Vigia service level statement
AI draft for legal review. This is a first draft prepared with AI assistance for 365solutions. It is not legal advice. The availability targets come from Vigia's design requirements and are still to be agreed; support hours, response times and credits are placeholders for the owner. Points to confirm are listed in section 10.
Version 0.1 (draft) · 9 November 2026 · Website footer: Service levels · forms part of the subscription agreement
1. What this covers
1.1 This statement sets out the availability we aim for, how we support you, how we plan maintenance, and the service credits you can claim. It applies to paid Subscriptions, not trials.
1.2 Words defined in the subscription agreement have the same meaning here.
2. Availability targets
| Service | Monthly availability target |
|---|---|
| Command centre and safety services — panic and duress intake, alarm intake, the command-centre console, response dispatch, field app sync | 99.9% |
| Office services — back office, client portal, reports, exports | 99.5% |
2.1 How we measure it. Availability = (minutes in the month − minutes of Downtime) ÷ minutes in the month. Downtime means the service cannot be reached or does not respond to valid requests from multiple locations, as recorded by our monitoring, excluding the items in section 6.
2.2 Recovery targets for command-centre services after a major failure: we aim to lose no more than 15 minutes of data (recovery point) and to restore service within 4 hours (recovery time). For reporting: 24 hours and 24 hours.
2.3 The field app keeps working offline. Guards can clock in, patrol, report incidents and raise panic without a connection; the app sends them when it reconnects, and panic also falls back to SMS where configured. Field work recorded offline is not lost when the service or the network is down.
3. Status and incident communication
3.1 We publish service status at [status page URL].
3.2 For an incident affecting command-centre or safety services, we post a first update within [30] minutes of confirming it and every [60] minutes until resolved, and send a written incident report within [5] business days for any incident that breaches a target.
4. Support
| Essentials | Professional | Enterprise | |
|---|---|---|---|
| Channels | [Email, in-app] | [Email, in-app, phone] | [Email, in-app, phone; named success manager] |
| Support hours (South African time) | [Mon–Fri 08:00–17:00, excluding public holidays] | [Mon–Fri 07:00–19:00, Sat 08:00–13:00] | [Priority 1: 24/7; other priorities: Mon–Fri 07:00–19:00] |
| Priority 1 — safety or command-centre services down or seriously degraded for many users | [1 hour, 24/7 for all plans — confirm] | [1 hour, 24/7 — confirm] | [30 minutes, 24/7 — confirm] |
| Priority 2 — a major feature not working, no workaround | [8 business hours] | [4 business hours] | 4 hours |
| Priority 3 — a feature partly not working, or a workaround exists | [2 business days] | [1 business day] | 4 hours (priority support) |
| Priority 4 — questions, requests | [5 business days] | [3 business days] | [1 business day] |
4.1 Times are first-response times: a person has acknowledged the issue and started work. They are not resolution times.
4.2 Enterprise includes priority support with a 4-hour response for all priorities during support hours, and a named success manager.
4.3 Priority 1 issues must be reported by phone at [support phone] in addition to any ticket.
4.4 First-line support for your staff and clients is your responsibility. Our support is for your administrators and nominated contacts. Where you buy through a reseller, the reseller gives first-line support.
5. Maintenance
5.1 Planned maintenance takes place in the window [Sunday 01:00–05:00 South African time — confirm]. We give at least [5] business days' notice in the back office and by email for maintenance that may interrupt a service.
5.2 We design releases to avoid downtime (staging slots and backward-compatible database changes), so most releases do not interrupt service.
5.3 Planned maintenance that we announced as described does not count as Downtime, up to [4] hours a month.
5.4 Emergency maintenance (for example an urgent security fix) may happen at any time with as much notice as possible; it counts as Downtime unless it is caused by events in section 6.
6. What is not counted as Downtime
(a) Planned maintenance under section 5.3;
(b) failures of mobile networks, internet providers, SMS gateways, push services or other third-party networks outside our hosting;
(c) problems with your devices, device management, settings, connectivity or power (including load shedding at your premises);
(d) suspension under the subscription agreement;
(e) your use against the Documentation or Acceptable Use Policy;
(f) force majeure;
(g) features labelled preview or beta, and trials.
7. Service credits
If we miss a monthly availability target, you can claim a credit against the next invoice for the affected service's monthly Fees:
| Availability in the month | Command centre and safety services | Office services |
|---|---|---|
| Below target, at or above [99.5% / 99.0%] | [5%] | [5%] |
| Below [99.5% / 99.0%], at or above [99.0% / 98.0%] | [10%] | [10%] |
| Below [99.0% / 98.0%] | [25%] | [20%] |
7.1 Claim within [30] days after the month ends, through support. We confirm the credit against our monitoring.
7.2 Credits are capped at [25%] of the month's Fees for the affected Subscription and are your sole financial remedy for missing an availability target, without affecting your right to end the agreement for material breach. [Lawyer: confirm the sole-remedy wording.]
7.3 Credits are not paid in cash and do not apply to Usage.
8. Your part
8.1 To help us meet these targets, you should: keep the field app updated (Vigia may refuse writes from versions below the minimum, except safety and sending captured records); keep devices enrolled, charged and managed; give us accurate contact details for incidents; and report Priority 1 issues by phone.
9. Changes
9.1 We may improve this statement at any time. We will not reduce the targets or credits for a paid term without the notice in clause 21 of the subscription agreement.
10. Points for owner and legal review
- Availability targets: 99.9% command centre and safety, 99.5% office (requirement NFR-REL-06 marks both "to agree").
- Support hours, channels and response times per plan; whether Priority 1 is 24/7 for every plan (recommended, because safety is never charged).
- Maintenance window and notice period.
- Service-credit percentages, thresholds and cap; sole-remedy wording.
- Status page provider and URL; support phone number.
- Whether the recovery targets in 2.2 should be published or kept internal until tested.