VERTAL Service Level Agreement (SLA)
Effective Date: June 21, 2026
This Service Level Agreement ("SLA") describes the service availability, support commitments, performance objectives, and responsibilities applicable to services provided by VERTAL through https://vertal.app.
This SLA forms part of the VERTAL Terms of Service and applies to all customers using VERTAL's platform, APIs, artificial intelligence services, cloud services, blockchain infrastructure, and enterprise solutions.
1. Purpose
The purpose of this SLA is to define:
- Service availability commitments;
- Support response targets;
- Incident management procedures;
- Maintenance policies;
- Customer responsibilities;
- Service credit eligibility, where applicable.
2. Service Availability
VERTAL is committed to maintaining a high level of service reliability.
Standard Availability Commitment
| Service | Monthly Uptime Target |
|---|---|
| VERTAL Platform | 99.9% |
| VERTAL APIs | 99.9% |
| Authentication Services | 99.95% |
| Enterprise Services | 99.95% |
| Core Infrastructure | 99.95% |
Availability is calculated monthly.
Uptime Formula
Uptime (%) = (Total Monthly Minutes − Downtime Minutes) ÷ Total Monthly Minutes × 100
3. Scheduled Maintenance
VERTAL may perform scheduled maintenance to:
- Improve security;
- Deploy updates;
- Enhance performance;
- Upgrade infrastructure;
- Maintain compliance requirements.
Scheduled maintenance:
- Will be announced in advance whenever reasonably possible;
- Will typically occur during low-traffic periods;
- Does not count as service downtime for SLA calculations.
4. Incident Severity Levels
Severity 1 (Critical)
Complete outage or major service disruption affecting most users.
Examples:
- Platform unavailable;
- Authentication failures;
- Core infrastructure outages;
- Major security incidents.
Target Response Time: 1 Hour
Severity 2 (High)
Major functionality impaired but service remains partially available.
Examples:
- Significant API failures;
- Major feature degradation;
- Widespread performance issues.
Target Response Time: 4 Hours
Severity 3 (Medium)
Limited impact affecting specific features or user groups.
Examples:
- Non-critical errors;
- Performance degradation;
- Configuration issues.
Target Response Time: 1 Business Day
Severity 4 (Low)
Minor issues, information requests, or feature inquiries.
Examples:
- Cosmetic bugs;
- Documentation questions;
- General assistance.
Target Response Time: 3 Business Days
5. Customer Support
Support channels may include:
- Email Support
- Customer Portal
- Help Center
- Enterprise Support Channels
- Technical Escalation Services
Contact Information
Support Email: support@vertal.app
6. Service Performance Targets
VERTAL aims to provide:
API Availability
99.9% Monthly Availability
Authentication Availability
99.95% Monthly Availability
AI Services
Response times may vary depending on:
- Model complexity;
- System demand;
- Third-party provider availability;
- Infrastructure conditions.
AI-generated results are provided on a best-effort basis.
7. Security Operations
Security monitoring and protection throughout the VERTAL ecosystem are supported by Cyber Segurit Infinit.
Security measures include:
- Continuous monitoring;
- Threat detection;
- Vulnerability management;
- Incident response;
- Access controls;
- Encryption;
- Security auditing.
VERTAL continuously works to identify and mitigate risks but cannot guarantee absolute protection against all cybersecurity threats.
8. Service Exclusions
The following do not count toward downtime calculations:
Third-Party Failures
- Internet service providers;
- Cloud provider outages;
- Payment processors;
- Blockchain networks;
- DNS providers.
Customer-Caused Issues
- Misconfigurations;
- Unauthorized modifications;
- Security breaches caused by customer actions;
- Unsupported integrations.
Force Majeure Events
- Natural disasters;
- War;
- Terrorism;
- Government actions;
- Internet-wide disruptions;
- Utility failures.
Scheduled Maintenance
As described in Section 3.
9. Service Credits
If VERTAL fails to meet the monthly uptime commitment, eligible customers may request service credits.
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.9% | 5% |
| Below 99.5% | 10% |
| Below 99.0% | 15% |
| Below 95.0% | 25% |
Credits:
- Apply only to future service fees;
- Are not redeemable for cash;
- Must be requested within 30 days of the affected period.
10. Customer Responsibilities
Customers are responsible for:
- Maintaining account security;
- Protecting credentials;
- Configuring integrations properly;
- Maintaining backup copies of critical data;
- Reporting incidents promptly;
- Complying with applicable laws.
11. Limitation of Liability
This SLA establishes service targets and objectives but does not create guarantees beyond those expressly stated in the VERTAL Terms of Service.
To the maximum extent permitted by law, VERTAL's liability shall be limited as described in the applicable Terms of Service.
12. Changes to This SLA
VERTAL may update this SLA periodically to reflect:
- Technology improvements;
- Service enhancements;
- Regulatory requirements;
- Operational changes.
Updated versions will be published at: https://vertal.app
Continued use of the Services constitutes acceptance of the revised SLA.
13. Contact Information
VERTAL Service Operations
- Website: https://vertal.app
- General Support: support@vertal.app
© 2026 VERTAL. All Rights Reserved.
VERTAL — Enterprise-Grade Reliability for Artificial Intelligence, Blockchain, Security, and Digital Innovation.