Service Level Agreement

This Service Level Agreement ("SLA") defines the performance commitments, response times, and remediation standards that Vantyk guarantees to clients enrolled in a Managed Services plan. Individual client SLAs may include additional or modified terms as specified in the signed Service Agreement.

1. Service Availability

Vantyk guarantees the following infrastructure uptime targets for managed environments:

99.9%

Network Infrastructure

Managed switching, routing, and firewall uptime — measured monthly excluding scheduled maintenance.

99.5%

Managed Server & VM

Physical and virtual server availability for managed compute environments.

24/7

Helpdesk Availability

Support engineers available around the clock via phone, email, and remote access portal.

2. Incident Classification & Response Times

All support requests are classified by severity and responded to within the following guaranteed timeframes:

Priority	Definition	Initial Response	Target Resolution
P1 — Critical	Complete service outage or security breach affecting all users	15 minutes	4 hours
P2 — High	Major degradation affecting multiple users or core business function	30 minutes	8 hours
P3 — Medium	Single user impacted or partial functionality loss with workaround available	2 hours	24 hours
P4 — Low	General enquiry, change request, or non-urgent service task	4 hours	5 business days

3. Scheduled Maintenance

Planned maintenance windows are communicated to the Client no less than forty-eight (48) hours in advance, except in cases where emergency patching is required due to critical security vulnerabilities. Scheduled maintenance is conducted during off-peak hours (typically between 01:00–05:00 local time) to minimise business impact. Maintenance windows do not count toward downtime calculations for uptime SLA purposes.

4. SLA Credits

If Vantyk fails to meet the guaranteed uptime targets in any calendar month, the Client is entitled to service credits as follows:

Uptime between 99.0% – 99.9%: 10% credit on that month's managed service fee.
Uptime between 95.0% – 98.9%: 25% credit on that month's managed service fee.
Uptime below 95.0%: 50% credit on that month's managed service fee.
Credits are applied to the following month's invoice. Credits are the sole financial remedy for SLA breaches and do not override the liability limitations in the Terms of Service.

5. Exclusions

SLA commitments do not apply to outages or degradation caused by: factors outside Vantyk's reasonable control including Internet Service Provider failures, power outages, or force majeure events; Client-initiated changes made without Vantyk's involvement; third-party software or vendor platform outages (e.g. Microsoft Azure, AWS); Client failure to maintain hardware within Vantyk's recommended specifications; or security incidents caused by Client action or inaction.

6. Reporting & Review

Vantyk provides monthly service reports covering uptime statistics, incident logs, resolution times, and open items. Quarterly business reviews (QBRs) are offered to all managed service clients to review performance, plan capacity changes, and align IT strategy with business goals. SLA terms are reviewed annually and may be updated with thirty (30) days' written notice.

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