Service Level Commitment

Last updated: June 2026

This page describes the operational targets and commitments we hold ourselves to for Vaultry. It is a good-faith statement of how we run the service — not a separate contract. The binding terms of your relationship with us are in our Terms of Service.

Uptime target

We target 99.5% monthly availability of the core application — measured as the percentage of the month the service is reachable and able to serve authenticated requests — excluding the exclusions listed below.

Scheduled maintenance

When maintenance requires downtime, we aim to give at least 48 hours’ notice in-app and by email, and to perform it during low-traffic windows. Scheduled maintenance does not count against the uptime target.

Incident response & communication

  • For a major incident (the service is broadly unavailable or data integrity is at risk), we aim to acknowledge it and begin investigating promptly, and to post an initial status update within 4 hours.
  • We keep you informed with periodic updates until the incident is resolved, followed by a brief summary of what happened and what we changed to prevent a recurrence.

Support response

Support is handled in-app through our Support page. We target a first response within 1 business day for all plans, with priority handling for higher tiers.

What’s excluded

The uptime target does not cover downtime or degraded performance caused by:

  • scheduled, or announced emergency, maintenance;
  • outages of upstream providers we depend on (AWS, Stripe, Google) that are outside our control;
  • events beyond our reasonable control (force majeure — natural disaster, internet-backbone failure, and similar);
  • issues caused by your own configuration, misuse, or actions; and
  • beta, preview, or clearly-labeled experimental features.

A note on service credits

We do not currently offer contractual uptime guarantees or service credits — the targets above are commitments we work hard to meet, not a credit-bearing SLA (see the Terms of Service). We publish them in the interest of transparency, and we’ll revisit formal guarantees as the product matures.

Questions

Reach us any time through the Support page.