Measure the promise before selling the promise.

The public launch target for contracted production API service is 99.9% monthly availability unless a signed SLA specifies a different target. A target is not a contractual commitment until incorporated into an executed agreement.

Availability is measured from VERITAN-controlled production request telemetry for the contracted service and excludes customer systems, unsupported integrations, customer credential errors, scheduled maintenance, force majeure, and other exclusions stated in the signed SLA.

P1: production service materially unavailable or critical security incident. P2: substantial degradation without total outage. P3: limited defect or non-critical degradation. P4: informational, feature, or documentation request.

Default enterprise targets are P1 acknowledgment within 1 hour, P2 within 4 business hours, and P3 by the next business day, subject to the customer support schedule in the order form.

Planned maintenance should be communicated in advance when reasonably practicable and designed to minimize customer impact. Emergency maintenance may occur without standard notice to protect security or service integrity.

Where contracted, service credits are calculated under the signed SLA and are generally applied to future service rather than paid as cash damages. The signed agreement states whether credits are the exclusive SLA remedy.

Security incidents are handled under the applicable security and incident-response terms. Security work may take precedence over ordinary availability targets when necessary to contain or remediate a material threat.

Customers must maintain supported integrations, secure credentials, provide current technical contacts, monitor webhook failures, and avoid behavior that causes preventable service instability or rate-limit violations.