An SLA (Service Level Agreement) is simply our ironclad promise to keep your software running. If our system goes down and affects your factory, we pay the penalty. Here is exactly what we guarantee.
Industrial environments don't stop for software updates or server crashes. If you put a Vula Trace QR code on your machinery, you need to know it will work whether it gets scanned at noon in Mumbai or 3 AM in Paris. Here are our transparent, legally binding commitments to your business.
We guarantee that our servers will be online and your QR codes will scan successfully 99.9% of the time, every single month. We use globally distributed edge networks to ensure lightning-fast loading.
If something goes wrong with your factory dashboard, our Enterprise SLA promises a human response within 4 hours for critical issues, and 24 hours for standard technical queries.
Talk is cheap. If we fail to hit our 99.9% uptime promise, we automatically refund a portion of your monthly or annual subscription fee as a service credit. We pay for our mistakes.
Let’s look at why an SLA matters in the real world. Imagine you operate a massive logistics warehouse running 24/7. It's 2:00 AM, and your main forklift suddenly locks up with an error code.
The warehouse operator scans the Vula Trace QR code on the forklift to access the AI troubleshooting guide. Because of our 99.9% Uptime Guarantee, the digital manual loads instantly, even in the middle of the night on a weekend.
Suppose the operator finds a software bug and the AI guide won't load. The shift manager logs an "Urgent Critical Ticket." Under your SLA, Vula Trace engineers are legally bound to acknowledge and begin fixing this critical issue within our agreed 4-hour response window.
What if our servers completely crashed for a whole day and halted your operations? We don't hide behind legal excuses. Our SLA dictates that if our uptime drops below 99.0% in a month, you are automatically entitled to a 10% service credit on your next bill.