Service Level Agreement
Last updated: October 19, 2026
1. Who This Applies To
This Service Level Agreement (“SLA”) applies to customers with a paid subscription that includes the Priority support & SLA add-on, and to Enterprise customers whose Order Form refers to it. It does not apply to the free plan or to trials. It is part of our Terms of Service; capitalized terms have the meaning given there. If an Order Form sets different levels, the Order Form wins.
2. Uptime Commitment
Each of these services will be available at least 99.9% of the time in every calendar month:
- Product pages and Digital Product Passports, on go.veribl.com and on your brand domain
- The dashboard at app.veribl.com
- The REST API (api/v1)
A service is unavailable when our monitoring, shown on the status page, finds it down: it returns server errors or does not answer. Monthly uptime is the share of minutes in the month in which the service was available. 99.9% allows about 43 minutes of downtime in a 30-day month.
3. What Does Not Count as Downtime
- planned maintenance announced at least 48 hours ahead, up to 4 hours a month, scheduled outside 08:00–20:00 Central European Time where we can
- problems caused by you, your Users or your systems, such as your DNS settings, your identity provider or calls that break the API rate limits
- suspension of your account or a feature under the Terms or the Acceptable Use Policy
- features marked beta, preview or early access
- events beyond our reasonable control, as described in the Terms
4. Support Response Times
Contact us through Priority support in the dashboard’s Help menu, or by email at [email protected] from an address of a User on your account. Choose the priority that matches the problem. We will give a first response from a person, not an automated reply, within:
| Priority | Example | First response |
|---|---|---|
| Urgent | Product pages, passports or the API are down, or nobody on your team can sign in | 2 hours, any day and time |
| High | A feature you rely on is broken and there is no workaround | 4 business hours |
| Normal | Questions, how-tos and smaller problems | 1 business day |
Business hours are 09:00–18:00 Central European Time, Monday to Friday, excluding public holidays in Latvia. For urgent issues we keep you updated at least every 4 hours until the service is back.
5. Service Credits
If we miss the uptime commitment for a service in a month, you get a credit on your subscription fee for that month:
| Monthly uptime | Credit |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
If we miss the Urgent response time, you get a further 5% credit for each miss. Credits for a month are capped at 50% of that month’s subscription fee; on a yearly plan the monthly fee is one twelfth of the yearly price. Credits are taken off your next invoice and are not paid out in cash.
To claim a credit, email [email protected] within 30 days of the end of the month, with the service affected and the dates and times. Service credits are your only remedy for missing the levels in this SLA, without limiting any rights you have under law that cannot be excluded.
6. Changes
We may improve this SLA at any time. We will not lower the levels during your current subscription term; any reduction applies from your next renewal, with at least 30 days’ notice.