Service Level Agreement

Our commitment to delivering reliable, high-performance AI-driven insurance solutions with guaranteed uptime and support.

1. Service Level Agreement Overview

This Service Level Agreement ("SLA") defines the service levels, performance metrics, and support commitments provided by Vault Data Solutions, Inc. ("Company," "we," "us," or "our") for our AI-driven insurance technology solutions.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining the following service availability levels:

  • Premium Services: 99.9% uptime (maximum 8.77 hours of downtime per year)
  • Standard Services: 99.5% uptime (maximum 43.8 hours of downtime per year)
  • Basic Services: 99.0% uptime (maximum 87.6 hours of downtime per year)

2.2 Service Availability Measurement

Service availability is measured on a monthly basis and calculated as:

Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2.3 Excluded Downtime

The following periods are excluded from downtime calculations:

  • Scheduled maintenance windows (with 48-hour advance notice)
  • Emergency maintenance for security or critical issues
  • Downtime caused by third-party services or infrastructure
  • Downtime caused by customer actions or misconfigurations
  • Force majeure events

3. Performance Metrics

3.1 Response Time Commitments

We commit to the following response times for our services:

  • API Response Time: 95% of requests under 500ms
  • Web Interface Load Time: 95% of page loads under 3 seconds
  • Data Processing: 95% of operations completed within service-specific timeframes

3.2 Throughput Commitments

Our services are designed to handle the following throughput levels:

  • Carrier Aggregation: 1,000 requests per minute
  • Form Generation: 500 forms per minute
  • Data Conversion: 10,000 records per minute
  • Document Processing: 100 documents per minute

4. Support Levels

4.1 Support Tiers

We provide the following support levels based on your service plan:

Premium Support

  • 24/7 phone and email support
  • 1-hour response time for critical issues
  • 4-hour response time for high-priority issues
  • Dedicated account manager
  • Priority access to new features

Standard Support

  • Business hours support (Monday-Friday, 9 AM - 6 PM EST)
  • 4-hour response time for critical issues
  • 24-hour response time for high-priority issues
  • Email and ticket support

Basic Support

  • Business hours email support
  • 24-hour response time for critical issues
  • 48-hour response time for standard issues
  • Self-service documentation and resources

4.2 Issue Severity Levels

  • Critical: Service completely unavailable or major functionality broken
  • High: Significant functionality impacted but workarounds available
  • Medium: Minor functionality issues with limited impact
  • Low: Cosmetic issues or feature requests

5. Data Protection and Security

5.1 Data Backup

We maintain the following backup schedules:

  • Real-time: Critical data replicated across multiple data centers
  • Daily: Full system backups with 30-day retention
  • Weekly: Long-term archival backups with 1-year retention

5.2 Security Measures

  • End-to-end encryption for data in transit and at rest
  • Multi-factor authentication for administrative access
  • Regular security audits and penetration testing
  • Compliance with industry security standards (SOC 2, ISO 27001)
  • 24/7 security monitoring and incident response

6. Service Credits

6.1 Availability Credits

If we fail to meet our availability commitments, you may be eligible for service credits:

  • 99.0% - 99.4%: 5% service credit
  • 95.0% - 98.9%: 10% service credit
  • 90.0% - 94.9%: 25% service credit
  • Below 90.0%: 50% service credit

6.2 Performance Credits

Service credits may also be provided for performance issues:

  • Response time failures: 5% service credit
  • Throughput failures: 10% service credit
  • Support response time failures: 5% service credit

6.3 Credit Request Process

To request service credits:

  1. Submit a credit request within 30 days of the incident
  2. Provide detailed information about the service failure
  3. Credits will be applied to your next billing cycle
  4. Maximum credit per month is 100% of monthly service fees

7. Maintenance and Updates

7.1 Scheduled Maintenance

We perform scheduled maintenance during low-usage periods:

  • Regular Maintenance: Sundays 2:00 AM - 6:00 AM EST
  • Major Updates: 48-hour advance notice required
  • Emergency Maintenance: Immediate notification when possible

7.2 Update Policy

  • Security updates applied immediately
  • Feature updates deployed monthly
  • Backward compatibility maintained for 12 months
  • Migration assistance provided for major version changes

8. Monitoring and Reporting

8.1 Service Monitoring

We continuously monitor our services using:

  • Real-time performance monitoring
  • Automated alerting systems
  • Health checks every 60 seconds
  • Third-party monitoring services

8.2 Reporting

We provide the following reports:

  • Monthly: Service availability and performance reports
  • Quarterly: Detailed SLA compliance reports
  • On-demand: Custom reports available upon request

9. Service Level Exclusions

This SLA does not apply to service issues caused by:

  • Customer equipment, software, or network issues
  • Third-party services or integrations
  • Internet connectivity issues
  • Force majeure events (natural disasters, war, etc.)
  • Customer misuse or violation of terms of service
  • Planned maintenance with proper notice

10. SLA Modifications

We reserve the right to modify this SLA with 30 days' advance notice. Material changes will be communicated via email and posted on our website.

11. Contact Information

For SLA-related questions or to report service issues:

  • Support Email: support@vault-data-solutions.com
  • Emergency Hotline: Available for Premium Support customers
  • Address: Vault Data Solutions, Inc, 5720 Oak Crest Drive, Philadelphia, PA 18902, United States

Last Updated: September 1, 2025