Service Level Agreement
Concrete commitments: 99.95% uptime guarantee, severity-based response times, and automatic service credits - no claims required.
Uptime Commitments
Service-specific SLA targets with automatic service credits
Current Visibility
We publish current availability, onboarding status, and service updates on the availability page so customers can review the platform stage.
View Availability PageSupport Response Times
Clear response and resolution targets based on severity
Critical
Complete service outage or data loss
High
Major feature not working, significant performance degradation
Medium
Feature not working as expected, workaround available
Low
General questions, feature requests, minor issues
Support Tickets
24/7 via console or email (support@nemau-cloud.com)
support@nemau-cloud.comPhone (Critical Only)
Maintenance Policy
Planned Maintenance
- Minimum 7 days advance notice via email and status page
- Scheduled during low-traffic windows (typically 02:00-06:00 CET)
- Live migration used when possible to avoid downtime
- Maximum 4 hours/month of planned maintenance
Emergency Maintenance
- Immediate notification via email, SMS, and status page
- Only performed for critical security or stability issues
- Completed as quickly as possible with regular updates
- Public incident report published within 48 hours
Service Credit Policy
Automatic credits applied when SLA targets are not met
No claim required - credits applied automatically to your next invoice
Prorated based on actual downtime recorded against the SLA threshold.
Up to 100% of monthly service fee for affected resource
Scheduled maintenance, customer-caused issues, force majeure events
Need guaranteed uptime for your mission-critical workloads?
Our SLA protects your operations with automatic compensation and full transparency.