SLA & Support Levels
Service Level Agreement details for VULK plans. Formal uptime SLA is included on Business plans.
SLA & Support Levels
VULK offers tiered support based on your plan. A formal uptime SLA and incident credits are included on Business plans and custom enterprise contracts.
Support by Plan
| Feature | Builder | Pro | Team | Max | Business |
|---|---|---|---|---|---|
| Help center access | Yes | Yes | Yes | Yes | Yes |
| AI chatbot | Yes | Yes | Yes | Yes | Yes |
| Ticket support | Yes | Yes | Yes | Yes | Yes |
| Priority routing | — | Yes | Yes | Yes | Yes |
| Response-time SLA | 24 h | 12 h | 4 h | 4 h | 1 h |
| Uptime SLA | — | — | — | — | 99.9 % |
| Dedicated point of contact | — | — | — | Yes | Yes |
| Incident credits | — | — | — | — | Yes |
Business SLA Details
Uptime Guarantee
VULK guarantees 99.9 % uptime for Business plan customers, measured monthly. Uptime is the percentage of time the service is operational within a calendar month, excluding scheduled maintenance.
Response Times
| Priority | Response Time | Description |
|---|---|---|
| Critical | < 1 hour | Service completely unavailable |
| High | < 4 hours | Major feature broken, no workaround |
| Medium | < 8 hours | Feature impaired, workaround available |
| Low | < 24 hours | Minor issue, cosmetic, or question |
Incident Credits
If VULK fails to meet the 99.9 % uptime guarantee on Business:
| Monthly Uptime | Credit |
|---|---|
| 99.0 % – 99.9 % | 10 % of monthly fee |
| 95.0 % – 99.0 % | 25 % of monthly fee |
| Below 95.0 % | 30 % of monthly fee |
Credits are applied to the next billing cycle upon request.
Scheduled Maintenance
- Maintenance windows announced at least 48 hours in advance
- Scheduled during low-traffic hours (02:00–06:00 CET)
- Scheduled maintenance does not count against uptime
Enterprise (custom)
For mTLS, a dedicated support engineer, 99.95 % SLA, and custom contracts, contact [email protected] for an enterprise quote. SSO/SAML and audit logs are included on Business.
Support Channels
All Plans
- Help Center — support.vulk.dev/docs
- AI Chatbot — in-product, 24/7
Builder, Pro, Team, Max, Business
- Email tickets — [email protected]
- Priority ticket routing on Pro and above — your tickets are handled first
Max and Business
- Dedicated point of contact for your account
- Direct Slack channel for real-time questions
How to Submit a Ticket
- Go to support.vulk.dev/docs/tickets
- Sign in with your VULK account
- Describe your issue with as much detail as possible
- Select a priority level
- Submit — you will receive a confirmation email
Tickets require a Builder plan or higher.
Analytics & Audit Log
Track project usage, team activity, and review a complete audit trail.
AI App Builder
A platform that turns natural-language prompts into complete, deployable web and mobile applications. VULK is an AI app builder that generates React, Next.js, Flutter, and React Native projects with backend, database, payments, and one-click deploy.