Service Level Agreement
Our commitment to reliability and support.
1. Uptime Guarantee
Nubeta guarantees a Monthly Uptime Percentage of at least 99.9% for our paid services. If we fail to meet this service level, you may be eligible for a service credit calculated as a percentage of your monthly subscription fee.
2. Support Response Times
We classify support requests into three priority levels:
| Priority | Description | Target Response Time |
|---|---|---|
| Critical | System down, data loss, or critical feature unavailable. | 1 Hour |
| High | Feature impaired but operational, workaround available. | 4 Hours |
| Normal | General questions, feature requests, minor UI issues. | 24 Hours |
3. Maintenance Windows
We perform regular maintenance to ensure the stability and security of our platform. Scheduled maintenance will be communicated at least 48 hours in advance and is typically performed during off-peak hours.
4. Exclusions
This SLA does not apply to:
- Issues caused by factors outside our reasonable control (e.g., internet provider failures).
- Issues that result from your unauthorized action or lack of action when required.
- Beta or trial features.