Our Commitment to 99.99% Uptime
We back every cloud service with a transparent, enforceable SLA — because your business depends on infrastructure that simply works. No fine print, no runaround.
What This SLA Covers
The IT Vortex SLA applies to all production cloud services under an active service agreement.
Infrastructure as a Service (IaaS)
Private cloud compute, storage, and networking — including all VMware-powered virtual machines, vCloud Director tenant environments, and managed infrastructure components.
Desktop as a Service (DaaS)
Persistent and non-persistent virtual desktops, Omnissa Horizon session hosts, published applications, and the underlying brokering and authentication infrastructure.
Disaster Recovery as a Service (DRaaS)
VMware vCloud Availability replication infrastructure, failover/failback mechanisms, and the target recovery environment. RTO/RPO commitments are defined per workload in the service order.
99.99% Monthly Uptime
We measure uptime monthly. If we fall short, you receive automatic service credits — no ticket required.
| Service | Monthly Uptime SLA | Max Downtime / Month | Max Downtime / Year |
|---|---|---|---|
| Cloud Hosting (IaaS) | 4 min 23 sec | 52 min 36 sec | |
| Desktop as a Service (DaaS) | 4 min 23 sec | 52 min 36 sec | |
| Disaster Recovery (DRaaS) | 4 min 23 sec | 52 min 36 sec |
If We Miss, You're Credited
Credits are applied automatically as a percentage of the affected service's monthly recurring charge.
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.99% or above | No credit — SLA met |
| 99.9% – 99.98% | 10% |
| 99.0% – 99.89% | 25% |
| 95.0% – 98.99% | 50% |
| Below 95.0% | 100% |
Maximum credit per month: Total credits in any billing cycle shall not exceed 100% of the monthly recurring charge for the affected service. Credits are applied to the next billing cycle and are not redeemable for cash.
How to request a credit: Submit a service credit request via the IT Vortex Support Portal within 30 days of the incident. Include the affected service, date/time of the outage, and duration. IT Vortex will validate the claim against internal monitoring data and apply credits within one billing cycle.
Response & Resolution Targets
All support requests are triaged by severity. Critical issues receive immediate engineering attention around the clock.
| Severity | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Production environment fully down or major data loss | 15 minutes | 4 hours |
| P2 — High | Major feature impaired; no workaround available | 30 minutes | 8 hours |
| P3 — Medium | Partial service degradation; workaround available | 2 hours | 24 hours |
| P4 — Low | General inquiry, minor issue, or feature request | 4 hours | 72 hours |
SLA Policy Details
Clear definitions so there's never ambiguity around what's covered and what's not.
1 Definitions
"Downtime" means a period during which the customer's production workloads on a covered service are completely unavailable, as confirmed by IT Vortex's monitoring systems. Downtime begins when IT Vortex's monitoring detects the outage or the customer opens a support ticket — whichever occurs first — and ends when service is restored.
"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
"Scheduled Maintenance" means planned maintenance windows communicated to the customer at least 72 hours in advance via email or the IT Vortex Support Portal.
2 Exclusions
The following events are excluded from Downtime calculations and do not qualify for service credits:
- Scheduled Maintenance windows communicated at least 72 hours in advance
- Customer-caused outages, including misconfiguration, unauthorized changes, or actions taken within customer-administered environments (e.g., guest OS, applications)
- Force majeure events including natural disasters, war, terrorism, government actions, pandemics, or widespread internet/utility failures beyond IT Vortex's control
- Outages resulting from third-party services, software, hardware, or connectivity not provided or managed by IT Vortex
- Failures caused by the customer's refusal to implement IT Vortex-recommended updates, patches, or configuration changes
- DNS, email, or other ancillary services not explicitly listed as covered services under this SLA
- DDoS attacks or other security events where IT Vortex's mitigation response is within commercially reasonable timeframes
3 Maintenance Windows
IT Vortex performs scheduled maintenance during low-impact windows, typically Saturday 11:00 PM – Sunday 5:00 AM ET. Emergency maintenance may be performed outside this window when required to address critical security vulnerabilities or imminent infrastructure risks. IT Vortex will provide as much advance notice as reasonably possible for emergency maintenance.
Scheduled maintenance windows are excluded from uptime calculations. IT Vortex commits to limiting scheduled maintenance to no more than 8 hours per calendar month.
4 Data Protection
IT Vortex employs enterprise-grade security measures to protect customer data, including AES-256 encryption at rest and in transit, Fortinet Security Fabric perimeter defense, and VMware NSX zero-trust micro-segmentation. Specific data protection commitments and retention policies are defined in the customer's Master Service Agreement (MSA).
5 SLA Reporting & Transparency
Customers may request monthly uptime reports via the IT Vortex Support Portal. Reports include total uptime percentage, incident summaries, root cause analyses for any downtime events, and remediation actions taken.
6 Governing Terms
This SLA is subject to the terms of the customer's Master Service Agreement (MSA) with IT Vortex, LLC. In the event of any conflict between this SLA and the MSA, the MSA shall govern. IT Vortex reserves the right to modify this SLA with 30 days' written notice to affected customers. The SLA is effective as of the service activation date and remains in effect for the duration of the service term.
Frequently Asked Questions
Common questions about our SLA commitments, credits, and support.
99.99% uptime allows for a maximum of approximately 4 minutes and 23 seconds of unplanned downtime per month, or roughly 52 minutes and 36 seconds per year. This is measured against our monitoring systems and excludes scheduled maintenance windows.
IT Vortex monitors all covered infrastructure 24/7 using enterprise-grade monitoring tools. Downtime is validated against our internal monitoring data. You can also open a support ticket at any time to report an issue, which starts the downtime clock if our systems haven't already flagged it.
Service credits must be requested via the IT Vortex Support Portal within 30 days of the qualifying incident. Once validated, credits are applied to the next billing cycle. We validate all claims against our monitoring data to ensure accuracy.
The SLA covers the infrastructure layer — compute, storage, networking, and the virtualization platform. Application-level availability, guest OS performance, and customer-managed configurations are outside the scope of this SLA unless explicitly included in your service agreement.
Emergency maintenance is performed only when necessary to address critical security vulnerabilities or imminent infrastructure risks. We provide as much advance notice as possible and work to minimize impact. Emergency maintenance windows are excluded from uptime calculations only if prior notice is provided.
The 99.99% uptime SLA applies to the DRaaS replication and recovery infrastructure itself. Specific RTO (Recovery Time Objective) and RPO (Recovery Point Objective) targets are defined per workload in your individual service order and are tested quarterly to ensure compliance.
Questions About Our SLA?
Talk to an engineer — we'll walk you through our infrastructure, monitoring, and recovery capabilities.
