Service Level Agreement

Last updated: 22 April 2026 · Version 2

This Service Level Agreement (“SLA”) describes the availability commitments for the Vimub platform (the “Service”). It is incorporated by reference into the Terms of Service.

1. Commitment

We commit that the Service will be available at least 99.9% of the time during each calendar month (“Monthly Uptime Percentage”), excluding the events described in Section 4.

2. Definitions

• Total Minutes: the total number of minutes in the calendar month.
• Downtime: any minute during which the Service is unavailable to more than 10% of the customer base due to a fault attributable to us, as measured by our health-check system at status.vimub.com.
• Monthly Uptime Percentage: ((Total Minutes − Downtime) / Total Minutes) × 100.

3. Service credits

If we fail to meet the commitment in a given calendar month, you are eligible for a service credit equal to the percentage of your monthly fee shown in the table below, applied to the affected month.

Credits are applied to the next billing cycle and are your sole and exclusive remedy for any failure by us to meet this SLA. Credits are not convertible to cash.

4. Exclusions

The following are not counted as Downtime:

• Scheduled maintenance announced at least 48 hours in advance via the status page or email, capped at 60 minutes per month.
• Force majeure events beyond our reasonable control, including internet outages, provider failures (Supabase, Vercel, Railway, Stripe, Anthropic), and catastrophic weather.
• Downtime caused by your misconfiguration, your integrations, or your network.
• Beta or preview features explicitly marked as non-SLA.

5. How to claim a credit

Email support@vimub.com within 30 days of the end of the affected month with the subject line “SLA credit — [month]”. Include the incident IDs from our status page and your account email. We will verify and apply the credit within two billing cycles.

6. Enterprise SLAs

Customers on the Agency tier or with bespoke contracts may negotiate a higher commitment (99.95% or 99.99%) with named incident-response SLAs. Contact sales@vimub.com.

7. Performance & outcome guarantees

In addition to the uptime commitment above, we offer the following outcome-based guarantees to paying customers. Each guarantee operates under the mechanics and eligibility windows defined here.

7.1 Rating-lift guarantee

Promise. If your blended Google rating across all tracked locations has not improved by at least 0.5★ after 90 days of use, we will credit your fourth month of service.

Eligibility. Customer must (i) have at least 20 reviews at baseline; (ii) have activated the Review Generation product with post-job SMS sending to invoices; (iii) have responded to ≥ 80% of drafted review responses within 48 hours; (iv) have kept Listings NAP drift at or below 2 divergences over the period.

Measurement. Baseline and end-of-period ratings are pulled from the Google Business Profile API on day 0 and day 90. Credit is applied automatically to the fourth invoice — no claim form required.

7.2 ROI guarantee

Promise. If the combined value of (a) revenue attributable to platform actions + (b) admin time saved, measured conservatively over your first 90 days, is less than 3× your subscription fee, we will extend your subscription by 90 days at no cost.

Attribution method. “Revenue attributable” means payments completed via our text-to-pay links, bookings confirmed via tracked campaign UTMs, and dormant customers re-booked via our workflow engine within 14 days of outreach. “Admin time saved” is calculated at £22/hour against time recorded in the Autopilot run log. Reports available at /reports/insights.

Claim. Email support@vimub.comwithin 14 days of the end of your first 90 days with subject “ROI guarantee”. Our team verifies against your platform logs and applies the extension within 5 business days.

7.3 AI response safety guarantee

Promise. Our AI will never publish a response to a review of 3★ or below without explicit human approval. If a 3★-or-below review response is ever auto-published by our system as a direct result of our code, we will refund the current calendar month in full.

Controls. This guarantee is enforced by a hard safety rail in the Autopilot engine that gates low-rating responses to an approval queue. An audit trail of every published response is retained for 12 months and is available to the customer on request.

7.4 Data-portability guarantee

Promise. At any time — including after cancellation — you may export your complete dataset (reviews, customer records, job logs, pipeline data, payment history, analytics, listings configuration, audit trails) in CSV and JSON format, available from Settings → Export.

Retention. Your data remains accessible for export for 30 days after cancellation. Post-30-day, a purge of all customer content is executed and confirmed via email. Audit logs required by law are retained to the minimum statutory period and no longer.

7.5 Cancellation guarantee

Promise. Cancellation is one click from Settings → Billing. No notice period. No contract. No phone call. Effective the end of the current billing cycle.

Scope. This applies to Starter, Growth, Dominator, and annual-billed plans. Agency-tier contracts with custom commercial terms are governed by their individual contracts.

7.6 Support response guarantee

Promise. We respond to customer-initiated support emails within 4 hours during UK business hours (09:00–17:00 GMT, Monday–Friday, excluding UK bank holidays). If we exceed this, we credit one calendar day of service per hour over, up to a maximum of 30 days per incident.

Scope. Applies to support@vimub.com only. Weekend and overnight requests are handled by our on-call team without this named response SLA but with best-effort acknowledgement.

7.7 General provisions for outcome guarantees

• Guarantees in Sections 7.1–7.6 apply only to active, paid subscriptions in good standing (no overdue invoices).
• Multiple guarantees can be claimed in the same period. Each is independent.
• Service credits issued under Sections 7.1–7.6 are not convertible to cash, are non-transferable, and apply to future billing cycles.
• We publish aggregate performance against these guarantees quarterly at /trust.
• These terms are subject to the remainder of the Terms of Service, including the limitation of liability.

8. Reviewing this SLA

We may update this SLA from time to time. Material changes will be announced 30 days in advance via email and the status page. The version history is maintained at the top of this document.