Service Level Agreement

Last updated: 11 August 2026

99.9% Uptime Commitment

Vitharn UPVC is committed to maintaining 99.9% platform uptime, measured on a monthly basis. This excludes scheduled maintenance windows, which are announced at least 24 hours in advance via email and the platform dashboard.

Support Response Times

We provide the following support response times based on issue severity:

  • General inquiries: Response within 24 business hours via email.
  • Priority issues (service down / data loss): Response within 4 business hours via email.
  • Feature requests: Acknowledged within 24 business hours; evaluated on a rolling basis.

Data Backup Policy

We perform daily automated backups of all customer data, including quotations, product catalogues, and account settings. Backups are retained for 30 days and stored in geographically redundant storage. In the event of data loss, we will restore from the most recent backup within 24 hours.

Downtime Credits

If we fail to meet our 99.9% uptime commitment in any calendar month, affected customers may request a service credit. For customers on monthly subscription, the credit is calculated against that month's subscription fee. For customers on the one-time payment plan (first 25 clients), the credit is provided as free months of extended service beyond the original license period:

  • 99.0% – 99.9% uptime: 5% credit (or 2 days extended service for one-time license holders).
  • 95.0% – 98.9% uptime: 15% credit (or 5 days extended service for one-time license holders).
  • Below 95.0% uptime: 30% credit (or 10 days extended service for one-time license holders).

Credits must be requested within 15 days of the end of the affected month. For one-time license holders, extended service days are added to the end of your license period.

Liability Cap

In no event shall our total aggregate liability for all claims arising out of or related to service downtime, data loss, or breach of this SLA exceed the total amount paid by you to Vitharn ERP Services during the twelve (12) months immediately preceding the event giving rise to the liability.

Exclusions

Uptime credits do not apply to downtime caused by: (a) scheduled maintenance with prior notice; (b) force majeure events; (c) customer-side internet or hardware failures; or (d) customer misuse of the platform.

Contact

For SLA claims or support requests: vitarn.dev@gmail.com