FocalVA is built to keep your VA business running. Here's a plain-language summary of what we commit to for uptime and support. This page is a summary only — the full legally binding Service Level Agreement (SLA), including exclusions, measurement methodology, and the Service Credit claims process, governs in the event of any discrepancy.
At a Glance
| Solo | Team | Agency | |
|---|---|---|---|
| Uptime | 99.5% target | 99% target | 99% guaranteed |
| Critical Support | Next business day | 4 business hours | 1 hour, 24/7 |
| Service Credits | — | — | Up to 50% of fees |
What This Means
- Agency customers get a contractual 99% uptime guarantee, backed by real service credits if we miss it.
- Solo and Team plans get the same reliability target as an operating goal, without a penalty-backed guarantee.
- Support response times scale with your plan — from next-business-day on Solo to 1-hour, 24/7 response for Agency on critical issues.
- Scheduled maintenance (with 48 hours' notice) and issues from third-party services outside FocalVA's control (e.g. Google Calendar, Slack, Twilio, payment processors) are not counted against the uptime commitment.
Full Legal SLA
For complete definitions, measurement methodology, exclusions, and the Service Credit claim process, see the full FocalVA Service Level Agreement:
Download the full SLA (.docx)Questions? Contact support@focalva.com or 1-862-FOCAL-VA.