Service level agreement
Vascular Inbox — Service Level Agreement
01
Customer-hosted inbox
Vascular Inbox runs on your infrastructure. Availability of your instance is outside Vascular's control and is not covered by this SLA.
02
Vascular-hosted SFMC
The SFMC Journey Activity and SFMC Relay are operated by Vascular. Uptime of these components is Vascular's responsibility and is covered under Section 3.
03
Business-hours support
All response time commitments refer to 09:00–17:00 CET/CEST (Oslo time), Monday to Friday, excluding Norwegian public holidays.
Scope
This Service Level Agreement ("SLA") applies to the self-hosted containerized in-app messaging solution ("Vascular Inbox") provided by VascularIO AS ("Vascular", "we", "us") to customers holding a valid license.
This SLA covers two categories of components:
- Vascular Inbox — deployed and operated on the customer's own infrastructure. Availability of the customer's instance is outside Vascular's control and is not covered by this SLA.
- Vascular-hosted SFMC components — the SFMC Journey Activity and SFMC Relay, both operated by Vascular. Uptime of these components is Vascular's responsibility and is covered under Section 3.
Business hours
All response time commitments in this SLA refer to business hours: 09:00–17:00 CET/CEST (Oslo time), Monday to Friday, excluding Norwegian public holidays.
Vascular Inbox reliability
2.1 Security vulnerability response
Upon discovery or responsible disclosure of a critical security vulnerability, Vascular will release a patch or documented workaround within 5 business days. Customers are notified via their registered support channel as soon as a fix is available. Non-critical security issues are included in the next scheduled release.
2.2 Release stability & breaking changes
New Vascular Inbox versions will not introduce breaking changes to existing APIs, container interfaces, or SDK behavior. In the rare event that a breaking change is unavoidable, Vascular will:
- Notify affected customers at least 30 days in advance via the registered support channel
- Provide a documented migration guide before the change takes effect
- Coordinate the transition timeline directly with the customer
2.3 Versioning & deprecation policy
Vascular Inbox and the Vascular-hosted SFMC components follow Semantic Versioning (SemVer):
| Release type | Example | What it means |
|---|---|---|
| Patch | 1.0.x |
Bug fixes and security patches — no breaking changes |
| Minor | 1.x.0 |
New features, fully backwards compatible |
| Major | x.0.0 |
May include breaking changes — 30-day advance notice required |
Container image tags follow the same scheme. Pinned version tags (e.g.,
vascular-inbox:1.2.3) will never be overwritten. When a version reaches end-of-life,
Vascular will provide a minimum 6-month deprecation notice before withdrawing support.
SFMC components Vascular-hosted
3.1 How the components work together
Vascular provides two hosted components that bridge Salesforce Marketing Cloud journeys with a customer's self-hosted Vascular installation:
- SFMC Journey Activity — a web application hosted by Vascular and surfaced inside Salesforce Journey Builder. It is the entry point through which Salesforce triggers sends via the SFMC pipeline.
- SFMC Relay — a Vascular-hosted proxy API that receives requests from the Journey Activity and routes them to the customer's self-hosted Vascular inbox.
The SFMC pipeline is one of two ways to send messages through Vascular. Customers may also send directly via the Vascular inbox API, which operates independently of the SFMC components and is unaffected by their availability.
3.2 Uptime commitment
Vascular commits to a combined monthly uptime target for the SFMC Journey Activity and SFMC Relay, measured together as a single pipeline:
Measured as: (total minutes − downtime minutes) ÷ total minutes × 100
Allows up to ~7.3 hours of downtime per month
3.3 Impact of SFMC pipeline downtime
Downtime of the SFMC components affects only Salesforce Journey Builder-triggered sends. It does not constitute a full Vascular outage.
- Sends triggered from Salesforce Journey Builder via the SFMC pipeline
- Messages are not queued or retried — delivery resumes when the pipeline is restored
- Sends via the Vascular inbox API, which operates independently
- All other Vascular functionality outside the SFMC pipeline
Customers with time-critical sending requirements are encouraged to use the Vascular inbox API directly as a fallback during SFMC pipeline downtime.
3.4 Planned maintenance
Vascular will provide a minimum of 48 hours' notice before any planned maintenance window affecting either SFMC component. Planned maintenance with advance notice is excluded from uptime calculations.
3.5 Incident communication
In the event of unplanned downtime affecting either SFMC component, Vascular will:
- Notify affected customers via email as soon as the incident is confirmed
- Provide status updates as soon as new information is available
- Issue a post-incident summary within 5 business days of resolution
3.6 Exclusions from uptime calculation
- Planned maintenance with 48-hour advance notice
- Outages originating from Salesforce Marketing Cloud's own platform
- Unavailability of the customer's self-hosted Vascular inbox
- Force majeure events
- Customer misconfiguration of the Journey Activity or relay connection
Support
4.1 Business hours
Support is provided during business hours: 09:00–17:00 CET/CEST (Oslo time), Monday to Friday, excluding Norwegian public holidays. Response time commitments below are measured within business hours. An L3 emergency call request received outside business hours will be acted on at the start of the next business day.
4.2 Response times
4.3 Support channels
Email is the sole formal support channel: support@vascular.io
For complex or urgent issues, Vascular may offer to schedule a video call at its discretion after initial email communication has established the nature of the problem. Video calls are not a guaranteed channel and are arranged case by case.
4.4 Escalation path
Customers escalate by including the subject line keywords below. Vascular will not downgrade a customer-declared severity level without customer agreement.
| Level | Trigger | How to escalate | Target response |
|---|---|---|---|
| L1 | General bug or question | Email to support | 5 business days |
| L2 | Production impact | Email with [URGENT] in subject |
Next business day |
| L3 | Critical outage caused by Vascular Inbox or SFMC components | Email with [CRITICAL] in subject |
Same business day — Vascular may offer a video call if needed |
Business continuity
5.1 Company closure
Source code access
In the event that VascularIO AS ceases operations, Vascular will make reasonable efforts to provide the full source code of Vascular Inbox to all customers holding a valid license at that time. Source code will be delivered via a private repository or direct transfer within 30 days of the cessation of operations, to the extent that Vascular retains the operational capacity to do so.
5.2 Source code escrow
Custom arrangements
Formal third-party escrow is not included as standard. Customers requiring a formal escrow arrangement may request this as part of a custom contract negotiation.
License & continuity
6.1 License term
Vascular licenses are granted on a 12-month basis. An active license entitles the customer to run Vascular Inbox, the SFMC Journey Activity, and SFMC Relay, receive software updates, new container image releases, and access support.
6.2 Renewal reminder
Vascular will notify customers 30 days before their license expiry date via their registered email address to allow sufficient time for renewal without service interruption.
6.3 Grace period
Upon license expiry, customers automatically enter a 30-day grace period. During this period:
- Vascular Inbox, SFMC Journey Activity, and SFMC Relay continue to operate normally
- A renewal notice is displayed within the Vascular dashboard
After the 30-day grace period, Vascular Inbox will deactivate and access to the SFMC Journey Activity and Relay will be suspended until a new license is activated. Vascular is not liable for service interruption resulting from failure to renew.
6.4 Post-expiry
Once the grace period ends, the right to run Vascular Inbox, access the SFMC Journey Activity and Relay, receive updates, and access support terminates until the license is renewed.
Exclusions
This SLA does not apply to issues arising from:
- Issues caused by customer infrastructure, configuration, or third-party software
- Outages or degradation originating from Salesforce Marketing Cloud's own platform
- Unavailability of the customer's self-hosted Vascular inbox affecting message delivery
- Customer modifications to Vascular Inbox or its container image
- Features explicitly designated as beta or preview
- Force majeure events outside Vascular's reasonable control
- Use of Vascular Inbox outside its documented parameters
Changes to this SLA
Vascular reserves the right to update this SLA with 30 days' written notice to current customers. Material changes will not reduce existing commitments during an active license term.