What uptime guarantee does Vaultastic provide in its SLA?

Vaultastic guarantees 99.9% uptime in its Service Level Agreement (SLA), ensuring consistent access to your archived data. This high availability is achieved through a robust cloud-native infrastructure hosted on the highly reliable AWS platform. Vaultastic’s architecture incorporates redundancies, real-time data replication, and load balancing to minimize disruptions and maintain service continuity. Regular system monitoring and proactive maintenance further enhance reliability, ensuring your business operations remain unaffected.

How does Vaultastic ensure data availability and durability as part of its SLA?

Vaultastic offers industry-leading data availability and durability through its multi-geographic replication and 11 9’s durability guarantee. All archived data is stored across multiple geographically distributed AWS data centers, ensuring no single point of failure. The platform uses advanced storage systems with error detection and correction capabilities to preserve data integrity. Real-time backups, disaster recovery setups, and continuous monitoring ensure your data remains accessible and intact under all circumstances.

What are the support response times defined in Vaultastic’s SLA for critical issues?

Vaultastic provides prioritized support response times based on the severity of the issue, as defined in its SLA. For critical issues impacting service availability or data access, Vaultastic’s team guarantees a response time within 1 hour and works to resolve the issue as quickly as possible. Less critical issues receive responses within defined timeframes ranging from 4 to 24 hours, ensuring comprehensive and timely assistance for all concerns.

Does Vaultastic’s SLA include provisions for data security?

Yes, Vaultastic’s SLA includes the product specification that incorporates robust data security and compliance provisions, ensuring adherence to global standards like GDPR, and DPDPA, as well as industry-specific regulations from entities like RBI, SEBI, and IRDAI. The SLA guarantees end-to-end encryption, role-based access control, and adherence to data residency requirements. Regular security audits, vulnerability assessments, and compliance certifications underscore Vaultastic’s commitment to safeguarding your data and meeting regulatory expectations.

Can the terms of Vaultastic’s SLA be customized to align with specific organizational needs?

Our SLA is a comprehensive, standard document that applies to all our customers. Vaultastic recognizes that in certain rare cases, large organizations may have unique requirements and offers the flexibility to tailor SLA terms with an addendum, that is mutually discussed. The Vaultastic team works closely with customers to understand their needs and create an addendum that builds on the original SLA and includes additional clauses mutually agreed.

What happens if Vaultastic fails to meet the SLA commitments?

Vaultastic takes its SLA commitments very seriously and has mechanisms in place to address any lapses. In the unlikely event of failing to meet SLA commitments, Vaultastic follows a structured process to resolve the issue, identify root causes, and implement corrective actions. Customers are kept informed throughout the resolution process. The SLA includes provisions to address accountability, ensuring that Vaultastic takes ownership of performance lapses and works diligently to prevent recurrence.

Are there any penalties or compensations defined in Vaultastic’s SLA for downtime or service interruptions?

Yes, Vaultastic’s SLA includes provisions for penalties or compensations in case of downtime or service interruptions beyond the agreed thresholds. These may take the form of service credits or other mutually agreed remedies to offset the impact on customers. The specifics of compensations are outlined in the SLA and are designed to reflect Vaultastic’s commitment to ensuring consistent and reliable service delivery.

Does Vaultastic’s SLA cover scheduled maintenance and its impact on service availability?

Vaultastic’s SLA clearly defines the policies surrounding scheduled maintenance to minimize the impact on service availability. Customers are notified well in advance about scheduled maintenance activities, including the timing, duration, and potential service impacts. Maintenance windows are carefully planned during off-peak hours to avoid disrupting business operations. During these periods, Vaultastic ensures that data integrity and security are maintained, with critical services restored as quickly as possible.

How does Vaultastic monitor and report SLA performance to customers?

Vaultastic uses sophisticated monitoring tools and dashboards to track SLA performance in real time. Key metrics such as uptime, response times, and data access latency are continuously measured and logged. Customers receive regular reports summarizing SLA performance, ensuring transparency and accountability. In addition, Vaultastic’s support team is available to provide detailed insights into performance metrics upon request, reinforcing its commitment to operational excellence.

Are SLA updates or changes communicated to customers in advance?

Yes, Vaultastic ensures that any updates or changes to its SLA are communicated to customers well in advance. Customers are provided with detailed explanations of the changes, including how they may impact service levels, responsibilities, or performance guarantees. The updates are designed to enhance service quality and are implemented only after informing customers and, where applicable, mutual agreement (in case of addendums that we may have signed). This ensures a seamless transition and continued alignment with customer expectations.

SLA and Support - Vaultastic

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What are the details of your Service Level Agreement (SLA)?

Find detailed information on our Service Level Agreement (SLA) here.

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