Commitments we stand behind
The response times, uptime and remedies that back every Nubevo subscription. Last updated July 1, 2026.
1. Scope
This SLA applies to active Nubevo subscriptions and covers support responsiveness, resolution targets and infrastructure uptime for services we manage. It forms part of your Master Services Agreement.
2. Response & resolution targets
Targets are measured from the time a ticket is received (via portal, email or phone) during coverage hours. Priority is set by impact:
| Priority | First response | Target resolution |
|---|---|---|
| UrgentProduction down, security incident | 1 hour | 4 hours |
| HighMajor feature/service degraded | 4 hours | 1 business day |
| NormalStandard requests & issues | 8 business hours | 3 business days |
| LowQuestions, minor changes | 1 business day | 5 business days |
3. Uptime commitment
For core managed infrastructure we directly host and monitor, we target 99.5% monthly uptime, excluding scheduled maintenance. Uptime is measured solely by our monitoring across a calendar month and does not cover third-party platforms (e.g. Microsoft 365, upstream carriers or ISPs) that we do not operate.
4. Service credits
If we miss the uptime commitment in a given month, you may request a service credit against a future invoice. Credits are calculated on the recurring monthly management fee only (excluding usage, third-party licenses, hardware and one-time or project charges), and are the sole and exclusive remedy for any missed target:
| Monthly uptime | Service credit |
|---|---|
| 99.5% – 99.0% | 5% of monthly management fee |
| 99.0% – 95.0% | 10% of monthly management fee |
| Below 95.0% | 15% of monthly management fee |
5. Exclusions
Targets and credits do not apply to downtime or delays caused by:
- Scheduled maintenance, announced at least 48 hours in advance.
- Factors outside our reasonable control (force majeure, upstream provider or ISP outages).
- Customer-caused issues, unsupported changes, or third-party software we don't manage.
- Suspensions for non-payment or breach of the acceptable use policy.
6. Claiming a credit
Submit a written request within 15 days of the incident to support@nubevo.com with the affected dates. Credits are non-cumulative, are applied to a future invoice (never paid in cash), require your account to be in good standing, and are capped at 15% of that month's management fee. Response and resolution times in Section 2 are targets, not guarantees, and do not carry service credits.