Service Level Agreement
Last Updated: October 1, 2025 • Effective Date: October 1, 2025
99.5%
Monthly Uptime Guarantee
For Policy Gateway, Router, and Savings Ledger services
Service Credits
If we fail to meet the 99.5% uptime commitment, you are eligible for the following credits:
Monthly Uptime
99.0–99.5%
10%
Service Credit
Monthly Uptime
95.0–99.0%
25%
Service Credit
Monthly Uptime
<95.0%
50%
Service Credit
How to Claim Credits
- Email support@valensys.ai within 30 days of the affected month
- Include: account details, affected time period, description of downtime
- We will review and respond within 10 business days
- Approved credits applied to your next monthly invoice
Support Response Times
Standard Support
Included| Severity | Initial Response | Availability |
|---|---|---|
| P0 (Critical) | 1 hour | 24/7 |
| P1 (High) | 4 hours | Business hours* |
| P2 (Medium) | 1 business day | Business hours* |
| P3 (Low) | 2 business days | Business hours* |
*Business hours: Monday–Friday, 9:00 AM – 6:00 PM CET
Premium Support
+€1,200/month| Severity | Initial Response | Availability |
|---|---|---|
| P0 (Critical) | 15 minutes | 24/7 |
| P1 (High) | 1 hour | 24/7 |
| P2 (Medium) | 4 hours | 24/7 |
| P3 (Low) | 1 business day | Business hours* |
Recovery Commitments
RTO (Recovery Time Objective)
Policy Gateway15m
Router Service15m
Savings Ledger30m
PostgreSQL1h
RPO (Recovery Point Objective)
Policy Gateway0
Stateless
Router Service0
Stateless
Savings Ledger0
Replicated
PostgreSQL15m
WAL archiving
SLA Exclusions
Downtime does not include unavailability caused by:
Scheduled maintenance (announced 72 hours in advance)
Emergency security patches
Third-party provider outages (OpenAI, Anthropic, etc.)
Customer infrastructure or network issues
Force majeure events
Violations of Terms of Service
Real-Time Status
Check current system status, uptime history, and subscribe to incident notifications
View Status Page →Questions about our SLA or need to file a claim?
Contact Support