What we owe you when we charge you.
Plain-language SLA. Real uptime targets per plan, response times by severity, the credit policy on miss, and the exclusions.
View live status →Uptime, response, credit on miss.
| Plan | Uptime | First reply | S1 response | Credits on miss |
|---|---|---|---|---|
| Builder | 99.5% best-effort | ≤ 2 business days | Best-effort | — |
| Pro | 99.9% target | ≤ 1 business day | ≤ 4 hours | 10% credit on month with miss |
| Max | 99.9% guaranteed | ≤ 4 hours business hours | ≤ 2 hours | 25% credit on month with miss |
| Team | 99.9% target | ≤ 1 business day | ≤ 4 hours | 10% credit on month with miss |
| Business | 99.95% guaranteed | ≤ 2 hours business hours | ≤ 1 hour 24×7 | Up to 50% credit + custom DPA / SLA |
How we triage incidents.
- S1 — Critical
Production is down for the majority of users. No workaround. Login broken, generation failing for all, or data integrity at risk.
Immediate, 24×7 on Business - S2 — Major
Significant degradation. Some users affected, workaround exists, data is safe.
Same business day on Pro+ - S3 — Minor
Cosmetic, isolated, or affects a small subset.
Next business day - S4 — Question / feature request
Not a defect. Routed to the relevant team.
Within 1 week
Maintenance window
Scheduled maintenance happens Sundays 02:00–05:00 UTC, no more than once per quarter unless emergency. Notifications go to status.vulk.dev at least 48 hours in advance, and to email subscribers.
Credit policy
When we miss the uptime target in a calendar month, eligible plans receive credit to the next invoice automatically — you don't need to file a ticket. Credits are not redeemable for cash but can be applied to any current or future invoice under the same account.
What is not covered.
The SLA does not apply to:
- ▸Force majeure (cloud provider regional outages, regulatory action, etc.).
- ▸Customer-induced incidents (misconfiguration, exhausted plan credits, exceeded rate limits).
- ▸Scheduled maintenance announced ≥ 48h in advance via status.vulk.dev.
- ▸Issues caused by third-party AI providers we route through, where the provider is the root cause.
- ▸Beta features clearly marked as such in the UI / docs.