Service Level Agreement
A reference page for target availability, incident handling, and the service framework tied to each plan.
Uptime Commitments
Service-specific availability targets, to be read alongside the applicable service agreement
Current Visibility
We publish current platform status, ongoing incidents, and announced operations on the availability page.
Support Response Times
Target response times for eligible and contracted support plans, based on incident severity
Critical
Complete service outage or data loss
- Initial Response
- Updates
- Resolution Target
- 15 minutes
- Every 2 hours
- 4 hours target
High
Major feature not working, significant performance degradation
- Initial Response
- Updates
- Resolution Target
- 1 hour
- Every 4 hours
- 24 hours target
Medium
Feature not working as expected, workaround available
- Initial Response
- Updates
- Resolution Target
- 4 hours
- Daily
- 3 business days target
Low
General questions, feature requests, minor issues
- Initial Response
- Updates
- Resolution Target
- 8 hours
- As needed
- 5 business days target
Support Tickets: support@nemau-cloud.com · Escalation by agreement: If you need on-call or dedicated escalation paths, that framework is defined contractually.
Maintenance Policy
Planned Maintenance
- Notice shared by email and on the status page when the operation affects customers
- Scheduled during low-traffic windows (typically 02:00-06:00 CET)
- When possible, we favor operations that reduce interruption.
- Duration and scope depend on the announced operation
Emergency Maintenance
- Status page updates and direct communication when the incident affects your service
- Only performed for critical security or stability issues
- Priority restoration with regular progress updates
- An incident follow-up may be shared after review
Service Credit Policy
Any compensation follows the SLA attached to your plan or contract
- 01Credit application
When a credit is provided by the applicable SLA, it is handled under the terms of the affected service
- 02Calculation basis
Calculated from the downtime recorded for the affected service.
- 03Maximum Credit
Depends on the plan or contract attached to the affected service
- 04SLA Exclusions
Scheduled maintenance, customer-caused issues, force majeure events
Running something that needs tighter commitments?
We can define service levels, escalation paths, or reinforced support around what you actually operate.