Service Level Agreement
Last updated: 22 September 2026
This SLA applies only where it is referenced in a signed order form or an Enterprise agreement. On the Free, Solo and Studio plans the service is provided on a reasonable-efforts basis, without an availability commitment.
Provider: Xigi Ltd, registered number 10261356, registered office Hova House, 1 Hova Villas, Brighton & Hove, BN3 3DH, United Kingdom.
1. What is covered
The VUNIVA platform: signing in, the editor, code generation, and delivery to your repository.
What is not covered
| Excluded | Why |
|---|---|
| App builds on Expo (EAS) | runs on Expo's infrastructure, using your account |
| GitHub / GitLab availability | your provider, your account |
| Your app's database or auth provider | your account, not ours |
| The AI assistant's *answer quality* | availability is covered; judgement is not |
| Anything caused by your configuration | e.g. a revoked token or an expired plan |
This split is deliberate. We can only commit to what we control. The most expensive part of the chain — the cloud build — runs on your Expo account, and we will not promise someone else's uptime.
2. Availability commitment
Monthly availability target: 99.5% of the Monthly Minutes, measured per calendar month.
That allows roughly 3 hours 39 minutes of downtime per month.
How we measure it
Availability is measured from our own monitoring, which polls the platform's health endpoint at a fixed interval from outside the application container. A minute counts as unavailable if the platform fails to respond successfully for that whole minute.
Availability = (Monthly Minutes − Unavailable Minutes) / Monthly MinutesExcluded from Unavailable Minutes:
- planned maintenance announced at least 48 hours in advance
- emergency maintenance needed to fix a security issue
- failures of the third-party services listed in section 1
- anything caused by your own network, configuration or credentials
- force majeure
3. Planned maintenance
- announced at least 48 hours in advance, by email
- scheduled outside 08:00–18:00 UK time where possible
- capped at 4 hours per calendar month
4. Support
| Severity | What it means | First response |
|---|---|---|
| 1 — Critical | the platform is unusable for everyone | 4 business hours |
| 2 — High | a core function fails (generation, delivery, sign-in) | 1 business day |
| 3 — Normal | something works badly, or a question | 2 business days |
| 4 — Low | a request, a suggestion | 5 business days |
Business hours: 09:00–17:00 UK time, Monday to Friday, excluding English public holidays.
Contact: vuniva@xigi.uk. Include your account email, what you did, what happened, and the time — with a timestamp we can find the request in our logs.
First response is not resolution. We commit to answering in that time, and to telling you honestly what we know and what we do not.
5. Service credits
If we miss the availability target, you may claim a credit against future fees.
| Monthly availability | Credit |
|---|---|
| below 99.5% but at least 99.0% | 10% of that month's fee |
| below 99.0% but at least 95.0% | 25% |
| below 95.0% | 50% |
How to claim: write to vuniva@xigi.uk within 30 days of the end of the affected month. We apply approved credits to your next invoice.
Credits are the sole remedy for missing the availability target. They do not apply to the Free plan, and they never exceed the fees paid for the affected month.
6. Backups and recovery
- Backups: daily, covering the database and the repositories we hold.
- Retention: 7 days by default.
- Recovery point objective (RPO): 24 hours.
- Recovery time objective (RTO): 8 hours.
Restores are drilled, not assumed. We run a restore drill on a schedule and record the result. A backup that has never been restored is not a backup.
Your generated code is your own backup. It lives in your repository, outside our systems. Even a total failure on our side does not take your apps away.
7. Security incidents
If we become aware of a breach affecting your data, we notify you without undue delay and within 72 hours of becoming aware, with what we know, what we are doing, and what you should do.
8. Changes
We may change this SLA with 30 days' notice. If a change reduces a commitment materially and you do not accept it, you may terminate the affected subscription at the end of the notice period without penalty.