SLA & Support

Service Level Agreement

VexNexa commits to providing reliable service with the following availability targets:

• Uptime: 99.9% uptime on all paid plans (excludes scheduled maintenance)
• Scheduled Maintenance: Announced at least 48 hours in advance
• Scan Processing: Scans typically complete within 5-15 minutes for standard pages

Support Levels

Starter Plan

• Email support
• Response time: Within 2 business days
• Access to documentation and guides

Pro Plan

• Priority email support
• Response time: Within 1 business day
• Access to advanced documentation
• Quarterly check-in calls (optional)

Business Plan

• Priority support via email and chat
• Response time: Within 4 hours during business hours
• Dedicated account manager
• Monthly check-in calls
• Priority feature requests

Enterprise Plan

• 24/7 support via phone, email, and chat
• Response time: Within 1 hour for critical issues
• Dedicated account team
• Custom SLA available
• On-call support for emergencies

Incident Response

We monitor our systems 24/7 and respond to incidents according to severity:

• Critical: Service down - Immediate response
• High: Major functionality impaired - Response within 2 hours
• Medium: Minor functionality impaired - Response within 1 business day
• Low: Cosmetic or minor issues - Response within 3 business days

Contact Support