Legal
Service Level Agreement
Version 1.0 · effective 9 November 2026 · part of the V77 Trust Terms of Use
1. Availability commitment
Vertex77 sp. z o.o. commits to the following monthly availability of the V77 Trust web application and API, measured from outside our infrastructure:
| Plan | Monthly availability |
|---|---|
| Team | 99.5% |
| Business | 99.9% |
| Enterprise | 99.9%, or as stated in your order form |
Availability = (minutes in the month − minutes of downtime) ÷ minutes in the month. Downtime means the service returns errors to, or cannot be reached by, all users of a workspace for more than five consecutive minutes. Live status and history are on the status page.
2. Service credits
If we miss the commitment, you are entitled to a credit on the monthly subscription fee for the affected month:
| Monthly availability | Team | Business and Enterprise |
|---|---|---|
| Below the commitment, at least 99.0% | 10% | 10% |
| Below 99.0%, at least 95.0% | 25% | 25% |
| Below 95.0% | 25% | 50% |
Claim a credit by emailing contact@v77trust.com within 30 days after the end of the month, with your workspace name and the times affected. Credits are applied to the next invoice, are not paid out in cash, and are the sole remedy for missed availability.
3. What doesn't count as downtime
- Scheduled maintenance announced at least 48 hours in advance on the status page, up to 4 hours a month.
- Problems caused by you, your users, your networks or your integrations, or by use against our documentation.
- Failures of third-party services you connect (for example your AI providers, Slack, Teams or Jira).
- Features labelled beta or preview, and the free trial.
- Events beyond our reasonable control, including widespread internet or cloud-provider outages.
- Suspension under the Terms of Use, for example for non-payment.
4. Support response times
| Priority | Team | Business | Enterprise |
|---|---|---|---|
| P1: service unavailable | 8 business hours | 4 business hours | 1 hour, 24/7 |
| P2: major feature not working | 1 business day | 1 business day | 4 business hours |
| P3: questions and minor issues | 2 business days | 2 business days | 1 business day |
Business hours are 09:00–17:00 Central European Time, Monday to Friday, excluding Polish public holidays. Response time is the time to a first human response, not to resolution.
5. Backups and recovery
Workspace data is stored in the EU and protected with point-in-time recovery for 30 days. Our objectives are a recovery point (RPO) of 1 hour and a recovery time (RTO) of 8 hours. You can export all your data at any time in machine-readable formats.
6. Changes
We may update this SLA with 30 days' notice. A change will not reduce the commitment for a subscription term you have already paid for.