Service Level Agreement · Effective 2026-05-05
Service Level Agreement
This SLA defines the availability target for the Voxen Platform — the routing proxy, the build pipeline, the dashboard and API, the managed database fleet, and the object storage layer that backs static deploys. It is explicit and narrowly scoped on purpose.
Platform availability target
Voxen targets 99.5% monthly uptime for the Voxen Platform. Uptime is measured against the public status page at voxenlabs.cloud/status, which surfaces the operational state of each subsystem.
What is covered
- Edge Proxy — request routing to your hosts.
- Dashboard & API — voxenlabs.cloud control plane.
- Builder — building and shipping new deploys.
- Database Fleet — managed Postgres for service projects.
- Object Storage — static deploys and uploads.
- Issuance and renewal of SSL certificates on Voxen-issued hostnames.
What is not covered
SLA credits do not apply to outages, errors, or degraded performance arising from any of the following:
- Your project. Your container exiting, your code throwing, your application crashing under load, your health-check endpoint failing, your dependencies misbehaving, your CSS rendering wrong, your database query being slow, etc.
- Configuration you control.DNS records, custom domains, environment variables, build commands, package versions, secrets you didn’t rotate.
- Third-party services. Outages of Stripe, OpenAI, your own external APIs, GitHub, npm registries, or anything Voxen does not operate.
- Resource exhaustion. Hitting CPU, memory, or disk limits documented for your plan; exceeding bandwidth quotas; running over compute-time allotments.
- Scheduled maintenance. Up to four hours per month of pre-announced maintenance windows, communicated at least 48 hours in advance.
- Force majeure. Datacenter-level events, internet routing failures upstream of our network, sustained DDoS attacks, government action.
SLA credits
If platform availability falls below the target in a given calendar month and the downtime is attributable to a covered subsystem, you may request a credit:
| Monthly uptime | Credit |
|---|---|
| ≥ 99.5% | — |
| 99.0% – 99.5% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| < 95.0% | 50% of monthly fees |
Credits are issued as Voxen credits applied to your next invoice. To request a credit, email hello@voxenlabs.cloud within 30 days of the incident with the affected period and the relevant status page entries.
What we do not do
We do not monitor your project for you. We will not page on your behalf, will not auto-restart beyond the bounded recovery window, and will not modify your code to fix outages. Project-level incidents are visible in your dashboard with full logs — recovery is your responsibility.