service level agreement

Service Level Agreement

Effective Date: May 28, 2026  |  Last Updated: June 29, 2026

This Service Level Agreement ("SLA") describes Vertiso Corporation's ("Vertiso," "we," "us," or "our") service-availability commitment for the Vertiso Memory service (the "Service"). This SLA is incorporated by reference into the Vertiso Memory Terms of Service and should be read alongside it. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall control. Capitalized terms not defined here have the meanings given in the Terms.

1. Scope

This SLA applies only to paid subscription plans (Basic, Savant, and Pro) while the Account is active and fees are current. It does not apply to the Free plan, to beta or preview features, or to any period during which the Account is suspended for non-payment or for violation of the Terms of Service or Acceptable Use Policy.

2. Uptime Commitment

Vertiso targets a Monthly Uptime Percentage of 99.5% for the core Service (the authenticated REST API and MCP endpoints), measured per calendar month.

"Monthly Uptime Percentage" means total minutes in the calendar month, minus Excluded Time (Section 3) and minus Downtime, divided by total minutes in the month minus Excluded Time, expressed as a percentage. "Downtime" means sustained unavailability of the core Service attributable to Vertiso, as measured by Vertiso's monitoring. Brief or intermittent errors, single-request failures, and degraded performance that do not amount to sustained unavailability are not Downtime.

Vertiso publishes current and historical Service availability on the Vertiso Memory status page at vertiso-memory.statuspage.io.

3. Exclusions

The following are "Excluded Time" and do not count as Downtime:

  • Scheduled maintenance for which Vertiso provides at least 24 hours' advance notice, and emergency maintenance reasonably required to protect the security or integrity of the Service;
  • Unavailability caused by Vertiso's third-party infrastructure providers (including Amazon Web Services, Heroku, and Cloudflare) or by any other third-party service, network, or platform outside Vertiso's reasonable control;
  • Force majeure events, including those described in the Terms of Service;
  • Issues arising from your equipment, software, network connectivity, or misconfiguration, or from your use of the Service in a manner not authorized by the Terms; and
  • Suspension or limitation of the Service for non-payment or for violation of the Terms of Service or Acceptable Use Policy.

4. Maintenance

Vertiso may perform scheduled maintenance and will use reasonable efforts to announce it in advance and to minimize disruption. Vertiso may also perform emergency maintenance without advance notice where reasonably necessary to protect the Service or its users.

5. Changes to This SLA

Vertiso may update this SLA from time to time in accordance with the change process in the Terms of Service. Material changes will be noted by updating the "Last Updated" date above.

6. Contact

Questions about this SLA may be directed to:

Vertiso Corporation
8201 164th Ave NE, Suite 200, Redmond, WA 98052
Email: support@vertiso.ai
Website: https://memory.vertiso.ai