Service levels
Last updated: October 19, 2026
What we commit to for Vulkro Cloud, by plan. A written agreement signed by both of us, such as an Enterprise order form, takes precedence where it differs. Plans and prices are on the pricing page.
Commitments by plan
| Commitment | Starter | Business | Enterprise |
|---|---|---|---|
| Workspace set up after your set-up form | Within 2 business days | Within 2 business days | Agreed with you |
| First reply to a support request | Within 1 business day | Within 1 business day | Within 1 business day, or as agreed |
| Uptime commitment, with service credits | Not included | Not included | Agreed in your order form |
| Notice of a personal data breach | Without undue delay | Without undue delay | Without undue delay |
| Acknowledgement of a vulnerability report | Within 2 business days | Within 2 business days | Within 2 business days |
Business days are Monday to Friday.
Support
Write to support@vulkro.com about a workspace, the scanners or a bill. We reply within one business day. For a problem inside your workspace, a member can grant our support team access for a period you choose; see the security overview.
Uptime on Enterprise
An Enterprise agreement sets the uptime target for your workspace, how it is measured, what counts as downtime, and the service credit when the target is missed. On Starter and Business the hosted service is provided as the terms of service describe, without an uptime commitment.
When the hosted service is unavailable
The scanners keep working. The command line tools, the local console and the VS Code extension run on your machines. They keep scanning for up to 14 days after their last licence refresh, so an outage of the hosted service does not stop a scan on a machine.
Security incidents
If we learn of a breach of security that affects your data, we tell you without undue delay, with what we know and what we are doing about it, as the data processing agreement sets out. Vulnerabilities in Vulkro are handled under the security policy.
Contact
Questions about these service levels, or an Enterprise agreement: contact@vulkro.com.