This page restates the operational commitments behind every Vetta plan. It is written as commitments and targets throughout. Where something is not guaranteed, it does not say guaranteed.
Availability
We target 99.9% monthly availability for the platform and use commercially reasonable efforts to meet it. Availability excludes scheduled maintenance, customer application code, third-party services the application depends on, and DNS or domain issues outside our control.
We do not publish a service credit scheme. A genuine outage is handled with a conversation and, where warranted, a discretionary credit. We would rather make that call directly than administer a formula.
We do not publish an uptime figure we are not measuring, and there is no status page here until one reads from real monitoring.
Backups and recovery
Database backups run automatically, are retained for the window your plan specifies, and are stored separately from the production environment.
- Launch — daily backups, 7 day retention
- Growth — daily backups, 30 day retention
- Scale — hourly backups, 90 day retention, quarterly restore verification
- Dedicated — custom policy, monthly restore verification
Restore on request is included on all plans during support hours. We commit to backup frequency and retention. We do not commit to a recovery time objective, because an honest one depends on the volume of data on the day it is asked for. Backups are not a substitute for your own records.
Monitoring
Automated checks run against your application’s health endpoint and its public URL. Failures alert our on-call.
- Launch — 5 minute interval
- Growth — 1 minute interval, incident alerting to on-call
- Scale and Dedicated — 1 minute interval, 24/7, priority handling
Support hours and response targets
Standard support hours are Monday–Friday, 9:00 AM – 5:00 PM MST, excluding US federal holidays. MST is fixed year round. These hours do not shift for daylight saving.
- Launch — email, 2 business day target
- Growth — email and phone, 1 business day target
- Scale — email, phone, priority queue, 4 business hour target
- Dedicated — named contact, per agreement
These are targets for a first response, not guarantees, and not resolution times.
After hours
Outside support hours, automated monitoring continues and platform-level incidents affecting multiple customers are handled as they are detected. Individual after-hours support for a single account is available as a paid emergency callout at the published rate.
Maintenance
Scheduled maintenance runs Sundays, 10:00 PM – 2:00 AM MST. Anything expected to cause downtime gets 72 hours of notice by email. Emergency security maintenance may occur without notice.
Data export
At any time, on request, we provide a complete export of your database and uploaded files in a standard format, within ten business days. This is unconditional and survives cancellation for thirty days.
Escalation
Start at support@vettahosting.com. If a response target passes without a reply, reply to the same thread and mark it escalated. Growth and above may call during support hours. Dedicated accounts escalate through their named contact.
Exclusions
These commitments cover the platform layer. They do not cover application code, content, third-party services your application depends on, email deliverability, or domain registration. The full boundary is on theplatform page.