Enterprise SLA
Last reviewed
The uptime commitment and service credits available to enterprise customers.
On this page
Enterprise customers can agree a Service Level Agreement ("SLA") with a monthly uptime commitment and service credits if we miss it. This page sets out the standard terms. Your order form may vary them, and if it does, your order form applies.
Our commitment #
We aim for Vero to be available at least 99.5% of the time in each calendar month.
How we measure it #
Available means your users can sign in to Vero and use its core functions: viewing and updating jobs, scheduling, and issuing certificates.
We check availability from outside our hosting environment every minute. A minute counts as unavailable if Vero fails every check in that minute.
Monthly uptime is calculated as:
(total minutes in the month minus unavailable minutes) divided by total minutes in the month, multiplied by 100.
What does not count as downtime #
- Planned maintenance we have announced at least 5 business days in advance, within the window in our Product update policy
- Emergency maintenance to fix a serious security problem, limited to what is needed
- Problems caused by your devices, networks, internet connection or third party software, or by your breach of our terms
- Problems with an integration you have chosen to connect, where the fault is with that third party
- Events outside our reasonable control, such as a major failure of the internet, power or a hosting provider across a whole region
- Features marked as beta or preview
Service credits #
If monthly uptime falls below our commitment, you can claim a credit against your next invoice, calculated as a share of that month's subscription fee for Vero:
| Monthly uptime | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 5% |
| Below 99.0% but at or above 95.0% | 10% |
| Below 95.0% | 25% |
How to claim #
Email hello@sentinelvero.com within 30 days of the end of the month concerned, with the dates and times you were affected. We will confirm the credit, or explain why it does not apply, within 10 business days.
Limits #
- Credits are the only remedy for missing the uptime commitment, unless your agreement says otherwise.
- Credits in any month cannot exceed 25% of that month's subscription fee.
- Credits are applied to future invoices. They are not paid in cash and cannot be transferred.
- You cannot claim credits for a month in which your account was overdue.
Status and incidents #
We tell account administrators about incidents by email. For Priority 1 incidents, we will also contact your nominated contacts directly.
Questions about this policy? Email hello@sentinelvero.com