Service Level Agreement
xthAB Limited, England and Wales
1. Service Availability
Villip commits to maintaining the following availability targets for the Service, measured on a calendar-month basis:
| Component | Availability Target |
|---|---|
| API Gateway (api.villip.xyz) | 99.95% |
| Tenant Portal (portal.villip.xyz) | 99.9% |
| SMS Delivery Pipeline | 99.9% |
| Webhook Delivery | 99.9% |
2. Service Credits
If Villip fails to meet the availability targets above, affected customers may request service credits:
| Monthly Uptime | Credit (% of monthly spend) |
|---|---|
| 99.0% to 99.95% | 10% |
| 95.0% to 99.0% | 25% |
| Below 95.0% | 50% |
3. Exclusions
The following are excluded from availability calculations:
- Scheduled maintenance (announced 72 hours in advance via status page)
- Force majeure events
- Issues caused by customer actions or third-party services outside Villip's control
- Upstream carrier outages affecting specific routes
4. Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Significant degradation affecting multiple customers | 4 hours |
| Normal | Non-critical issues or individual account problems | 1 business day |
| Low | General enquiries and feature requests | 2 business days |
5. Claiming Credits
Credit requests must be submitted within 30 days of the incident to billing@villip.xyz. Credits are applied to future usage and are non-refundable as cash. Service credits are the sole and exclusive remedy for unavailability.