Loading Vidi Systems...
Loading Vidi Systems...
Our commitment to uptime, performance, and support response times for Vidi Agency Enterprise Partners.
Effective Date: January 1, 2026
We guarantee that our core infrastructure (hosted AI agents, dashboards, and API endpoints) will be available 99.9% of the time during any given monthly billing cycle.
If we fail to meet this guarantee, Enterprise partners are eligible for service credits credited toward future maintenance or development hours.
| Severity Level | Definition | Response Time |
|---|---|---|
| Severity 1 (Critical) | System is down. Critical AI agent failure. Data loss risk. | < 1 Hour (24/7) |
| Severity 2 (High) | Core feature functionality is impaired but system is operational. | < 4 Hours |
| Severity 3 (Normal) | Minor bug, glitch, or non-critical error. | < 24 Hours |
| Severity 4 (Low) | General questions, cosmetic tweaks, or feature requests. | < 48 Hours |
Our SLA covers the codebase and infrastructure managed directly by Vidi Agency. It does not cover outages caused by third-party providers that are beyond our control.
Enterprise clients can report Severity 1 issues via the dedicated emergency channel.