This Service Level Agreement (SLA) sets out Vizbl's uptime, support and service-credit commitments. It applies to paid Growth and Enterprise plans unless a separate signed SLA controls.
This SLA applies to the production Vizbl Platform — viewers, share pages and APIs — for Customers on Growth or Enterprise plans. It does not apply to free tiers, beta or sandbox features.
Vizbl will use commercially reasonable efforts to make the Platform available 99.9% of the time in each calendar month, measured outside of Excluded Downtime.
"Excluded Downtime" means: (a) scheduled maintenance announced at least 48 hours in advance; (b) emergency maintenance to address security or stability issues; (c) outages caused by Customer or End-User equipment, software or networks; (d) outages caused by third-party providers outside Vizbl's reasonable control; or (e) force majeure.
Service credits are the Customer's sole and exclusive remedy for failure to meet this SLA. To request a credit, contact support@vizbl.com within 30 days of the affected month.
Severity definitions: Sev-1 production outage; Sev-2 major feature impaired; Sev-3 minor issue or question.
Real-time status is published at status.vizbl.com.
SLA escalations: support@vizbl.com.