintenance notifications are provided through:

• Status page: status.valtrogen.com
• Email to account administrators
• Dashboard notifications
• API status endpoint (for programmatic monitoring)

7. SLA Exclusions

The following are excluded from Service Availability calculations and Service Credit eligibility:

7.1 Planned Activities

• Scheduled Maintenance with proper advance notice;
• Pre-approved maintenance windows.

7.2 User-Caused Issues

• Downtime caused by your equipment, software, or network connectivity;
• Issues caused by your misconfiguration of the Services;
• Performance degradation due to exceeding fair use limits;
• Issues resulting from your violation of the Terms or Acceptable Use Policy.

7.3 Third-Party Factors

• Failures of third-party services, including internet service providers, DNS providers, or upstream network providers;
• DDoS attacks or other malicious activities originating from third parties;
• Issues caused by third-party integrations you have enabled.

7.4 External Events

• Force Majeure Events as defined in the Terms of Service;
• Government actions, court orders, or regulatory requirements;
• Internet backbone failures affecting multiple providers.

7.5 Other Exclusions

• Beta or preview features;
• Free trials or free tier services;
• Account suspensions for security or policy violations;
• Downtime during account migration or upgrade at your request.

8. Monitoring & Reporting

8.1 Service Monitoring

valtrogen continuously monitors service health through:

• Multi-region synthetic monitoring from external locations;
• Real-time infrastructure health checks;
• Automated alerting and incident detection;
• Performance and latency monitoring.

8.2 Status Page

Real-time service status is published at status.valtrogen.com, including:

• Current operational status of all services;
• Active incidents and ongoing maintenance;
• Historical uptime data;
• Scheduled maintenance calendar.

8.3 Incident Communication

During service incidents, we provide:

• Initial acknowledgment within 15 minutes of detection;
• Regular status updates at least every 30 minutes during active incidents;
• Post-incident report within 5 business days for P1/P2 incidents;
• Root cause analysis for recurring or severe incidents.

8.4 Uptime Reports

• Team: Monthly uptime summary available in Dashboard;
• Enterprise: Detailed monthly SLA reports delivered automatically, including uptime percentage, incident summary, and credit calculation.

9. Service Credit Claim Procedures

9.1 Filing a Claim

To request Service Credits:

• Submit a written request to [email protected] with subject line "SLA Credit Request";
• Include your account ID, the affected service, dates and times of Downtime, and a description of the impact;
• Provide any relevant logs or evidence of service unavailability.

9.2 Claim Deadline

Claims must be submitted within 30 days of the end of the month in which the Downtime occurred. Claims submitted after this deadline will not be honored.

9.3 Claim Review

• We will acknowledge receipt of your claim within 2 business days;
• We will review your claim and respond within 10 business days;
• Our determination of Downtime and credit eligibility is final, subject to your dispute rights under the Terms.

9.4 Automatic Credits (Enterprise)

Enterprise customers with automated SLA reporting may have credits applied automatically without requiring a claim, subject to the terms of their Order Form.

10. Limitations

10.1 No Performance Guarantee

This SLA covers service availability only. It does not guarantee:

• Specific network throughput or speed;
• Latency levels or performance metrics;
• Compatibility with specific applications or use cases;
• Protection against all forms of attack or compromise.

10.2 Exclusive Remedy

Service Credits are your sole and exclusive remedy for any failure to meet the service levels set forth in this SLA. The limitations of liability in the Terms of Service apply to all claims under this SLA.

10.3 No Modification of Terms

This SLA does not modify or supersede any other limitation of liability, disclaimer, or other provision in the Terms of Service except as expressly stated herein.

10.4 Good Standing Requirement

Service Credits are only available if your account is in good standing (current on payments, no active violations) at the time of the claim and at the time credits would be applied.

11. Changes to This SLA

11.1 Modifications

We may modify this SLA from time to time. Changes that materially reduce service commitments will be announced at least 30 days in advance.

11.2 Improvements

We may improve SLA commitments (higher uptime, faster response times, better credits) at any time without advance notice.

11.3 Enterprise Agreements

Custom SLA terms in Enterprise Order Forms are not affected by changes to this general SLA unless expressly agreed in writing.

12. Contact Information

For SLA-related inquiries:

• Support: [email protected]
• SLA Credit Claims: [email protected] (Subject: "SLA Credit Request")
• Status Page: status.valtrogen.com
• Enterprise Inquiries: [email protected]