Service Level Agreement
Vela Cloud Ltd, operating as AlliancesAdvisor
Last updated: April 2, 2026
1. Scope and Applicability
This Service Level Agreement ("SLA") applies exclusively to paying customers of Vela on active Starter, Growth, or Enterprise plans. It does not apply during free trial periods. The SLA defines our uptime commitment and the remedies available to you if we fail to meet it.
2. Uptime Commitment
Vela Cloud Ltd commits to 99.9% monthly uptime for the Vela platform, including the web application, API, and CRM synchronisation services.
What 99.9% means in practice
Maximum allowed unplanned downtime: approximately 44 minutes per calendar month.
Uptime is measured as the percentage of minutes in a calendar month during which the platform is accessible and functioning, excluding scheduled maintenance windows and excluded events listed in Section 5.
3. Scheduled Maintenance
We will provide at least 8 hours' advance notice for routine scheduled maintenance, published via email and in-platform notification. We aim to schedule maintenance during off-peak hours (weekends or late night UTC). Emergency maintenance required to address critical security or stability issues may be applied without advance notice; we will communicate via in-platform banner as soon as practicable.
4. Incident Response
| Severity | Definition | Initial Response |
|---|---|---|
| Critical | Complete platform outage or risk of data loss | Within 1 hour (24/7) |
| High | Core feature unavailable, no workaround exists | Within 4 business hours |
| Medium | Feature degraded, workaround available | Within 1 business day |
| Low | Minor or cosmetic issue, no business impact | Within 3 business days |
Business hours: 9:00 AM – 6:00 PM GMT, Monday to Friday, excluding public holidays.
5. Excluded Events
Downtime caused by any of the following is excluded from uptime calculations and does not qualify for service credits:
- Scheduled maintenance windows communicated in advance
- Emergency maintenance required to protect platform security or integrity
- Actions or omissions by the customer or their authorised users
- Third-party service outages outside our reasonable control (including cloud provider incidents, CRM API outages, DNS failures)
- Force majeure events including natural disasters, acts of government, or widespread internet disruptions
- Free trial periods
6. Service Credits
If we fail to meet the 99.9% uptime commitment in a given calendar month, you may request a service credit applied to your next invoice:
| Monthly Uptime Achieved | Credit |
|---|---|
| 99.0% – 99.9% | 10% of that month's fee |
| 95.0% – 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Credit requests must be submitted within 30 days of the incident to support@usevela.io with the date, time, and duration of the outage. Credits are applied to future invoices only and have no cash value. Total credits in any month shall not exceed 50% of the monthly fee.
7. Support Channels
- email Email: support@usevela.io — all plans
- chat In-platform and website chat — all plans
- support_agent Dedicated account manager — Enterprise plans only