The Vouli IQ SLA

Stated the way we state everything: commitments as commitments, targets as targets, and measured numbers only where we actually measure them (see /status and /trust).

Availability objective

99.5%

Monthly availability objective for the Web Application and Public API, excluding scheduled maintenance announced on /status at least 48 hours in advance. We publish measured operational data continuously rather than claiming a historical percentage we have not yet earned the history to prove. Contractual service credits for Enterprise agreements are defined in the order form.

Support tiers

Tier	Channel	First-response target
Standard	care@vouliiq.com	1 business day
Founding & Enterprise	Priority email + named contact	4 business hours
Security reports	security@vouliiq.com (see security.txt)	1 business day, acknowledged

Disaster-recovery targets

RTO target

≤ 4 hours

Time to restore service from a catastrophic database loss.

RPO target

≤ 24 hours

Maximum data-loss window under daily backups; point-in-time recovery narrows this where enabled.

Disclosure, because we publish the uncomfortable parts too: these are engineering targets backed by a scripted, documented restore procedure. The most recent timed restore drill result will be published here once executed; until then these figures are targets, not measured history.

Maintenance policy

Routine deployments are zero-downtime and happen continuously. Maintenance expected to degrade service is announced on /status at least 48 hours ahead, scheduled outside the business hours of the majority of affected customers, and counted outside the availability objective only when announced.

Questions? care@vouliiq.com · Legal terms at /legal/terms · Data processing at /legal/dpa