§ 1What this SLA covers (and does not)
Covered: Veklom's response times to confirmed bug reports, version-update delivery cadence, and support-channel availability for active Subscribers in good standing.
Not covered: Uptime of Your deployment (You operate it), performance of Your infrastructure, performance of third-party AI providers (OpenAI, Anthropic, etc.), Your modifications to the Source Code, force-majeure events, or any matter within Your operational control.
§ 2Severity definitions
| Severity | Definition |
|---|---|
| S1 — Critical | The Software is non-functional in production for the Customer with no workaround. Examples: persistent crash on startup; total data loss in a documented operation. |
| S2 — Major | A core feature is broken with significant business impact, but a workaround is available. Examples: a routing path silently fails for a specific provider; a documented endpoint returns wrong responses for a specific input class. |
| S3 — Minor | A non-core feature is broken or behaves unexpectedly. Documentation discrepancies, cosmetic issues, edge-case errors with low frequency. |
| S4 — Enhancement | Feature requests, performance improvements, optional refactors. |
§ 3Response & resolution targets by tier
| Standard | Pro | Enterprise | |
|---|---|---|---|
| S1 first response | 2 business days | 1 business day | 4 business hours |
| S1 fix target | 14 business days | 5 business days | 24 business hours |
| S2 first response | 3 business days | 1 business day | 1 business day |
| S2 fix target | 21 business days | 10 business days | 5 business days |
| S3 first response | 5 business days | 3 business days | 2 business days |
| S3 fix target | next quarterly release | next monthly release | next monthly release |
| S4 acknowledgement | 10 business days | 5 business days | 5 business days |
| Version-update cadence | quarterly | monthly | monthly |
| Support channel | private Discord, async | direct email | priority engineering channel |
"Business day" means Monday–Friday, 09:00–17:00 Eastern Time, excluding U.S. federal holidays. "Business hour" means hours within those windows.
§ 4How to file a report
To file a bug report or support request, email Your tier's support address with:
- The version of the Software You are running (commit hash or release tag);
- A clear description of the expected behavior and observed behavior;
- Steps to reproduce, including configuration excerpts (with secrets redacted);
- Relevant logs and correlation IDs;
- Your assessment of severity (we may adjust based on the criteria in Section 2).
Reports without sufficient information will be acknowledged but cannot be triaged until the missing information is provided. The clock for fix targets begins when a report is reproducible.
§ 5Service-credit remedy for missed targets
If Veklom misses a fix target for a confirmed S1 or S2 bug, You are entitled to a service credit calculated as:
Service credits are applied to future invoices. They are not paid in cash unless required by applicable law. Service credits are Your sole and exclusive remedy for missed SLA targets, except as provided in Software License Agreement § 11.
§ 6Exclusions
The fix targets in Section 3 do not apply to:
- Issues caused by Your modifications to the Source Code;
- Issues caused by Your infrastructure (network, database, Redis, container orchestration);
- Issues caused by third-party AI providers (rate limits, model deprecation, API changes upstream);
- Force-majeure events (see Software License Agreement § 17);
- Use of versions of the Software more than two (2) major versions behind the current release;
- Pilot-rate or charter-rate Subscribers, who receive best-effort response under Standard-tier targets unless their Order Form provides otherwise;
- Customers in payment arrears for more than 15 days.
§ 7Severity escalation
Enterprise-tier Subscribers may escalate stalled tickets to a named Veklom engineering contact. Pro-tier Subscribers may escalate to [email protected] if a ticket exceeds its fix target by 50%. Standard-tier Subscribers receive best-effort engagement on the private Discord support channel.
§ 8SLA versioning
Veklom may update this SLA with thirty (30) days' notice. SLA changes that materially reduce Your entitlements take effect on the next renewal cycle. Multi-year prepaid Subscribers continue under the SLA in effect at signing for the duration of their committed term.
Bug reports: [email protected] with "BUG · S[1–4] · <short-title>" in the subject.
Enterprise priority channel: assigned at contract signing.