Enterprise
Service Level Agreement
Last updated: March 2026
This SLA applies to Vectis customers on an Enterprise plan when your order form or master agreement references these terms.
1. What we measure
We target 99.5% monthly availability for the Vectis HTTPS API (documented REST endpoints under our production API host). Availability means successful HTTP responses from our edge, excluding the cases listed below. Service credits in section 4 use lower thresholds than this target: credits kick in if we miss those bars, not if we merely dip below 99.5%.
We host on Railway, Neon (PostgreSQL), and Upstash (Redis). Their outages count against us only where we cannot mitigate; we do not guarantee anything beyond what we can actually run.
2. What does not count as downtime
- Scheduled maintenance we announce at least 24 hours in advance
- Your misconfiguration, revoked credentials, or rate-limit abuse
- Third-party systems: sales channels, API2Cart, carriers, EasyPost, DNS, or your own networks
- Force majeure and events outside our reasonable control
- Beta or preview features labeled as such in the product or docs
3. Support response (Enterprise)
All plans get email support from people who build the product. For Enterprise, we commit to first response within:
- P1 (Vectis is down for your tenant or core order flow is blocked): 4 business hours
- P2 (material degradation, workaround exists): 1 business day
- P3 (questions, how-tos): 2 business days
Business hours: Monday to Friday, US Eastern time, excluding US federal holidays. We do not run a 24/7 phone bridge unless your Enterprise order form says otherwise.
4. Service credits
If monthly API availability falls below the thresholds below, you can request a credit against that month's Vectis subscription fee (not overages or pass-through fees):
| Uptime in the month | Credit |
|---|---|
| Below 99.0% but 95.0% or higher | 5% of that month's subscription fee |
| Below 95.0% but 90.0% or higher | 10% of that month's subscription fee |
| Below 90.0% | 25% of that month's subscription fee (cap: 100% of that month's subscription fee) |
Credits apply to your next invoice. No cash refunds. Email founders@stoalogistics.com within 30 days after month-end with your tenant name and the affected window. We validate against our monitoring.
5. Other tiers
Starter, Growth, and Pro customers get the same product and good faith support, but no contractual uptime or credit program unless we agree otherwise in writing.
Live component status and incidents: status.stoalogistics.com (does not replace this SLA for contract credits).
Questions? Contact us or see Terms of Service.