Uptime + credits
1. Uptime target
Vedge targets 99.5% monthly uptime on the authenticated API and web application, measured per calendar month.
2. Measurement
Uptime is measured as (total minutes in month − downtime minutes) / total minutes × 100. A minute counts as downtime if more than 50% of API requests in that minute fail with a 5xx error not attributable to the tenant’s own misuse.
Our external monitoring runs from three Ghanaian ISPs and one global synthetic monitor, and the measurement is the minimum across probes — i.e. we measure what tenants actually experience, not best-case from our own datacentre.
3. Service credits
If monthly uptime drops below the target, tenants are entitled to a service credit on the following schedule, applied to the next invoice:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fees |
| 97.0% – 99.0% | 25% of monthly fees |
| 0% – 97.0% | 50% of monthly fees |
Service credits are the Tenant’s sole remedy for uptime shortfalls. They cannot exceed 50% of the monthly fee for any given month.
4. Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 48 hours in advance
- Force majeure (natural disaster, nationwide network outage, sovereign action)
- Customer misuse, unsupported integrations, or traffic exceeding the stated plan limits
- Upstream outages at sub-processors we do not control (cloud region, SMS gateway, payment rails)
5. How to claim
Email support@tryvedge.com within 30 days of the end of the affected month. Include the tenant name, the month in question, and any symptoms you observed. We respond within 10 business days and apply approved credits to the next scheduled invoice.