Service Level Agreement

This Service Level Agreement (“SLA”) describes VenueFuze's availability targets and incident-response commitments for paying Organizers. Free-tier accounts are served on a reasonable-effort basis without the credits described below.

1. Availability target

VenueFuze targets 99.5% monthly uptime for the production platform (organizer dashboard, attendee ticketing, checkout, scanner, and broadcast surfaces), measured by external synthetic checks against /api/health at 1-minute granularity.

Planned maintenance windows are excluded from the calculation and are announced at least 48 hours in advance via email and the in-product status banner.

2. Definitions

Downtime means a period during which the production platform's primary surfaces (sign-in, checkout, scanner, attendee QR rendering) return 5xx errors for >50% of requests for >5 consecutive minutes.

Excluded events: scheduled maintenance, force majeure (natural disaster, regional infrastructure outage, denial-of-service attacks), and downtime caused by Organizer error (custom code, misconfigured Stripe connection, malformed import data).

3. Service credits

If monthly uptime falls below the target, Organizers on paid plans may request a credit against the following billing month:

• 99.0% – 99.49%: 5% credit
• 95.0% – 98.99%: 10% credit
• Below 95.0%: 25% credit

Credits are the exclusive remedy for missed availability targets. To request a credit, email support@venuefuze.com within 30 days of the affected month.

4. Incident response

• Severity 1 (total outage of primary surfaces, gate scanner failing during a live event): acknowledgement within 30 minutes; status updates every 60 minutes until resolved.
• Severity 2 (major feature degraded, payments succeeding but receipts not delivered): acknowledgement within 4 business hours.
• Severity 3 (cosmetic, low-impact bugs): acknowledgement within 2 business days.

Report incidents to support@venuefuze.com. For Severity 1 issues affecting a live event in progress, include “LIVE-EVENT” in the subject line.

5. Support hours

Business-hours support is provided Monday–Friday 09:00–17:00 US Pacific Time. Live-event Severity 1 issues are covered 24/7.

6. Changes

Material changes to availability targets or credit tiers will be announced to paying Organizers at least 30 days in advance.