Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the levels of service provided by NodeByte ("Provider") to its customers ("Customer"). It is part of the terms governing the provision of services and sets out service availability, support commitments, maintenance, and remedies.

1. Definitions

Service: The online services, APIs, and related support provided by NodeByte LTD as described in your order or agreement.
Availability: The percentage of time the Service is operational and reachable as measured by Provider.
Downtime: Time during which the Service is unavailable due to causes within Provider's control.
Scheduled Maintenance: Pre-announced maintenance windows during which the Service may be unavailable or degraded.

2. Service Availability

Provider aims to deliver high availability for the Service. The target availability is:

99.6% Monthly Availability: Target availability for production services, excluding Scheduled Maintenance and Excused Downtime.

3. Measurement and Reporting

Availability is measured on a monthly basis as: (Total minutes in the month - Downtime minutes) / Total minutes in the month. Provider will make reasonable efforts to provide reports on availability upon request.

4. Scheduled Maintenance

Provider may perform Scheduled Maintenance. Except in emergencies, Provider will provide advance notice of Scheduled Maintenance at least 48 hours before the maintenance window. Scheduled Maintenance does not count as Downtime for SLA calculations.

5. Support and Response Times

Support Channels: Support is provided via the contact methods listed in our documentation or order confirmation.
Response Times:
- Critical (Service down): initial response within 1 hour.
- High (major degradation): initial response within 4 hours.
- Normal (minor issues / general questions): initial response within 1 business day.

6. Service Credits

If Provider fails to meet the Availability target for a given month (excluding Scheduled Maintenance and Excused Downtime), Customer may be eligible for a Service Credit. Service Credits are calculated as a percentage of the monthly recurring fee for the affected Service for the period in which the breach occurred.

To request a Service Credit, Customer must notify Provider within 30 days of the incident with sufficient details to verify the claim. Service Credits are Customer's sole and exclusive remedy for any failure to meet the SLA.

7. Exclusions and Excused Downtime

The SLA does not apply to downtime or performance issues caused by:

Customer's use of the Service outside the documented parameters.
Third-party services or infrastructure not under Provider's control.
Force majeure events, security incidents caused by Customer's negligence, or breaches of Customer obligations.

8. Maintenance and Updates

Provider may deliver updates, patches, and improvements to the Service. Provider will aim to minimize disruption and will communicate changes affecting functionality or availability in advance when practicable.

9. Termination and Suspension

Provider may suspend or terminate access to the Service in accordance with the Terms of Service, including for non-payment or security concerns. Suspension or termination does not entitle Customer to Service Credits except as expressly stated in this SLA.

10. Limitations and Liability

Except as expressly provided in this SLA, Provider disclaims all other warranties. Provider's liability for any claim related to the SLA is limited to the amount of Service Credits paid in relation to the specific incident giving rise to the claim.

11. Contact and Escalation

For SLA incidents, support requests, or to request Service Credits, please contact our support team using the contact details provided in your agreement or via [email protected].

12. Changes to this SLA

Provider may update this SLA from time to time. Material changes will be communicated to Customers in advance when reasonably practicable. Continued use of the Service after changes constitutes acceptance of the updated SLA.

For support or inquiries:

Contact Support