Enterprise Reliability

Service Level Agreement

Our commitment to exceptional service reliability

SLA Overview

This Service Level Agreement (SLA) applies to all paid Nestive subscriptions. We're committed to providing reliable, high-performance services that your business can depend on.

99.9% Uptime Guarantee

Service Guarantees

Uptime

99.9%

Service availability excluding scheduled maintenance

Measured: Monthly

Response Time

<200ms

API response time under normal load

Measured: 95th percentile

Support Response

<24 hours

Initial response to support tickets

Measured: Business days

Data Durability

99.999999%

Data persistence and backup reliability

Measured: Annual

Service Credits

If we fail to meet our uptime guarantee, you're eligible for service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10%
95.0% - 99.0%	25%
90.0% - 95.0%	50%
< 90.0%	100%

* Credits are applied to your next billing cycle

SLA Exclusions

This SLA does not apply to:

• Scheduled maintenance (notified 48 hours in advance)
• Emergency maintenance for critical security updates
• Issues caused by factors outside our control
• Beta features or free tier services
• Customer misuse or violation of terms
• Third-party service outages

How to Claim Credits

1. Submit a claim within 30 days of the incident
2. Include your account details and affected time period
3. Email your claim to sla@nestivehq.com
4. We'll review and respond within 5 business days
5. Approved credits appear on your next invoice

Real-Time Monitoring

Track our service status in real-time:

View Status Page

Questions about our SLA? Contact us at:

sla@nestivehq.com