AskVault uptime target per plan
Uptime target
| Plan | Monthly uptime target | Approx. allowed downtime |
|---|---|---|
| Free | None | Best effort |
| Starter | 99.5% | About 3 hr 36 min |
| Growth | 99.5% | About 3 hr 36 min |
| Business | 99.5% | About 3 hr 36 min |
| Enterprise | Custom (negotiated in your contract) | Per contract |
Uptime is measured per calendar month as (total minutes in month − downtime minutes) / total minutes in month × 100. "Downtime" means a full outage of the production API or dashboard, requests return 5xx errors or fail to connect, sustained for at least 5 consecutive minutes.
What this target is, and is not
99.5% is our availability target. It is not a contractual guarantee on self-serve plans, and we want to be exact about the difference:
- There is no service-credit scheme. We do not offer a fee credit when a month falls short.
- We do not currently publish measured uptime. We have no public status page and no third-party availability report. Publishing a percentage we cannot independently evidence would be worse than publishing none.
- We will tell you what happened. If an outage affects your workspace, email
[email protected]and we will explain the cause and what changed as a result.
If a contractual uptime commitment with a financial remedy is a requirement for you, that is an Enterprise conversation: see below. We would rather negotiate one we can evidence than publish one we cannot.
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 errors or failed connections on any of these for at least 5 consecutive minutes counts as downtime. Shorter blips don't qualify.
What doesn't count
The SLA excludes:
- Scheduled maintenance that was announced to you in advance by email.
- Customer-caused outages. Misconfigured webhooks, bad credentials, exhausted query quota, a revoked API key, or breach of the Terms of Service.
- Force majeure. Natural disasters, war, regional internet outages, government action, or other events beyond our reasonable control.
- Attacks aimed at your specific workspace, such as traffic floods against your own endpoint.
- Issues with sub-processor LLM providers. We design our generation pipeline for resilience to individual provider issues, but extended upstream outages may briefly affect answer latency.
- Beta or experimental features explicitly labelled as such in the dashboard or release notes.
Support response time
AskVault does not publish per-plan support response-time SLAs, and does not currently commit to a response time on self-serve plans: we are a small team and would rather not promise a number we do not measure. In practice you are usually replying to the people who build the product. Enterprise customers can negotiate a dedicated support response commitment as part of their contract.
Incident acknowledgement and communication
We notify workspace owners by email about unplanned outages that affect them, and follow up with the cause and what changed as a result. We do not currently commit to an acknowledgement or follow-up window on self-serve plans, because we have no on-call rota to hold it up. Enterprise contracts can define one.
Enterprise SLA customization
Enterprise contracts can customize:
- Higher uptime target, negotiated in your Master Services Agreement.
- Service credits. Self-serve plans carry none; an Enterprise agreement can define a credit or remedy schedule.
- Faster acknowledgement window, a dedicated support contact, and on-call escalation.
- Maintenance window exclusions. No maintenance during your business hours.
Contact [email protected] for SLA discussion. Each Enterprise SLA is contract-specific.
Calculating your effective uptime
To compute your workspace's effective uptime over a month:
- Total minutes in month (about 43,200 for a 30-day month).
- Subtract minutes of downtime, based on your own records. We do not currently publish measured uptime, so this is your figure rather than a reconciled one.
- Divide.
For example, 30 minutes of downtime in a 30-day month: (43,200 - 30) / 43,200 = 99.93%. Above 99.5% means the target is met; below means it was missed. Self-serve plans carry no service credit either way. A sustained outage of more than 36 hours in a single month may be eligible for a refund under the Refund policy; any other SLA remedy is available only by Enterprise contract.
FAQ
Does the SLA apply to channels like WhatsApp or Telegram?
Yes for AskVault's own pipeline. Our uptime target covers our processing of WhatsApp messages. We don't control WhatsApp's own uptime; if Meta has an outage, that's outside our uptime target.
What about LLM provider outages?
We design our generation pipeline for resilience to individual provider issues, so most upstream LLM outages are handled transparently. Extended upstream outages are listed in the SLA exclusions, so they are not counted against the uptime target, though we will tell you what we know if one affects you.
Can I get a refund for an outage?
Only for a sustained outage of more than 36 hours in a single month. Email [email protected] within 30 days of the charge with your invoice number; see the Refund policy. Enterprise contracts can negotiate refund terms. Reach out to [email protected].
Does the SLA apply on the Free plan?
No. The Free plan is best-effort with no SLA. The uptime target applies once your workspace moves to a paid plan.
How do I know if my workspace is healthy?
Two sources: your dashboard's Channel Health view, and the analytics for unanswered queries or error rates.