This SLA applies to Pro and Enterprise customers with a signed agreement. Free, Starter, and Business plans are best-effort without uptime credits.

1. Uptime commitment

We target 99.9% monthly uptime for the VroxStore Billing API and web dashboard, excluding scheduled maintenance (announced 48h in advance) and force majeure.

2. Support response

• Pro — email support, target response within 1 business day
• Enterprise — priority support, target response within 4 hours for critical issues

3. Service credits

If monthly uptime falls below 99.9%, eligible Enterprise customers may request a credit of 5–25% of that month's fee, capped at one month's subscription. Credits are the sole remedy unless otherwise agreed in writing.

4. Exclusions

Downtime caused by customer misconfiguration, third-party DNS/Cloudflare outages outside our control, or tenant subdomain misconfiguration is excluded.

5. Enterprise custom SLA

Contact [email protected] for custom uptime, RPO/RTO, and dedicated support terms.