Service Level Agreement
Last updated 29 August 2026Verazo's uptime commitment for the core platform, the service credits that apply when it is not met, and how quickly a support request gets a first response.
1. Scope
This Service Level Agreement (SLA) applies to an active, paid Verazo subscription. It covers the core Verazo platform: sign-in, the dashboard, and control-check evidence collection. It does not cover a feature explicitly labeled as a beta or preview at the time you use it.
2. Uptime commitment
Verazo commits to 99.5% uptime for the core platform, measured over each calendar month. This is Verazo's first published uptime commitment, set for a platform with no live operating history yet, rather than a figure derived from past performance. Any revision to this number follows the Changes section below, not a silent edit.
Uptime for a calendar month is calculated as: 100% minus the percentage of total minutes in that month during which the core platform was unavailable, excluding any downtime covered by an exclusion in the next section.
3. Exclusions
The following do not count as downtime under this SLA:
- Scheduled maintenance, where Verazo gives at least 48 hours advance notice by email or an in-product notice.
- An event of force majeure, outside Verazo's reasonable control.
- Unavailability caused by your own misuse of the Service or a breach of the Acceptable Use section of the Terms of Service.
- Unavailability or a malfunction of a third-party system Verazo connects to on your behalf, for example the GitHub, AWS, Okta, or Google Workspace API, or of your own network or infrastructure.
- A feature explicitly labeled as a beta or preview at the time you use it.
4. Service credits
If actual uptime for a calendar month falls below the 99.5% commitment, your organization can claim a service credit against the fees for that month, on the following schedule.
| Monthly uptime | Service credit |
|---|---|
| Below 99.5%, at or above 99.0% | 10% of that month's fees |
| Below 99.0%, at or above 95.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
Total service credits issued for a calendar month will not exceed 100% of the fees paid for that month. A service credit is applied against a future invoice. It is not paid as cash.
5. Claiming a credit
To claim a service credit, email DPO [at] nexiel [dot] ie within 30 days of the end of the calendar month affected, stating the month and the approximate period of unavailability you experienced. Verazo confirms actual uptime for that month against its own monitoring and applies a valid credit to your account.
6. Support response targets
Verazo is a small, pre-launch team today. Support runs during business hours, Monday to Friday, 09:00 to 17:00 Irish time, excluding Irish public holidays. Verazo does not offer 24/7 support today, and these targets are for a first response, not full resolution.
| Severity | First response target |
|---|---|
| Critical: the Service is completely unavailable for your organization | 1 business day |
| High: a core feature is unusable, but the Service is otherwise reachable | 2 business days |
| Normal: a non-blocking question or issue | 3 business days |
7. Changes to this SLA
Verazo may update this SLA from time to time. The date at the top of this page shows when it was last updated. For a change that reduces the uptime commitment or a service credit, Verazo gives at least 30 days notice by email or an in-product notice before the change takes effect.
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