Service Level Agreement

Overview

This Service Level Agreement ("SLA") sets out the uptime targets, incident response times, backup and disaster-recovery commitments, and service credits that Veloce Digital provides to clients on an active Care Plan. It is a service-level commitment, not a software license — it works alongside our Terms & Conditions and Privacy Policy rather than replacing them.

Definitions

Scope

This SLA applies to clients actively subscribed to a Care Plan (Spark, Pulse, Surge, or Veloce) as described on our pricing page, for as long as the plan remains active and paid. One-off project builds without an ongoing Care Plan are not covered by these commitments once the project is handed over — a Care Plan can be added at any time to bring an existing site under this SLA.

Uptime Commitment

We target 99.9% monthly uptime for sites on any active Care Plan, measured by our monitoring against confirmed downtime within our reasonable control. This is a target, not an unconditional guarantee — see Exclusions for what falls outside it. All Care Plans include 24/7 automated monitoring, so outages are typically caught before you hear about them from a customer.

Severity Levels & Response Times

Reported incidents are triaged into one of three severities. The times below are for first response — an acknowledgment that we're on it — not full resolution, since resolution time depends on the nature of the fault and, in some cases, on third-party providers outside our control.

Backup & Disaster Recovery

Every Care Plan includes automated backups on the schedule below. If a restore is ever needed, our target is to begin the restore (RTO) within the window shown, recovering your site to no worse than the RPO shown.

A restore replaces the site with the selected backup point — content added after that point may need to be re-entered. We recommend requesting an on-demand backup (Veloce) or flagging major content changes to us before large edits if you want an extra safety point.

Security Monitoring

All Care Plans include ongoing security & software updates. Scan frequency scales with plan tier — monthly on Pulse, weekly vulnerability scanning on Surge and Veloce — covering malware detection, vulnerability checks, and SSL/TLS certificate monitoring with renewal alerts. Full details are on our Security Scanning page. A confirmed active compromise is always treated as SEV-1, regardless of plan tier.

Maintenance Windows & Emergency Changes

Where planned maintenance might briefly affect your site's availability, we'll notify you at least 24 hours in advance where practical, and schedule it outside your local business hours where possible. Emergency security patches — for example, in response to an actively exploited vulnerability — may occasionally be applied without advance notice to protect your site; we'll let you know afterward what was changed and why.

Service Credits

If confirmed downtime within our reasonable control causes your site to fall below the 99.9% monthly uptime target, you may request a service credit against your next billing cycle:

Service credits are the sole remedy for a missed uptime target, applied as account credit rather than a cash refund, and capped at 100% of that month's plan fee. To request one, message or email us within 15 calendar days of the month in question with the affected dates — see How to Report an Incident. Credits don't apply to downtime covered under Exclusions below, or to accounts with an overdue balance at the time of the incident.

Exclusions

This SLA — including uptime targets, response times, and service credits — does not cover downtime or delays caused by: changes made to the site by you or a third party outside our team; outages at your domain registrar, DNS provider, payment gateway, or other third-party service you control; force majeure events (see our Terms & Conditions); scheduled maintenance carried out with the notice described above; or use of the site outside its intended purpose. It also does not apply to sites without an active, paid Care Plan.

Client Obligations

To keep these commitments meaningful, you agree to: keep your Care Plan payments current; provide timely access or approvals we need to act on an incident; report suspected incidents promptly rather than after significant delay; and route requests through the channels below so nothing gets missed in a personal DM or unrelated thread.

Support Channels & Escalation

How to Report an Incident

Message us on your plan's WhatsApp line (if included) or at WhatsApp, or email [email protected], with: a description of the issue, when it started, the severity as you understand it, and any error messages or screenshots you have. The clock on first-response times starts once we receive a report through one of these channels.

Relationship to Other Agreements

This SLA is a service-level commitment specific to active Care Plans. It works alongside — and doesn't replace — our Terms & Conditions, which govern the broader engagement, and our Privacy Policy, which governs how we handle information. Where this SLA and the Terms & Conditions conflict on a service-level matter, this SLA controls; on everything else, the Terms & Conditions control.

Changes to This Agreement

We may update this SLA as our plans and infrastructure evolve. Changes will be published here with a revised "Last Updated" date, and active clients will be notified directly of any change that reduces the commitments attached to their plan.

Contact

Questions about this SLA can be sent to [email protected] or via WhatsApp.