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AskVault SLA breakdown per plan

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 4 min read

Uptime commitments per plan

PlanMonthly uptime SLAMax allowed downtime per month
FreeNoneBest effort
Starter99.5%About 3.6 hours
Growth99.5%About 3.6 hours
Business99.9%About 43 minutes
Enterprise99.95% (configurable up to 99.99%)About 22 minutes

Uptime is measured per calendar month. We monitor availability every 60 seconds from multiple geographic regions; status is published on our status page.

Credit ladder

When monthly uptime falls below the SLA target, AskVault credits your account.

Achieved uptimeCredit (Starter, Growth)Credit (Business)Credit (Enterprise)
99.5% to under 99.9%0%10%10%
99.0% to under 99.5%10%25%25%
95.0% to under 99.0%25%50%50%
Under 95.0%50%100%100%

Credits apply against your next month's invoice. They don't roll over indefinitely; unused credits expire 12 months after issuance.

For Enterprise contracts with custom SLA terms, the credit ladder may be different. Refer to your specific contract.

How to claim credit

If a month's uptime fell below your plan's SLA, file a credit claim:

  1. Email billing@askvault.co within 30 days of the incident.
  2. Include the calendar month affected.
  3. Reference the status page incident IDs that correspond to the downtime.

AskVault reviews and applies the credit within 5 business days. Credit appears on your next invoice.

We don't auto-apply credits because some downtime falls outside SLA scope (scheduled maintenance, customer's own integration errors). Claim-based ensures the right credits get applied.

What counts as downtime

Downtime is defined as the inability to access core AskVault services:

  • Inability to send a chat query through any channel.
  • Inability to log in to the dashboard.
  • Inability to make API requests to /v1/* endpoints.

Sustained 5xx error rates above 5% on any of these for at least 5 minutes counts as downtime. Brief blips (under 60 seconds) do not.

What doesn't count

The SLA excludes:

  • Scheduled maintenance. Pre-announced 48 hours in advance, kept under 30 minutes per occurrence. Limited to off-peak hours in our primary region.
  • Customer-caused outages. Misconfigured webhooks, bad credentials, exhausted query quota, API key revoked.
  • Force majeure. Natural disasters, war, major internet routing failures outside our control.
  • DDoS attacks targeting your specific workspace. We mitigate at the edge, but DDoS-related slowness on your specific endpoint isn't general AskVault downtime.
  • Issues with sub-processor LLM providers. Our dual-provider failover handles most of these transparently, but extended cross-provider outages may briefly affect generation latency.

Response time SLAs (support, not platform)

Separate from uptime, AskVault commits to support response times.

PlanFirst response (P1 issue)First response (other issues)
FreeCommunity forum onlyCommunity forum only
Starter24 business hours48 business hours
Growth8 business hours24 business hours
Business4 business hours24 business hours
Enterprise1 hour 24/74 business hours

Business hours are Monday to Friday, 9 AM to 6 PM IST.

A P1 issue is production-impacting (cannot send any queries, all conversations stuck, security incident). Lower severity issues follow the regular response time.

Status page and incident communication

Real-time status at status.askvault.co. The page shows:

  • Current status of each major component (API, dashboard, widget, webhooks, integrations).
  • Active incidents with running updates as we investigate and resolve.
  • Scheduled maintenance announced 48+ hours in advance.
  • Uptime history for the trailing 90 days.

Subscribe to status updates via email, Slack, or webhook under status.askvault.co > Subscribe.

Incident response timeline

When we detect an incident (or you report one), our runbook activates:

  • 0 to 5 minutes. On-call engineer pages. Status page updated to "investigating".
  • 5 to 15 minutes. Initial impact assessment. Severity classified (P0/P1/P2/P3).
  • 15 to 60 minutes. Mitigation rollout. Status page updated with progress.
  • Resolution. Status page updated to "resolved".
  • Within 24 hours. Preliminary incident summary posted.
  • Within 14 days. Full postmortem shared with affected customers on Enterprise plans.

For P0 incidents (full platform outage), the timeline compresses; we aim for 15-minute initial response.

Enterprise SLA customization

Enterprise contracts can customize:

  • Higher uptime target (99.95% to 99.99%).
  • Tighter credit ladder. Larger credits for smaller deviations.
  • Faster response SLA. 30-minute P1, dedicated on-call rotation.
  • Custom monitoring. Specific endpoints, region-specific availability commitments.
  • Maintenance window exclusions. No maintenance during your business hours.

Contact sales@askvault.co for SLA discussion. Each Enterprise SLA is contract-specific.

How we monitor uptime

Multi-region synthetic checks fire every 60 seconds:

  • Health-check probe on the API.
  • Test query through the widget channel.
  • Dashboard load.
  • Webhook delivery to a test endpoint.

A failure on any probe for 5+ consecutive minutes triggers an incident. Probes run from 4 geographic regions; we count downtime only when probes from multiple regions agree (avoids false-positive from regional network issues).

Calculating your effective uptime

To compute your workspace's effective uptime over a month:

  1. Total minutes in month (about 43,200 for a 30-day month).
  2. Subtract minutes of downtime as recorded on the status page.
  3. Divide.

For example, 30 minutes of downtime in a 30-day month: (43,200 - 30) / 43,200 = 99.93%. Above 99.9% means Business plan SLA is met; below means credit applies.

FAQ

Does the SLA apply to channels like WhatsApp or Telegram?

Yes for AskVault's own pipeline. We commit to the SLA for our processing of WhatsApp messages. We don't control WhatsApp's own uptime; if Meta has an outage, that's outside our SLA.

What about LLM provider outages?

Our dual-provider failover handles most LLM outages transparently. Extended LLM outages affecting all our providers are rare; when they happen, we still count them against our SLA because we should have a sufficient provider mix.

Can I get a refund instead of credit?

Credits only by default. Enterprise contracts can negotiate refund terms. Reach out to sales@askvault.co.

Does the SLA apply during my free trial?

No. Free tier is best-effort with no SLA. Paid trials inherit the paid plan's SLA.

How do I know if my workspace is healthy?

Three sources: the global status page, your dashboard's Channel Health view, and the analytics for unanswered queries or error rates.

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