Service Level Agreement

We target 99.5% Monthly Uptime for the Vectis production application, measured per calendar month. 99.5% leaves approximately 3 hours, 39 minutes of allowable downtime in a 30-day month.

We publish real-time and historical availability at mspvectis.com/status. An external uptime monitor independent of our infrastructure checks the public health endpoint and is the source of truth for uptime calculations.

Monthly Uptime Percentage = (total minutes in the month − Unplanned Downtime minutes) ÷ total minutes in the month, expressed as a percentage.

Unplanned Downtime means a period during which the authenticated Vectis application is unreachable or returns errors for substantially all customers, as observed by the external uptime monitor over a contiguous window of five minutes or more.

Unplanned Downtime does NOT include:

• scheduled maintenance announced in advance per Section 3;
• downtime caused by a connected third-party system (the connected PSA, RMM, backup, or billing tool itself being down) — the Vectis application itself remaining available;
• disruptions caused by Customer’s own configuration changes, credential rotation, or actions taken by Customer’s authorised users;
• internet, DNS, or routing problems outside Vectis’s infrastructure;
• force majeure events — natural disasters, acts of government, widespread internet outages, regional cloud-provider failures beyond our control;
• suspension of Service for breach of the Terms of Service or Acceptable Use Policy;
• beta features explicitly labelled as such in the product.

We aim to perform maintenance with zero customer-visible downtime. When a deploy or migration requires a brief restart, we keep the impact under five minutes and publish a status entry to mspvectis.com/status before and after the window.

For maintenance expected to exceed five minutes, we provide at least 48 hours’ advance notice via the status page and email to the operational contact on file. Maintenance windows are scheduled outside US business hours where reasonably possible.

Emergency security fixes may be deployed without advance notice when delay would materially increase risk to customers. A post-deploy notice is published as soon as the fix lands.

Response time is the time from when a support request is received at support@mspvectis.com (or via in-product support) to when a human responds with acknowledgement and next steps. Targets are measured during Business Hours (defined below) unless a tier specifies otherwise.

Business Hours means Monday through Friday, 9:00 to 17:00 US Pacific Time, excluding US federal holidays.

Critical-severity incidents that affect availability (Section 1) are triaged immediately on detection, regardless of plan or hours. The status page is the primary communication channel during an ongoing incident.

We use the following severity definitions when triaging support requests and incidents:

• Severity 1 — Critical. Production application is unavailable or unusable for substantially all customers, or a confirmed security incident is affecting Customer Data.
• Severity 2 — High. A major feature is broken for one or more customers; no workaround.
• Severity 3 — Normal. Functional issue with a workaround, or a question.
• Severity 4 — Low. Cosmetic issue, feature request, or documentation feedback.

We assign severity in good faith based on impact. Customers may request a re-classification; we will document our reasoning if we disagree.

For an unplanned outage or service degradation, the fastest path is the status page — mspvectis.com/status — which often already reflects an active incident. For ongoing incidents, email support@mspvectis.com to be added to the incident update list and we will reach out as the incident progresses.

To report a support issue, email support@mspvectis.com with the workspace subdomain, a clear description, expected behaviour, actual behaviour, and timestamps. For confirmed security incidents, use security@mspvectis.com.

This SLA is a commitment, not a refund mechanism. We do not offer service credits or fee rebates for failures to meet the targets in this document. If we miss the availability commitment in any month, we will publish a post-incident review on the status page and reach out directly to materially-affected customers.

Enterprise customers on a signed order form may negotiate service-credit terms that override this section.

If we miss the 99.5% availability commitment in two consecutive calendar months, Customer may terminate the subscription for cause by written notice within 30 days of the second affected month and receive a pro-rata refund of pre-paid fees covering the unused remainder of the term. This is in addition to, and not in lieu of, any termination rights in the Terms of Service.

We may update this SLA from time to time. Material changes will be announced to the billing email on file at least 30 days before they take effect. Changes will not retroactively reduce commitments for periods already in progress.

For SLA questions, email support@mspvectis.com. For Enterprise SLA negotiations, email legal@mspvectis.com.