Settings
SLA & Support Levels
Service Level Agreement details for Business plan customers.
SLA & Support Levels
VULK offers tiered support based on your plan, with a formal Service Level Agreement (SLA) for Business customers.
Support by Plan
| Feature | Builder | Pro | Team | Business |
|---|---|---|---|---|
| Help center access | Yes | Yes | Yes | Yes |
| Email support | Yes | Yes | Yes | Yes |
| Priority routing | — | — | Yes | Yes |
| Ticket support | — | Yes | Yes | Yes |
| Response time guarantee | — | — | — | 1 hour |
| Uptime SLA | — | — | — | 99.9% |
| Dedicated support | — | — | — | Yes |
| Incident credits | — | — | — | Yes |
Business SLA Details
Uptime Guarantee
VULK guarantees 99.9% uptime for Business plan customers, measured monthly. Uptime is calculated as 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:
| 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 are announced at least 48 hours in advance
- Maintenance is scheduled during low-traffic hours (02:00–06:00 CET)
- Scheduled maintenance does not count against uptime
Support Channels
All Plans
- Help Center — support.vulk.dev/docs
- Email — support@vulk.dev
Team & Business
- Priority ticket routing — Your tickets are handled first
- Direct escalation — Access to senior support engineers
Business Only
- 24/7 support — Round-the-clock availability
- Named account representative — A dedicated contact for your organization
- Phone support — Available upon request
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.