Legal · Last updated August 20, 2026
What we commit to keeping available, how we measure it, what we do not count, and what you get back from us when we miss. The number is deliberately one we can hold.
This Service Level Agreement applies to a Workspace on a paid plan for the billing period it has paid for. It forms part of our Terms of Service and uses the terms defined there.
It does not apply to the Free plan, to a Beta Feature, or to a Workspace that is suspended for non-payment or for breach of the Terms. A Beta Feature is any feature, model, connector or template we identify as alpha, beta, preview, early access or experimental.
We commit to a Monthly Uptime Percentage of 99.5% for each of the following, measured separately:
99.5% of a 30-day month leaves 3 hours and 39 minutes of downtime before we owe you a service credit. We are stating the number we can hold with the infrastructure we run today rather than a number that reads better. If you need a higher commitment, ask us before you sign an Order — we will either write it or tell you we cannot.
The measurement window is one calendar month, in UTC. Monthly Uptime Percentage is (total minutes in the month minus Downtime Minutes minus Excluded Minutes), divided by (total minutes in the month minus Excluded Minutes), expressed as a percentage.
A minute is a Downtime Minute when the Service was unreachable or returned server errors for that whole minute. Slower-than-usual responses are not downtime.
Be aware of how we measure it. We do not operate third-party synthetic monitoring outside our production network today, and we do not run a public status page. Downtime is assessed from our own server-side and infrastructure provider logs, together with whatever evidence you send us. Send your evidence with the claim — timestamps, error responses, your own monitoring output — and we will weigh it alongside ours rather than treat our logs as the last word.
The following are excluded from Downtime Minutes and count as Excluded Minutes where they occur inside a window we announced:
The commitment above is that the Service is reachable and responding. It is not a commitment about what the agent produces. Generated Output may contain inaccuracies and is not warranted to be fit for any particular purpose, and a turn that runs and returns a result you did not want is not downtime.
Our scheduled maintenance window is Sunday 18:00 to 22:00 UTC. We do not use the whole window, and most releases need no window at all.
We email Workspace owners at least 5 days before scheduled maintenance that we expect to interrupt the Service, with the date, the window, and what will be affected.
Emergency maintenance — a security fix or a fault that is actively causing harm — can happen at any time. We give as much notice as the situation allows and tell Workspace owners afterwards what happened.
If we miss the commitment for a month, you can claim a service credit against the fees for the affected Workspace for that month. The thresholds apply to each commitment separately:
The monthly fee is what you paid for the affected Workspace for that calendar month. On an annual Order it is one twelfth of the annual fee. Credits purchased as top-ups are not part of the monthly fee and are not credited.
Service credits are applied against your next invoice or as Credits added to your Workspace, at our choice. They are not paid in cash and are not refunded. Total service credits for any single month will not exceed 100% of that month’s fee, including where both commitments are missed in the same month.
Service credits are your sole and exclusive remedy for any failure to meet the commitment in this SLA. Nothing in this section limits any right you have as a consumer under the law that applies to you.
Email [email protected] from the address on the account within 30 days of the end of the month you are claiming for. Include the Workspace name, the month, which commitment you say we missed, and the dates and times you saw the Service unavailable. We will respond within 30 days with the calculation and, where the claim is good, the credit. A month not claimed within 30 days of its end is closed.
If we fall below 99.0% on the same commitment in three consecutive months, you may terminate your subscription by written notice within 30 days of the third month. We will refund the prepaid fees for the unused remainder of your term, including the pro-rata portion of an annual fee. That refund is created by this Service Level Agreement and survives the general rule in our Refund and Cancellation Policy.
We give at least 14 days’ notice of material changes to this SLA by email or in-product notice. Where an Order states an uptime commitment, that Order wins for its term.
Claims and questions about this SLA: [email protected]. Vibely is operated by Mana Intelligence Private Limited, incorporated in India.