LEGAL_DOC_REF: SERVICE_LEVEL_AGREEMENT
Service Level Agreement
Last Updated: December 28, 2024
This Service Level Agreement ("SLA") defines the availability standards for Nevskiy's Core Services and the remedies available to Customer in the event these standards are not met.
1. Uptime Guarantees
We define "Availability" as the ability of the Customer to access the API control plane or SSH into provisioned Compute Nodes.
| Service Tier | Monthly Uptime Target | Maintenance Window |
|---|---|---|
| Enterprise (Reserved) | 99.99% | By Appointment |
| Standard (On-Demand) | 99.95% | Sundays 02:00 UTC |
| Spot / Grid | No Guarantee | N/A |
2. Service Credits
Credits are calculated as a percentage of the Monthly Fees attributable to the affected Service Tier for the billing cycle in which the outage occurred.
Uptime < 99.99%
10% Credit
Uptime < 99.90%
25% Credit
Uptime < 99.00%
100% Credit
3. Exclusions
The Uptime Commitment does not apply to any unavailability resulting from:
- Scheduled Maintenance: Maintenance notified at least 24 hours in advance.
- Force Majeure: Events beyond Nevskiy's reasonable control, including war, terrorism, natural disasters, or upstream backbone failures.
- Customer Cause: Issues resulting from Customer’s software, custom kernels, or failure to follow configuration guidelines.
4. Claims Process
To receive a Service Credit, Customer must submit a claim via the Client Portal within 30 days of the incident. Claims must include timestamps and logs corroborating the outage.