SLA terms clarification – Growth vs Enterprise
Ticketclosed
Veldmaat Payments · SLA terms clarification – Growth vs Enterprise
Customer asked which SLA applied after a draft Enterprise contract surfaced. Support confirmed Growth terms and the customer chose to stay, but asked about uptime credits. The thread does not answer that.
What happened
What this says
As at Fri 9 Oct 2026Customer asked which SLA applied after a draft Enterprise contract surfaced. Support confirmed Growth terms and the customer chose to stay, but asked about uptime credits. The thread does not answer that.
Problem: Sanne Bakker found that the draft contract offered 99.9% uptime and a 30-minute P1 response, unlike the current agreement.
Handling: Bethan Lister confirmed the current contract is Growth, with 99.5% uptime and a one-hour P1 response, and said Enterprise needs a new order form from sales.
Watch: Sanne Bakker asked whether the 99.5% target was breached and whether credits apply. The thread closed on 10 Aug 2026 without an answer, and the evidence does not show the executed order form.
Details
Updated 9 Oct 26Trail
created · Sanne Bakker 27 Jul 2026 12:26I need to clarify our SLAs. We've had a couple of refresh outages and slow ticket responses in the past week. The draft contract mentions ninety-nine point nine per cent uptime and a thirty-minute P1 response, but our current agreement says ninety-nine point five per cent and one hour. I need to confirm which SLAs apply to us right now and when the new terms would start.- Public reply · Bethan Lister 27 Jul 2026 19:05Good question. Let me check your current contract status and what the draft is offering. I'll get back to you tomorrow with clarity on the SLAs.
- Public reply · Bethan Lister 29 Jul 2026 09:15Your current contract is Growth tier: ninety-nine point five per cent uptime, one-hour P1 response. The draft for Enterprise (ninety-nine point nine per cent uptime, thirty-minute P1) would need a new order form, which our sales team handles. Are you interested in discussing an upgrade?
- Public reply · Sanne Bakker 29 Jul 2026 09:23Clear. We're sticking with Growth. But we've had multiple refresh outages in recent weeks. We need to know whether you're meeting the ninety-nine point five per cent uptime SLA, or whether we've had breaches that qualify for credits.
- Status change · 10 Aug 2026 23:59