Last Updated: March 3, 2026 · Version 1.0 (Public Preview)
VixPro AI uses a simple two-tier severity model:
| Severity | What It Means | Examples |
|---|---|---|
| Critical | The platform is down or unable to process alerts — your servers can't be monitored | Dashboard unreachable, AI agent not executing tools, WebSocket connections failing, billing preventing access |
| Normal | Everything else | Tool output issues, notification formatting, UI bugs, setup questions, feature requests |
Target: 99.5% monthly uptime across all plans.
VixPro AI runs on managed infrastructure from multiple providers. Our availability depends on theirs, and our 99.5% target accounts for that combined dependency.
| Component | Provider | SLA Target |
|---|---|---|
| Dashboard | Vercel | 99.5% |
| AI Agent Containers | Fly.io | 99.5% |
| Alert Processing | Fly.io | 99.5% |
| Database | Supabase | 99.5% |
What 99.5% means in practice: Up to approximately 3.6 hours of unplanned downtime per month.
Downtime includes: Dashboard errors lasting more than 5 consecutive minutes, AI containers not accepting alerts for more than 5 minutes, or database unavailability preventing tool execution.
Downtime excludes: Scheduled maintenance (24-hour advance notice), issues with your own servers or monitoring tools, performance degradation that doesn't block core functions, and outages at our infrastructure providers.
The AI agent is the core of VixPro AI. It operates 24/7/365 on all paid plans — no human in the loop required, unless you've designated approval workflows for specific tools.
| What We Measure | Target |
|---|---|
| Alert acknowledgment (webhook → incident created) | Less than 30 seconds |
| Reactive diagnosis start (alert → first tool execution) | Less than 60 seconds |
| Reactive diagnosis completion (full diagnostic cycle) | Less than 10 minutes |
| Scheduled checks (L1/L2/L3/custom circles) | Within 5 minutes of scheduled time |
| Individual tool execution timeout | 60 seconds per tool |
VixPro AI supports multiple AI providers — Anthropic Claude, Google Gemini, OpenAI, and xAI — through a Bring Your Own Key (BYOK) model. You can designate different providers for different areas of the platform (e.g., one for Reactive alerts, another for Circle groups, and another for Maintenance). If a provider experiences an outage and you have multiple providers configured, you can switch the affected area to an alternative provider to keep your AI agent running.
When the AI agent encounters a tool failure or configuration problem during normal operation, it automatically flags the issue and routes it to VixPro AI's engineering queue. Many issues are identified and resolved before you ever need to open a support ticket. You'll be notified when fixes are deployed and your tools are ready to use again.
| Free | Preview | Starter | Lean | |
|---|---|---|---|---|
| Price | Free | $38 one-time | $78/month | $148/month |
| Servers | 0 | Up to 1 | Up to 1 | Up to 3 |
| Team members | 1 | 1 | 2 | 6 |
| Stakeholder seats (read-only) | — | 1 | 2 | 6 |
| Alert Triage | — | Yes | Yes | Yes |
| Auto Remediation | — | Yes | Yes | Yes |
| Priority Support | — | Yes | Yes | Yes |
| API requests/hour | 1 | 1,000 | 1,000 | 2,000 |
| Alert budget/server/day | — | 50 | 50 | 50 |
| Concurrent reactive agents | — | 1 | 3 | 3 |
Open a support ticket directly from the VixPro AI dashboard. The support experience works like a conversation — submit your question, include screenshots if helpful, and receive responses right in the dashboard. Every reply triggers a notification bell in the dashboard and sends an email so you never miss an update.
To open a ticket: Click the help icon in the dashboard navigation, select Support → My Tickets, and create a new ticket.
For account issues, billing questions, or if the dashboard is unreachable, email support@vixpro.ai.
You don't always need to open a ticket. When the AI agent encounters a tool or platform issue during its normal work, it automatically creates an action item and routes it to the VixPro AI engineering queue. When a fix is deployed, affected tools are re-enabled and you're notified — no ticket required.
| In-app support tickets | 24/7 submission with screenshot support |
| Email support | support@vixpro.ai |
| Notifications | Dashboard bell + email on every response |
| AI issue detection | Automatic — issues flagged and routed proactively |
| Response time | Best effort, typically within 1–2 business days |
Standard Support customers get the full AI platform — same tools, same 24/7 monitoring, same proactive issue detection. The difference from Priority is human response time commitments, not platform capability.
Everything in Standard, plus guaranteed human response times:
| Severity | First Response | Updates | Resolution Target |
|---|---|---|---|
| Critical | Within 4 business hours | Every 4 hours until mitigated | 24 hours |
| Normal | Within 1 business day | As progress is made | Within 5 business days |
Business hours: Monday-Friday, 8 AM - 8 PM Pacific Time
First response means a human has read your ticket, triaged the issue, and will either ask for more details or start working on it. It's never an auto-reply.
Critical issues on weekends and holidays: Platform-level critical alerts are monitored outside business hours. Response time may extend to within 8 hours.
Escalation: If you haven't heard back within the stated timeframe, email urgent@vixpro.ai with "ESCALATION" in the subject.
VixPro AI uses a structured pipeline to track every issue from detection to resolution. Here's what each status means when you see it on an action item:
| Status | What It Means | Who Acts Next |
|---|---|---|
| Pending | Issue identified, awaiting triage | VixPro AI |
| Pending VixPro AI Fix | This is a platform-side issue — VixPro AI is working on it | VixPro AI |
| Pending Org Review | Fix deployed — please verify on your end | You |
| Backlog | Accepted as a feature or complex fix, scheduled for a future release | VixPro AI |
| Resolved | Fixed and confirmed | No action needed |
Many issues follow this path without you needing to do anything — the AI detects the problem, VixPro AI fixes it, and you're notified when it's done.
| Type | Advance Notice | Typical Duration | How Often |
|---|---|---|---|
| Scheduled maintenance | 24 hours (email + dashboard) | Less than 1 hour | As needed, targeting weekends |
| Emergency maintenance | Best effort | Varies | Rare |
| AI container updates | None needed — zero-downtime rollout | No impact | As released |
| Tool updates | None needed — pushed via WebSocket | No impact | As tools are approved |
Most updates are deployed with zero downtime. You'll only be notified about maintenance when it could affect your service.
| What We Protect | How |
|---|---|
| Tool execution history | Full audit trail — parameters, results, and duration logged for every execution |
| Data in transit | TLS 1.2+ encryption on all connections |
| Your API key | BYOK model — your key is encrypted at rest and never shared |
| Tool integrity | RSA-SHA256 signed manifests verified by both containers and agents |
| Agent configuration | Signed configs with runtime tamper detection — alerts within 5 minutes of tampering |
| Your data | Row Level Security — your organization’s data is isolated and inaccessible to others |
We'd rather be upfront than hide behind fine print:
| Tier | What to Expect |
|---|---|
| Professional (up to 20 servers) | Priority Support, uptime credits, dedicated onboarding, expanded limits |
| Enterprise (20+ servers) | Custom SLAs, dedicated infrastructure, data residency options, custom AI model support |
Specific commitments will be published when these tiers launch. Existing customers will always be notified before SLA changes take effect.
VixPro AI launched in Public Preview in February 2026. These SLAs are real commitments — not aspirational targets — though they may be refined as we gather operational data. As VixPro AI grows, SLAs will be tightened, never loosened.
Your feedback shapes the product. If something isn't working or you have an idea, open a support ticket — it goes directly to the founder.
Need help? Open a ticket at vixpro.ai/support or email support@vixpro.ai.
These SLAs are part of our legal framework. Please also review: