Service Level Agreement

This Service Level Agreement (“SLA”) describes Veldun's commitments for platform availability, incident response, and support. It applies to all organizations with an active paid subscription.

Veldun commits to 99.9% monthly uptime for the core platform, measured as the percentage of minutes in a calendar month during which the platform is available and functional.

Core platform includes: the admin dashboard, member directory, dues collection, event management, email sending, and public organization websites. AI features (event creation, newsletter assembly) depend on third-party API availability and are excluded from uptime calculations.

Veldun maintains automated daily backups of all data with a 30-day retention period. Point-in-time recovery is available within that window, enabling restoration to any second within the last 30 days.

• All data is encrypted at rest (AES-256) and in transit (TLS 1.2+)
• Database infrastructure uses multi-availability-zone replication for automatic failover
• Data residency: United States (AWS us-east-1, Northern Virginia)
• In the event of data loss, Veldun will restore from the most recent backup at no additional cost

Planned maintenance windows are excluded from uptime calculations. Veldun will:

• Notify account administrators by email at least 48 hours before planned maintenance
• Schedule maintenance outside of US business hours (9 AM - 6 PM ET, Monday through Friday) whenever possible
• Keep planned maintenance windows to under 2 hours per occurrence

Database infrastructure is configured for automatic failover. Most routine maintenance operations complete without user-visible downtime.

Emergency maintenance (security patches, critical infrastructure updates) may be performed with shorter notice. We will communicate via email as soon as the maintenance is scheduled.

Veldun classifies incidents by severity and responds accordingly:

Acknowledgment means Veldun has confirmed receipt of the issue and begun investigation. Resolution targets are goals, not guarantees - some issues require more time depending on complexity. We will provide regular updates on progress for Critical and High severity issues.

All organizations with an active subscription have access to email support at hello@veldun.com. We respond to every inquiry within 24 hours.

Support covers: platform usage questions, bug reports, data export assistance, billing inquiries, and onboarding help including data migration from other platforms.

If Veldun fails to meet the 99.9% monthly uptime commitment, the affected organization is eligible for service credits:

Credits must be requested within 30 days of the month in which the downtime occurred by emailing hello@veldun.com. Credits are applied to the next billing cycle and do not exceed 30% of the monthly subscription fee. Credits are the sole and exclusive remedy for failure to meet the uptime commitment.

The following are excluded from uptime calculations and do not qualify for service credits:

• Planned maintenance windows communicated in advance per the terms above
• Outages caused by the organization's own Stripe account, domain configuration, or third-party integrations
• Downtime resulting from third-party service outages (AWS, Stripe, Resend, Cloudflare) beyond Veldun's control
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Issues caused by the organization's misuse of the platform or violation of the Terms of Service
• AI feature availability, which depends on Anthropic's Claude API uptime

Veldun will provide incident reports for Critical and High severity events within 5 business days of resolution. Reports include: timeline of the incident, root cause analysis, impact assessment, and preventive measures taken.

We may update this SLA as the platform evolves. We will notify account administrators by email at least 30 days before material changes take effect. Changes will not retroactively affect service credits for downtime that has already occurred.

For support, incident reports, or service credit requests, email hello@veldun.com. We respond to every inquiry within 24 hours.