Support & SLA
Support Channels
| Channel | Availability | Use for |
|---|---|---|
| Support portal (portal tickets) | 24/7 ticket creation | Non-urgent issues, feature requests |
| Priority email (Enterprise) | Business hours | Urgent production issues |
| Slack Connect (Enterprise+) | Business hours | Collaborative troubleshooting |
| Emergency hotline (Enterprise+) | 24/7 on-call | P1 production outages only |
Enterprise support is provisioned through your onboarding channel, support portal, and account team.
Your account manager can provision a Slack Connect channel for your organization during onboarding.
SLA Commitments
SaaS Platform Uptime
| Tier | Monthly uptime SLA | Measuring window |
|---|---|---|
| Builder | 99.5% | Calendar month |
| Team | 99.9% | Calendar month |
| Enterprise | 99.9% | Calendar month |
Uptime is measured at the Ingest API (POST /v1/ingest/session) and the commitment API (POST /v1/enterprise/commitments). The Customer Portal UI is excluded from the SLA calculation.
Incident Response SLAs
| Severity | Definition | Initial response | Status updates |
|---|---|---|---|
| P1 | Total ingest outage or data loss risk | 15 minutes | Every 30 min |
| P2 | Partial outage or significant performance degradation | 1 hour | Every 2 hours |
| P3 | Non-critical feature unavailability | 4 business hours | Daily |
| P4 | Questions, guidance requests | 1 business day | As needed |
SLA Credits
If Veriproof misses the monthly uptime SLA, affected Enterprise customers receive service credits:
| Downtime in month | Credit (% of monthly fee) |
|---|---|
| < SLA target | 10% |
| ≥ 1% below target | 25% |
| ≥ 2% below target | 50% |
Credits are applied to the next invoice. Full details are in your Order Form and MSA.
Escalation Procedure
- Create a support ticket at the support portal with priority
P1orP2. - Email the priority address with
[URGENT]in the subject line — this pages the on-call engineer for P1 issues. - For P1 outages outside business hours, use the emergency hotline number provided in your enterprise onboarding package.
Always include:
- Affected environment (production / staging)
- Deployment mode (SaaS / EnterpriseHybrid / etc.)
- Approximate start time of the issue
- Error messages or logs (redact any sensitive data)
- Impact: number of sessions affected, user count
Enterprise Deployment Support
For self-hosted enterprise deployments, Veriproof provides:
- Deployment assistance — guided setup call with a solutions engineer during initial deployment
- Architecture review — 1-hour review session per major version upgrade
- Incident support for platform bugs — Veriproof will investigate and patch bugs in the enterprise package; infrastructure issues in your Azure subscription are out of scope but we will advise
- Key rotation coordination — staff-assisted pepper key rotation on request
Status Page
VeriProof does not currently publish a public status page during prerelease. SaaS incident updates and scheduled maintenance notices are communicated through the support portal and your enterprise onboarding channel.
In Enterprise Hybrid/LocalFirst/Disconnected deployments, the availability of your self-hosted portal is owned by your infrastructure team rather than a VeriProof-managed status surface.
Compliance & Legal
- Data Processing Agreement (DPA): Required for GDPR compliance. Available on request from legal@veriproof.app.
- SOC 2 Type II report: Available under NDA on request.
- Penetration test summary: Available under NDA on request.
- Business Associate Agreement (BAA): Available for HIPAA-covered enterprise customers. Contact legal@veriproof.app.