Service Level Agreement

This Service Level Agreement (SLA) defines Vetigen's service quality commitments to customers.

The SLA includes uptime guarantees, support response times, and performance standards.

Key terms used in this SLA:

• Uptime: The percentage of time the Vetigen platform is accessible and operational
• Downtime: The time when the platform is unavailable and inaccessible to customers
• Maintenance Window: Pre-announced time periods for planned maintenance
• Service Credit: Payment credits provided for SLA violations
• Monthly Uptime Percentage: Total uptime percentage calculated for each calendar month

Vetigen is committed to providing high availability and reliability to veterinary clinics.

Uptime calculations reset at the beginning of each month and are reported monthly.

The following situations are excluded from uptime calculations:

• Scheduled maintenance windows (notified at least 72 hours in advance)
• Force majeure events (natural disasters, wars, terrorist attacks)
• Customer-caused issues (misconfiguration, insufficient bandwidth, incompatible browsers)
• Third-party service provider outages (AWS, DNS providers, CDNs)
• DDoS attacks or other malicious cyber attacks
• Outages or data migrations performed at the customer's request

If we fall below our monthly uptime commitment, the following service credits apply:

Service credits are not automatically deducted from your next monthly invoice. You must contact our support team to request a credit.

To claim a service credit, follow these steps:

1. Contact our support team within the month of the uptime violation or the following month
2. Specify the affected services, date range, and downtime experienced
3. Our support team will review the claim and verify uptime records
4. Once approved, the credit will be applied to your account in the next billing cycle

Service credits cannot be claimed for outages not caused by SLA violations. All claims are evaluated within 30 days.

Response times based on support request priority:

Vetigen plans regular maintenance windows to maintain system performance and security.

• Scheduled maintenance is performed on Sundays between 02:00-06:00 (UTC+3)
• All scheduled maintenance is notified at least 72 hours in advance via email
• In case of emergency maintenance, notification is provided as soon as possible

Scheduled maintenance times are not included in uptime calculations.

Vetigen continuously monitors system performance and availability:

• Real-time system status is published at status.vetigen.com
• All incidents and resolutions are shared transparently
• Monthly uptime reports are accessible from your account dashboard
• Proactive alerts and maintenance notifications are sent via email

Vetigen implements comprehensive backup strategies to ensure customer data security:

• Continuous Backup: All transactions are replicated in real-time to multiple data centers
• Daily Backups: Full database backups are automatically taken and encrypted daily
• Weekly Archives: Weekly backups are archived for long-term retention
• Retention Period: Backups are retained for at least 30 days, critical data for 90 days

Vetigen has disaster recovery plans to ensure rapid recovery in case of major outages:

• Recovery Time Objective (RTO): Critical systems restored within 4 hours
• Recovery Point Objective (RPO): Maximum data loss of less than 1 hour

Regular disaster recovery tests are conducted at least twice a year.

Vetigen maintains the following performance targets to optimize user experience:

• Page Load: Average under 2 seconds
• API Response Time: Under 500ms at p95
• Search Queries: Average under 1 second
• Report Generation: Under 10 seconds for standard reports

This SLA does not apply in the following situations:

• Beta features or features marked as preview
• Free trial accounts or free plans
• Situations where the customer violates terms of use
• Accounts where the customer has failed to fulfill payment obligations

Vetigen reserves the right to modify this SLA from time to time. Material changes will be notified at least 30 days in advance.

The updated SLA takes effect in the next billing period following the notification. If you do not accept the changes, you may cancel your account before the effective date.

For questions about our SLA commitments, service credits, or uptime reports, you can reach us through the following channels:

• Email: sla@vetigen.com
• Support Portal: support.vetigen.com
• Emergency Hotline: Available 24/7 for Critical issues