NEXUSHUB
TARGET: 99.99%

Service Level
Agreement.

We don't just promise reliability; we penalize ourselves if we fail. This document outlines our performance guarantees and your compensation rights.

Network Availability

Historical uptime over the last 60 days across the Nexus Grid.

60 Days AgoToday

Service Credits

If we fall below our guaranteed uptime of 99.9% in any given billing cycle, you are eligible for service credits applied to your next invoice.

100% - 99.9%
Good0% Credit
99.0% - 99.89%
Degraded10% Credit
95.0% - 98.99%
Major Issues25% Credit
< 95.0%
Critical Failure100% Credit

Response Guarantees

When you raise a support ticket, the clock starts ticking. Our SLA defines the maximum time before you get a human response.

P1: Critical

< 1 Hour

Critical production issue. System is down or data is corrupted. No workaround.

Update Freq: Every 30 mins

P2: High

< 4 Hours

Major functionality is broken or performance is severely degraded. Workaround exists.

Update Freq: Every 2 hours

P3: Normal

< 24 Hours

Minor bugs or non-critical issues. System is functional but user experience is affected.

Update Freq: Upon resolution

P4: Low

< 48 Hours

General questions, feature requests, or cosmetic issues.

Update Freq: Upon resolution

What counts as Downtime?

Downtime is defined as a period where the NexusHub Edge Network returns a 5xx Error Rate greater than 5% for your specific deployment region. This does not include scheduled maintenance or errors caused by your own application code.

How to claim credits?

Claims must be submitted via the Support Dashboard within 30 days of the incident. You must include logs or timestamps of the perceived downtime. Credits are capped at 100% of the monthly fee.

View real-time system metrics at any time.