Service Level Agreement
Last updated: March 3, 2026
This Service Level Agreement ("SLA") applies to the Vuln0x platform operated by Solustiq Yazilim ve Yapay Zeka Teknolojileri A.S. This SLA is part of and incorporated into the Terms of Service. SLA commitments apply to paid subscription plans (Pro, Team, and Enterprise).
1. Uptime Commitment
1.1 Service Availability
Vuln0x commits to 99.9% monthly uptime for the core platform, including the dashboard, API, and scanning engine. This equates to a maximum of approximately 43 minutes of unplanned downtime per month.
1.2 Uptime Calculation
Monthly Uptime Percentage is calculated as:
1.3 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (announced at least 48 hours in advance).
- Force majeure events (natural disasters, wars, government actions).
- Failures caused by third-party services outside our reasonable control.
- Issues caused by the customer's own systems, network, or configuration.
- DDoS attacks or other security incidents targeting the platform.
2. Scan Performance
2.1 Scan Initiation
Scans submitted through the dashboard or API will begin within:
| Plan | Scan Start Time |
|---|---|
| Free | Up to 15 minutes (queue-based) |
| Pro | Up to 5 minutes |
| Team | Up to 2 minutes |
| Enterprise | Near-immediate (priority queue) |
2.2 Scan Completion
Scan completion times vary depending on the scan type, target complexity, and response times. Typical completion times:
- Single Module Scans (Headers, SSL, DNS, etc.): 1–5 minutes.
- Full Scan: 10–30 minutes depending on target size.
- Full Deep / Advanced Scan: 30–90 minutes depending on target complexity.
These are estimates, not guarantees. Network conditions, target server response times, and security configurations may affect actual completion times.
3. Support Response Times
| Severity | Description | Pro | Team | Enterprise |
|---|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 2 hours | 1 hour |
| High | Major feature degraded or unusable | 8 hours | 4 hours | 2 hours |
| Medium | Minor feature issue, workaround available | 24 hours | 12 hours | 4 hours |
| Low | General questions, feature requests | 48 hours | 24 hours | 8 hours |
Response times are measured during business hours (09:00–18:00 UTC, Monday–Friday) except for Critical severity issues on Enterprise plans, which have 24/7 coverage.
4. Scheduled Maintenance
- Maintenance Windows: Scheduled maintenance is typically performed during low-traffic hours (02:00–06:00 UTC, Saturday/Sunday).
- Advance Notice: At least 48 hours for routine maintenance, 7 days for major infrastructure changes.
- Communication: Maintenance notices are sent via email to account owners and posted on our status page.
5. Service Credits
If we fail to meet the 99.9% uptime commitment, eligible customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
5.1 Credit Request Process
- Service credit requests must be submitted within 30 days of the downtime incident.
- Requests should be sent to support@vuln0x.com with the date and duration of the incident.
- Credits are applied to future billing cycles and are not redeemable for cash.
- Maximum credit per month shall not exceed 50% of the monthly subscription fee.
6. Data Backup and Recovery
- Backups: Application data is backed up daily with point-in-time recovery capability.
- Recovery Time Objective (RTO): 4 hours for full service restoration from a catastrophic failure.
- Recovery Point Objective (RPO): Maximum 1 hour of data loss in a catastrophic failure scenario.
7. Modifications
We may update this SLA from time to time. Changes that reduce service commitments will be communicated at least 30 days in advance. Improved commitments take effect immediately.
8. Contact
For questions about this SLA or to request service credits, contact us at support@vuln0x.com.