Service Level Agreement
Vrexo LLC. Effective date: April 19, 2026.
This Service Level Agreement ("SLA") describes Vrexo's availability commitments, support response times, and the remedies available to customers when those commitments are not met. This SLA is part of the Terms of Service between Vrexo LLC and the customer.
Service availability
Vrexo commits to 99.9% monthly uptime for the platform, measured as the percentage of minutes in a calendar month during which the Service is available and processing tickets. Uptime excludes scheduled maintenance windows.
Uptime is calculated as: (total minutes in month - downtime minutes) / total minutes in month x 100. Downtime is defined as platform unavailability that prevents ticket ingestion or autonomous resolution for more than 5 consecutive minutes. Uptime data is available in your dashboard under Account > Status.
Incident severity and response times
Platform is completely unavailable or autonomous resolution is non-functional for all tickets.
Significant degradation affecting autonomous resolution for a subset of ticket types, or PSA/RMM integration failure.
Non-critical feature degradation, dashboard issues, or reporting errors with no impact on ticket resolution.
General questions, configuration guidance, and non-urgent feature requests.
Response times are measured from the time an incident is reported to support@vrexohq.com or logged through your account dashboard. Business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. P1 incidents are handled 24/7.
Scheduled maintenance
Vrexo performs scheduled maintenance during low-traffic windows, typically Sundays between 2:00 AM and 6:00 AM Eastern Time. We provide at least 72 hours advance notice for any maintenance that will affect platform availability. Emergency maintenance required to address security vulnerabilities or data integrity risks may be performed without advance notice, with notification sent to account administrators as soon as practicable.
Service credits
If Vrexo fails to meet the 99.9% monthly uptime commitment, customers are eligible for service credits as follows:
| Monthly uptime | Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a credit, submit a claim to support@vrexohq.com within 10 business days of the end of the affected calendar month. Credits are applied to the following month's invoice and cannot be converted to cash. Service credits are the sole remedy for availability failures.
Exclusions
This SLA does not apply to downtime caused by: scheduled maintenance windows, customer-side infrastructure or connectivity failures, unavailability of third-party services that Vrexo does not control (including PSA and RMM platforms), your failure to follow Vrexo's integration requirements, force majeure events, or actions by you or your users that violate the Terms of Service.
Support channels
Primary support channel for all incident reports and requests.
For vulnerabilities or suspected breaches. Monitored continuously.
For invoice disputes and payment-related questions.
This SLA is incorporated by reference into the Vrexo Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service prevail.