Service Level Agreement
Effective Date: February 15, 2026
This SLA is part of the Vane Loop Terms of Service and applies to Pro, Pro/Team, and Enterprise subscribers of the cloud-hosted Vane Loop platform. Freemium and Starter tiers are best-effort. On-premise Enterprise deployments are governed by their Enterprise agreement's SLA terms, not this document.
1. Definitions
"Monthly Uptime %" means (total minutes – Downtime minutes) / total minutes in the calendar month.
"Downtime" means material unavailability of core Service functions (auth, dashboard, AI queries, data retrieval) per Vane Loop's monitoring. Excludes: scheduled maintenance; force majeure; Customer-side issues; beta features; documented rate limiting.
"Business Hours" means Mon–Fri 08:00–18:00 CET, excluding Austrian and U.S. federal holidays. Enterprise 24/7 where agreed.
"Service Credit" means a credit on the next invoice, calculated as % of the affected month's fee.
2. Uptime Commitment
| Monthly Uptime % | Service Credit (% of monthly fee) |
|---|---|
| ≥ 99.5% | None |
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| < 95.0% | 50% |
Credits are the sole remedy. Maximum 50% of monthly fee per month. Not redeemable for cash. Request within 30 days of month-end.
3. Scheduled Maintenance
Weekly (if needed): Sundays 02:00–06:00 CET. Major: 72 hours' advance notice. Does not count as Downtime. Reasonable efforts to minimize disruption.
4. Support Response Times
| Severity | Description | Pro / Pro/Team | Enterprise |
|---|---|---|---|
| Critical (S1) | Service unavailable or major data loss | 4 business hours | 1 hour (24/7) |
| High (S2) | Core feature degraded; no workaround | 8 business hours | 4 business hours |
| Medium (S3) | Non-critical degradation; workaround exists | 2 business days | 1 business day |
| Low (S4) | General question, feature request, minor issue | 5 business days | 2 business days |
Pro / Pro/Team Channels: Email (support@vaneloop.com), in-app support. Business Hours.
Enterprise Channels: Dedicated channel (email, Slack, or as agreed), account manager, 24/7 for Critical.
Response time = initial acknowledgment and triage, not full resolution.
5. Incident Communication
Status page updates within 30 minutes. Hourly updates during incidents. Email for incidents exceeding 60 minutes. Post-incident report within 5 business days for Critical incidents (root cause + remediation).
6. Backup and Recovery
Backups: Daily minimum, point-in-time recovery.
RTO: 4 hours for full restoration.
RPO: 1 hour maximum data loss.
Enterprise may negotiate custom RTO/RPO.
7. Credit Request Process
Written request to support@vaneloop.com within 30 days of affected month. Include dates, times, evidence. Validated against monitoring data. Credits applied within 15 business days.
8. Exclusions
Does not apply to: Freemium/Starter; beta/preview features; third-party services; Customer misconfiguration; unauthorized modifications; force majeure; on-premise deployments (separate terms).
9. Modifications
Thirty (30) days' notice for changes. No mid-period reductions. Material reductions entitle termination without penalty within 30 days.
10. Enterprise Custom SLAs
Enterprise customers may negotiate: up to 99.9% uptime; shorter response/resolution; dedicated infrastructure; custom RTO/RPO; video/on-site support. Documented in Enterprise agreement; supersedes this SLA where different.
Contact Information
Vane Loop Research Inc.
State of Incorporation: Delaware, USA
Email: legal@vaneloop.com | Privacy: privacy@vaneloop.com | Sales: sales@vaneloop.com
Website: vaneloop.com