Support Commitment

Service Level Agreement

Our commitment to uptime, support response times, and data security for Vidi Agency clients.

Effective Date: January 1, 2026

Uptime Commitment

We target 99.9% availability for all AI assistants, knowledge bases, and integrations we host and manage on behalf of clients. This is measured per calendar month and excludes scheduled maintenance windows communicated in advance.

If we fall below this target due to issues within our control, we will discuss remediation with the affected client — typically in the form of additional support hours or priority fixes at no charge.

99.9%Target Uptime

Support Response Times

Severity	What it means	Response time
Critical	AI assistant is completely down. Engineers or sales team cannot access the system.	< 2 Hours
High	Core feature is impaired — answers degraded, CRM sync failing, leads not being captured.	< 8 Hours
Normal	Minor bug or unexpected behaviour that does not block daily use.	< 24 Hours
Low	General questions, wording tweaks, or adding new documents to the knowledge base.	< 48 Hours

What This SLA Does Not Cover

This SLA applies to the AI systems and infrastructure directly managed by Vidi Agency Ltd. Outages or issues caused by the following are outside our control and not covered:

AI API provider outages (e.g. Groq, OpenAI)
Cloud or hosting platform outages (e.g. Vercel, AWS)
Client's internet or network connectivity
Third-party CRM or CMMS downtime
Client-made modifications to the delivered system
Force majeure events

Need to report an issue?

Email us directly at peter@vidiagencyltd.com with the word URGENT in the subject line for critical issues.

Contact Support

Support Commitment

Service Level Agreement

Our commitment to uptime, support response times, and data security for Vidi Agency clients.

Effective Date: January 1, 2026

Uptime Commitment

99.9%Target Uptime

Support Response Times

Severity	What it means	Response time
Critical	AI assistant is completely down. Engineers or sales team cannot access the system.	< 2 Hours
High	Core feature is impaired — answers degraded, CRM sync failing, leads not being captured.	< 8 Hours
Normal	Minor bug or unexpected behaviour that does not block daily use.	< 24 Hours
Low	General questions, wording tweaks, or adding new documents to the knowledge base.	< 48 Hours

What This SLA Does Not Cover

This SLA applies to the AI systems and infrastructure directly managed by Vidi Agency Ltd. Outages or issues caused by the following are outside our control and not covered:

AI API provider outages (e.g. Groq, OpenAI)
Cloud or hosting platform outages (e.g. Vercel, AWS)
Client's internet or network connectivity
Third-party CRM or CMMS downtime
Client-made modifications to the delivered system
Force majeure events

Need to report an issue?

Email us directly at peter@vidiagencyltd.com with the word URGENT in the subject line for critical issues.

Contact Support

AI Lead Capture & Qualification

Lead Capture

Smart Qualification

CRM Integration

Email Sync

AI Assistants for Heavy Industry & Manufacturing

Service Level Agreement

Uptime Commitment

Support Response Times

What This SLA Does Not Cover

Need to report an issue?

Service Level Agreement

Uptime Commitment

Support Response Times

What This SLA Does Not Cover

Need to report an issue?