Service Level Agreement (SLA)

Our commitment to uptime, performance, and support responsiveness.

1. Service Commitment

VMATIX is committed to providing a reliable, high-quality service to support your business operations. This Service Level Agreement outlines our targets for service availability, response times, and resolution procedures.

2. Target Availability

We strive to achieve a 99.99% uptime for our core cloud and communication services. This target excludes planned maintenance windows which will be communicated to customers in advance.

3. Support Response Times

Our support team operates under the following response time targets based on issue severity:

  • Critical (P1): Core services completely unavailable. Target response: 15 minutes.
  • High (P2): Severe performance degradation affecting multiple users. Target response: 1 hour.
  • Medium (P3): Single user issue or minor feature impairment. Target response: 4 hours.
  • Low (P4): General queries, change requests, or administrative tasks. Target response: 24 hours.

4. Planned Maintenance

To ensure the continued security and performance of our infrastructure, we periodically perform planned maintenance. We aim to conduct these activities during low-traffic periods (typically weekends or overnight) and will provide a minimum of 7 days' notice for any maintenance expected to cause service disruption.

5. Reporting Issues

To report a service issue and initiate SLA tracking, customers should use our designated support channels:

  • Email: support@vmatix.com
  • Phone: Available in your customer portal
  • Portal: Through the VMATIX customer support ticketing system