Service Level Agreement
VantyRex Systems · Effective date: 2026-07-13
This SLA describes the service levels VantyRex offers for contracted managed-hosting and support engagements. It applies only where a signed agreement references it — it is not a blanket guarantee for the public website.
1. Availability target
Managed production systems target 99.9% monthly availability, excluding scheduled maintenance announced at least 48 hours in advance and events outside our control (upstream cloud-provider outages, force majeure).
2. Incident response
Priority 1 (production down): first response within 60 minutes, 24/7.
Priority 2 (major function degraded): first response within 4 business hours.
Priority 3 (minor issue or question): first response within 1 business day.
3. Support window & maintenance
Every delivery includes the support window defined in its agreement (typically 1–3 months) covering defects and critical security patches. Ongoing SLAs extend this with monitoring, updates, and the response targets above.
4. Third-party dependencies
Cloud platforms (AWS and similar) and third-party services carry their own SLAs. VantyRex is not liable for their outages, but will coordinate recovery and communicate status during any incident affecting your system.
5. Measurement & remedies
Availability is measured by automated uptime monitoring. If a monthly target is missed, the remedies defined in your agreement apply (typically service credits). This SLA does not create liability beyond the signed agreement.