Service Level Agreement
Our contractual commitment to availability — 99.95% monthly uptime, backed by service credits, with 24/7 support.
This Service Level Agreement (“SLA”) describes the availability commitment for the Vetu Link Services and the remedies available if we fail to meet it. Capitalized terms not defined here have the meanings given in our Terms of Service. This SLA applies to production GPU rental and token API plans; trial and pre-sale deployments may be excluded as noted below.
1. Definitions
| Term | Definition |
|---|---|
| Monthly Uptime Percentage | (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100 |
| Downtime | Minutes during which the Service is unable to serve requests or run workloads, excluding Excluded Downtime (Section 5). |
| Service Credit | A percentage of your monthly fees, applied to a future invoice as set out in Section 3. |
| Incident | A single event, or series of related events, causing Downtime. |
2. Uptime commitment
Vetu Link commits to a 99.95% Monthly Uptime Percentage for production Services. We engineer for higher availability (redundant power, cooling, and interconnect), but 99.95% is the contractual floor.
Uptime is measured monthly across your active production resources. If we fail to meet the commitment in a given calendar month, you are entitled to the Service Credits below.
3. Service credits
| Monthly Uptime Percentage | Service Credit (% of monthly fees) |
|---|---|
| ≥ 99.95% | 0% (commitment met) |
| 99.0% – 99.949% | 10% |
| 98.0% – 98.999% | 25% |
| < 98.0% | 50% |
Service Credits are calculated as a percentage of the monthly fees for the affected Service in the month the commitment was missed. Credits are applied to your next invoice, are not refundable as cash, and may not be sold or transferred. In any single month, credits are capped at 100% of that month's fees for the affected Service.
4. Support & response times
All production plans include 24/7 support from the engineers who operate our fleet. Initial response-time targets by severity:
| Severity | Description | Initial response |
|---|---|---|
| Sev 1 | Service down or critically degraded; no workaround | < 15 minutes |
| Sev 2 | Major feature impaired; partial workaround available | < 1 hour |
| Sev 3 | Minor issue; normal operation unaffected | < 1 business day |
5. Excluded downtime
Downtime does not include, and no Service Credit is available for, any of the following (“Excluded Downtime”):
- Scheduled maintenance — announced at least 24 hours in advance; we use commercially reasonable efforts to schedule during low-impact windows.
- Emergency maintenance — necessary to protect the platform, announced as far in advance as practical.
- Force majeure — events beyond our reasonable control, including natural disasters, acts of government, war, and regional network or power failures outside our facilities.
- Customer-caused issues — your applications, code, configurations, container images, or actions, including exceeding resource limits or violating our Terms.
- Third-party components — software, models, or services provided by you or a third party that cause the failure.
- Beta, preview, or pre-sale services — including B300 pre-sale capacity, unless a specific SLA is stated in your order form.
- Suspension — resulting from non-payment or a violation of our Terms of Service.
6. Requesting a credit
To claim a Service Credit, contact support@vetulink.com within thirty (30) days of the end of the month in which the commitment was missed, and include your account ID, the affected Service, and the dates and times of the Downtime. We will confirm eligibility against our monitoring data and apply any approved credit to your next invoice within two billing cycles.
7. Sole remedy
Service Credits are your sole and exclusive remedy for any failure to meet the uptime commitment described in this SLA. This SLA does not modify the limitation-of-liability and disclaimer provisions in our Terms of Service.
8. Contact
Questions about this SLA? Contact support@vetulink.com or sales@vetulink.com.