This page describes, at a general level, how the Vaivatta service is measured and how we respond to incidents. Contract-specific commitments — uptime percentages, response times, credit thresholds — are agreed individually with each customer in their service contract, because every business has different needs.
What the service level covers
The service level applies to the following areas:
- Availability of the Vaivatta app and concierge channels (web and PWA)
- Response times for concierge requests (WhatsApp, email, in-app)
- Execution of monitoring checks on the tools we manage for you
- Communication during incidents
How we measure availability
Availability means the app and concierge channels are reachable and operating normally. We measure it as follows:
- Automated health checks every minute
- Measurements taken from an independent monitoring point inside the EU
- Availability percentage calculated monthly: (available minutes) / (total minutes in the month)
- Concierge response times measured from message arrival to first human reply
What doesn't count as downtime
The following situations are not counted as availability incidents:
- Pre-announced maintenance windows
- Issues caused by your own actions or integrations
- Issues with your internet connection or device
- Outages of third-party services beyond our control (e.g. Stripe payments, the WhatsApp API)
- Force majeure events
Maintenance and updates
We keep the service current through regular maintenance:
- Scheduled maintenance: announced at least 72 hours in advance via email and in-app
- Emergency fixes: critical security patches may be deployed without prior notice
- Maintenance window: we aim to perform maintenance on weeknights between 02:00–06:00 (Finnish time) to minimise impact
- App updates typically don't require downtime — new versions are rolled out with a zero-downtime method
Incident response times
Response time is the time until you receive a first reply from us — not necessarily a final resolution. General framework:
- Critical incident (service down): acknowledgement within one hour, continuous updates until resolved
- Significant incident (some functionality affected): acknowledgement within the same business day
- Minor incident or question: response within 1–2 business days
- Exact response thresholds and severity definitions are set in your individual contract
Service credits
If your contract sets an uptime guarantee that we miss in a given month, we'll issue a service credit on the following month's invoice. The credit amount, threshold, and calculation method are documented in your individual service contract. Credits are issued automatically — you don't need to request them.
Contract-specific details
Vaivatta is a hand-crafted service — we don't sell tier packages but build a tailored package for each customer. Uptime commitments, response times, credit percentages, support channels, and maintenance windows are all written into your individual service contract. You can request a current summary of your contract from the Vaivatta team at any time.
Standards
Our service-level measurement and terminology follow the principles of ISO/IEC 19086.
Service-level questions?
For contract and service-level questions:
- Contracts
- [email protected]
- Support
- [email protected]