Legal document
Service Level Agreement (SLA)
Last Updated: 20 May 2026
Availability targets, provisioning expectations, support response targets, and SLA exclusions.
1. Target Availability
Veltrix Core aims for 99.9% uptime across core infrastructure.
This is a target only and not a legally binding guarantee.
2. Provisioning Times
Provisioning times may vary depending on:
- Hardware availability
- Datacentre operations
- Fraud verification
- Stock availability
- Network configuration
- Third-party provider processes
Dedicated server provisioning may, in some circumstances, exceed 72 hours.
3. Exclusions
Downtime calculations exclude:
- Scheduled maintenance
- Emergency maintenance
- Upstream provider outages
- DDoS attacks
- Customer-caused issues
- Third-party DNS issues
- Force majeure events
4. Support Response Targets
Target response times:
- Critical issues: Within 4 hours
- High priority issues: Within 12 hours
- Standard requests: Within 48 hours
These are targets only and are not guaranteed response times.
5. Maintenance
Scheduled or emergency maintenance may temporarily impact availability without compensation entitlement.