Service Level Agreement
This Service Level Agreement ("SLA") defines service availability targets, support response commitments and service-credit remedies for eligible paid Nocentry subscriptions.
1. Effective date and scope
Last updated: February 28, 2026.
This SLA applies to Nocentry production platform services under active paid subscriptions, unless superseded by a signed enterprise agreement or order form.
Free or trial plans may be excluded from SLA commitments unless explicitly stated in writing.
2. Definitions
- Monthly Uptime Percentage (MUP): (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100.
- Downtime: minutes during which the production Service is unavailable to the customer, excluding SLA exclusions listed below.
- Service Credit: a percentage credit of the monthly subscription fee for the affected Service period, applied to future invoices and not redeemable for cash unless required by law.
- Business Day: Monday through Friday, excluding local public holidays where support operations are based, unless otherwise agreed in writing.
3. Availability commitment
Nocentry targets a monthly uptime commitment of 99.9% for covered paid plans.
Availability is measured monthly across production service endpoints under Nocentry control.
4. Planned and emergency maintenance
- Planned maintenance: announced maintenance windows are excluded from Downtime calculations.
- Emergency maintenance: urgent maintenance required to preserve security, stability or data integrity may be performed with best-effort notice and may be excluded from Downtime calculations where legally permitted.
5. Severity model and initial response targets
Support requests are prioritized according to impact and urgency.
| Severity | Definition | Initial response target |
|---|---|---|
| P1 - Critical | Production outage or severe degradation with high business impact and no reasonable workaround. | Within 1 hour |
| P2 - High | Major feature impairment with significant operational impact, but partial workaround exists. | Within 4 hours |
| P3 - Medium | Functional issue with moderate impact and available workaround. | Within 1 business day |
| P4 - Low | General questions, minor defects, non-urgent requests. | Within 2 business days |
Initial response target means acknowledgement and triage start, not guaranteed final resolution time.
6. Service credit schedule
If monthly uptime for a covered paid plan falls below the SLA target, eligible customers may request service credits according to the table below:
| Monthly uptime percentage | Service credit |
|---|---|
| < 99.9% and >= 99.0% | 10% of monthly subscription fee |
| < 99.0% and >= 95.0% | 25% of monthly subscription fee |
| < 95.0% | 50% of monthly subscription fee |
Total credits in any single billing month may not exceed 50% of the monthly subscription fee for the affected Service period.
7. SLA exclusions
The following are excluded from uptime and credit calculations:
- Planned maintenance windows and qualifying emergency maintenance.
- Customer-side network, infrastructure, DNS, ISP, or browser issues.
- Misconfiguration or misuse of customer account, checks, credentials or integrations.
- Third-party service failures outside Nocentry reasonable control.
- Force majeure events (for example natural disasters, war, widespread internet disruption).
- Suspension or restriction due to Terms violations, security risks or non-payment.
8. Credit claim process
To request credits, customer must submit a written claim to support@nocentry.com within 30 days after the end of the affected month.
Claim must include:
- Account identifier and affected service period.
- Description of outage impact and timestamps.
- Reasonable supporting evidence.
Nocentry may review platform telemetry and logs to validate eligibility. Approved credits are applied to future invoices.
9. Sole and exclusive remedy
Service credits described in this SLA are the customer's sole and exclusive remedy for verified failure to meet SLA availability commitments, to the maximum extent permitted by law.
10. SLA updates
Nocentry may modify this SLA from time to time. Updated versions apply prospectively from their effective date, unless otherwise required by law or contract.
11. Interpretation and precedence
If this SLA conflicts with a signed enterprise agreement or negotiated order form, the signed agreement controls for the covered customer relationship.
12. Contact
For SLA and incident-response questions, contact: support@nocentry.com.