This section outlines the availability standards and support response targets for SmartDistribute 2.0.
| Category | Response/Resolution Target | Escalation/Remedy |
| API Uptime | 99.5% Monthly Uptime | Eligible for Service Credits* |
| Critical Issue | 4 Business Hours | Immediate escalation to Senior Support |
| High Priority | 1 Business Day | Regular status updates until resolved |
| Medium Priority | 3 Business Days | Provision of resolution or workaround |
| Low Priority | 5 Business Days | General guidance/scheduled fix |
*If VONQ fails to meet the 99.5% monthly uptime commitment, Customer is entitled to a service credit of 5% of the monthly subscription fee per full percentage point of downtime below the threshold, up to a maximum of 30% of monthly fees in any calendar month.
SLA Definitions & Procedures
- Service Availability: Uptime is calculated monthly, excluding scheduled maintenance. If uptime falls below 99.5%, Customer may request Service Credits proportionate to the downtime.
- Severity Levels:
- Critical: Complete service unavailability or total failure of the API.
- High: Significant performance degradation affecting a large number of users or core posting functions.
- Medium: Partial degradation; service is functional but specific non-critical features are impaired.
- Low: General inquiries, cosmetic bugs, or minor feature requests.
- Reporting: All issues must be logged via the HAPI Support Center. Response times are calculated from the moment a ticket is successfully submitted during standard business hours.
- Remedy Limitation: Service Credits are the Customer’s sole and exclusive remedy for any failure by VONQ to meet the Uptime Guarantee.