ServiceLevelAgreement
Our commitment to reliability, performance, and support for Next PAL Nexus customers.
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1. Service Availability
Uptime Commitments
- Free Plan: Best effort, no SLA
- Starter Plan: 99.5% monthly uptime
- Professional Plan: 99.9% monthly uptime
- Enterprise Plan: 99.95% monthly uptime with custom SLA available
Uptime Calculation
Uptime is calculated as the percentage of time the Next PAL Nexus API and web interface are available during a calendar month, excluding scheduled maintenance windows announced at least 48 hours in advance.
Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits:
- 99.0% - 99.5%: 10% credit
- 95.0% - 99.0%: 25% credit
- Below 95.0%: 50% credit
Credits are applied to your next invoice and must be requested within 30 days of the incident.
2. Support Response Times
Free Plan
- Community support via forums
- Documentation and knowledge base access
- No guaranteed response time
Starter Plan
- Email support during business hours (9 AM - 5 PM PT, Monday-Friday)
- Response time: Within 24 business hours
- Resolution time: Best effort
Professional Plan
- Email and chat support 24/7
- Critical issues: 1 hour response, 4 hour resolution target
- High priority: 4 hour response, 24 hour resolution target
- Normal priority: 8 hour response, 72 hour resolution target
Enterprise Plan
- Dedicated support engineer
- Phone, email, and chat support 24/7/365
- Critical issues: 15 minute response, 2 hour resolution target
- High priority: 1 hour response, 8 hour resolution target
- Normal priority: 4 hour response, 48 hour resolution target
- Quarterly business reviews
- Custom escalation procedures
3. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods (typically Tuesday-Thursday, 2 AM - 6 AM PT). We provide at least 48 hours notice for maintenance that may cause service interruption.
Emergency maintenance for security patches may be performed with shorter notice.
4. Data Backup and Recovery
We maintain redundant backups of all customer configuration data with:
- Continuous replication to multiple availability zones
- Daily snapshots retained for 30 days
- Point-in-time recovery capability
- Quarterly disaster recovery testing
Note: Your actual backup data remains on your infrastructure. We only store metadata and configuration.
5. Security Incident Response
Security incidents are handled with the highest priority:
- Detection and containment: Within 1 hour
- Customer notification: Within 24 hours
- Root cause analysis: Within 7 days
- Remediation: Based on severity
6. Performance Targets
- API response time (p95): < 200ms
- Dashboard load time: < 2 seconds
- Backup job scheduling latency: < 30 seconds
- Alert delivery: < 5 minutes
7. Exclusions
This SLA does not apply to:
- Issues caused by factors outside our control (internet outages, DNS failures, etc.)
- Customer misconfigurations or unauthorized modifications
- Scheduled maintenance windows
- Beta or preview features
- Free plan usage
8. Monitoring and Reporting
Real-time service status is available at status.next-pal.com. Enterprise customers receive monthly uptime reports and can access detailed performance metrics via the dashboard.
9. SLA Review
This SLA is reviewed quarterly and may be updated with 30 days notice. Material changes require customer acceptance.
10. Contact
For SLA questions or to request service credits, contact support@next-pal.com with your account details and incident information.