Service Level Agreement
Effective Date: March 2026
This Service Level Agreement (“SLA”) describes the service level commitments that VeriSwarm (“Provider”) makes to its customers (“Customer”) for the VeriSwarm platform. This SLA applies to all paid plans. Enterprise customers may negotiate custom SLA terms.
1. Platform Availability
VeriSwarm commits to 99.9% monthly uptime for the core platform, measured as the percentage of minutes in a calendar month during which the API and web dashboard are available and responding to authenticated requests.
1.1 Uptime Calculation
Monthly Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as a period of five (5) or more consecutive minutes during which the platform is unable to process authenticated API requests. Intermittent errors lasting less than five minutes are not counted as downtime.
1.2 Scheduled Maintenance
Scheduled maintenance windows are excluded from downtime calculations. VeriSwarm will provide at least 48 hours advance notice for planned maintenance via email and the platform status page. Scheduled maintenance is performed during 02:00–06:00 UTC whenever possible.
2. API Response Time
VeriSwarm targets the following response time percentiles:
| Endpoint Category | p95 Target |
|---|---|
| Scoring endpoints (decisions, events, scores) | < 500ms |
| LLM endpoints (Cortex chat, agent runtime) | < 2,000ms |
| Dashboard and management endpoints | < 1,000ms |
Response time targets are measured at the platform edge and do not include network latency between the customer's infrastructure and VeriSwarm's endpoints.
3. Support Response Times
Support response times are measured from the time a support request is submitted through an official channel (email, dashboard, or dedicated Slack channel for Enterprise).
| Severity | Free | Pro | Max | Enterprise |
|---|---|---|---|---|
| P1— Critical | Best effort | 24 hours | 4 hours | 1 hour |
| P2— High | Best effort | 48 hours | 8 hours | 4 hours |
| P3— Medium | Community | 72 hours | 24 hours | 8 hours |
| P4— Low | Community | 5 business days | 48 hours | 24 hours |
4. Severity Definitions
| Severity | Definition | Examples |
|---|---|---|
| P1 — Critical | Platform completely unavailable or a critical security vulnerability. No workaround exists. | API returning 5xx on all requests; data breach; scoring engine offline |
| P2 — High | Major feature significantly impaired. A workaround may exist but is not sustainable. | Guard scanning failing intermittently; webhook delivery delayed; dashboard login errors for some users |
| P3 — Medium | Minor feature impaired with minimal business impact. A reasonable workaround exists. | Badge rendering slow; export job queued longer than expected; non-critical UI element broken |
| P4 — Low | Cosmetic issue, documentation error, or feature request. | Typo in dashboard; documentation outdated; minor styling inconsistency |
5. Service Credits
If VeriSwarm fails to meet the 99.9% monthly uptime commitment, affected customers on paid plans are eligible for service credits applied to the next billing cycle.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.5% | 10% of monthly fee |
| 99.5% – 99.0% | 25% of monthly fee |
| Below 99.0% | 50% of monthly fee |
5.1 Credit Request Process
To request a service credit, Customer must submit a written request to support@veriswarm.ai within 30 days of the end of the affected month. The request must include the dates, times, and duration of the claimed downtime. VeriSwarm will verify the claim against internal monitoring data and issue credits within 15 business days.
5.2 Maximum Credits
Service credits for any single month shall not exceed 50% of the Customer's monthly fee for that month. Credits are not transferable, not redeemable for cash, and may only be applied against future VeriSwarm invoices.
6. Exclusions
This SLA does not apply to:
- Force majeure events— natural disasters, war, terrorism, pandemics, government actions, or other events beyond VeriSwarm's reasonable control.
- Customer-caused issues— misconfigured API keys, excessive request rates exceeding plan limits, or unauthorized modifications to customer environments.
- Scheduled maintenance— planned maintenance windows communicated at least 48 hours in advance.
- Beta features— any feature explicitly labeled as beta, preview, or experimental in the documentation or UI.
- Free plan— the Free (Gate) tier is provided on a best-effort basis and is not covered by this SLA.
- Third-party dependencies— outages caused by upstream providers (Cloudflare, Azure, Stripe) that are outside VeriSwarm's control.
7. Monitoring and Reporting
VeriSwarm maintains continuous monitoring of all platform components. Current platform status is available at status.veriswarm.ai. Enterprise customers receive monthly uptime reports as part of their service agreement.
8. Modifications
VeriSwarm reserves the right to modify this SLA with 30 days written notice. Changes will not reduce service level commitments during an active Enterprise contract term. The current version of this SLA is always available at veriswarm.ai/legal/sla.
9. Contact
For SLA-related inquiries, service credit requests, or to report a platform incident:
- Email: support@veriswarm.ai
- Status page: status.veriswarm.ai
- Enterprise Slack: Provided during onboarding
Last updated: March 2026