SLA terms clarification – Growth vs Enterprise
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Veldmaat Payments: documents · SLA terms clarification – Growth vs Enterprise
Sanne Bakker asked on 2026-07-27 which SLAs apply and whether recent refresh outages qualify for service credits. Bethan confirmed her current contract is Growth tier and offered an Enterprise upgrade.
What happened
What this says
Current to 11 Oct 26Sanne Bakker asked on 2026-07-27 which SLAs apply and whether recent refresh outages qualify for service credits. Bethan confirmed her current contract is Growth tier and offered an Enterprise upgrade.
Problem: Sanne's current contract states 99.5% uptime and 1-hour P1 response (Growth tier). A draft mentions Enterprise terms of 99.9% uptime and 30-minute response. She wants to know which SLAs apply and whether recent outages count as breaches qualifying for credits. Handling: Bethan confirmed her current contract is Growth and explained Enterprise would need a new order form. Sanne declined the upgrade but asked whether B-Brain had met the 99.5% uptime SLA given recent outages. Watch: This is accountability questioning. Sanne is documenting whether B-Brain breached SLAs in the past several weeks given earlier refresh failures.
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