Service Level Agreement

Last updated: 16 June 2026

This SLA describes the availability and support commitments for Vanza on paid plans. It forms part of, and is governed by, the Terms of Service. Free trials and accounts not on a paid plan are provided on a best-effort basis and are not covered by the credits below.

1. Availability commitment

We aim to make the Service available 99.5% of the time, measured monthly, excluding Scheduled Maintenance and the Exclusions in section 5. “Available” means the application and API are reachable and able to serve requests.

Monthly Uptime % = (Total minutes in the month − Eligible Downtime) ÷ Total minutes in the month × 100.

2. Scheduled maintenance

• Routine maintenance is performed in low-traffic windows, typically overnight Australian Central Time.
• For maintenance expected to cause downtime, we aim to give at least 24 hours' notice by email or in-app.
• Scheduled Maintenance does not count as downtime.

3. Support

Support is available during Australian business hours (Mon–Fri, excluding public holidays) via [email protected]. We aim to respond within the following targets:

Severity	Description	Target first response
Critical	Service down or unusable for your business	4 business hours
High	A core feature is broken with no reasonable workaround	1 business day
Normal	General questions, minor issues, requests	2 business days

Response targets are goals, not guarantees, and apply to first response — not resolution time.

4. Service credits

If Monthly Uptime falls below the commitment due to Eligible Downtime, you may request a service credit against a future invoice:

Monthly Uptime	Service credit
99.0% – < 99.5%	5% of that month's fee
95.0% – < 99.0%	10% of that month's fee
Below 95.0%	25% of that month's fee

To claim, email [email protected] within 30 days of the affected month with the dates and times of the downtime. Credits are the sole and exclusive remedy for any failure to meet the availability commitment, are capped at the affected month's fee, and have no cash value.

5. Exclusions

Eligible Downtime does not include unavailability caused by:

• Scheduled Maintenance, or emergency maintenance to protect security or integrity.
• Factors outside our reasonable control, including force majeure events, internet or network failures, and outages of third-party services we rely on (such as content delivery, payment processing, email delivery and accounting integrations).
• Your own equipment, software, network or configuration, or actions of your users.
• Suspension or termination for breach of the Terms or non-payment.
• Beta, trial or preview features.

6. Changes

We may update this SLA from time to time and will take reasonable steps to notify you of material changes.

7. Contact

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