Service Level Agreement

Last updated 2026-10-23

This agreement applies to organizations on the Enterprise plan, as part of their order form with Keyveve, Inc.. Other plans get the same service without a commitment or credits.

1. The commitment

The Ingest API (the endpoints the SDKs, OpenTelemetry and LiteLLM send calls to) and the Dashboard and read API are each available at least 99.9% of every calendar month.

2. How it's measured

Every minute, the service checks each component from its own request records: a minute in which at least half of the requests to a component fail with a server error counts as down, and so does a minute in which the checks themselves didn't run. Monthly uptime is the share of the month's minutes that weren't down. The record is public on the status page, along with every incident.

3. What doesn't count

• Maintenance announced on the status page at least 48 hours ahead, up to four hours a month.
• Problems caused by your systems, your network, or how you use the service against the documentation.
• Rate limits and plan limits doing what they're for, and requests refused for a bad, expired or address-restricted key.
• Features marked beta, and third-party services you connect (provider cost APIs, Stripe, Slack, webhooks).
• Events beyond reasonable control, such as a regional cloud outage.

The SDKs keep calls in memory and retry them, so short outages don't lose data.

4. Service credits

If a component's monthly uptime falls below the commitment, you get a credit on that month's Enterprise fees:

Ask for a credit at support@veqen-app.com within 30 days of the month's end, naming the component and times. Credits are applied to the next invoice, aren't paid out in cash, and are your only remedy for missed availability.

5. Support response

Enterprise support answers within one business day, and within four hours for a full outage of either component.