This Service Level Agreement (“SLA”) describes NearSync’s availability and support targets for Managed plans. It forms part of the Terms of Service. The figures below are our standard targets and may be tailored in your order.
Scope
This SLA applies to the NearSync Managed platform that we host. It does not apply to self-hosted (BYOK) deployments, where availability depends on your own infrastructure and providers; for BYOK we commit to software updates and support, not uptime of your servers.
Availability target
We aim for the following monthly uptime for the Managed platform, measured as the percentage of minutes the core application is available, excluding the exclusions below.
| Support tier | Monthly uptime target |
|---|---|
| Standard | 99.5% |
| Business | 99.9% |
| Enterprise | 99.95% |
“Downtime” means minutes where the core application is unavailable to all users of a workspace for reasons within our reasonable control.
Support response targets
Target time to first meaningful response, during our support hours, by severity and tier.
| Severity | Standard | Business | Enterprise |
|---|---|---|---|
| Critical - platform down | 1 business day | 4 business hours | 1 hour |
| High - major feature impaired | 2 business days | 1 business day | 4 business hours |
| Normal - question or minor issue | 3 business days | 2 business days | 1 business day |
These are response targets, not resolution guarantees. We will work in good faith to resolve issues as quickly as practicable.
Exclusions
The availability target does not cover downtime caused by: scheduled or emergency maintenance notified in advance; factors outside our reasonable control, including third-party providers, internet, or force majeure; your configuration, integrations, or misuse; suspension for non-payment or breach; or beta and preview features.
Maintenance
We aim to perform planned maintenance during low-usage windows and to give advance notice of maintenance likely to cause noticeable disruption.
Service credits
If we miss the monthly uptime target on an eligible Managed plan, you may request a service credit against a future invoice, calculated as a percentage of that month’s subscription fee based on the shortfall. Service credits are the sole and exclusive remedy for missed availability targets. Credits do not apply to setup fees or third-party costs.
Claiming credits
Submit a claim to support@nearsync.ai within 30 days of the affected month, with the dates and times of the incident. We will verify against our monitoring and apply any due credit to a future invoice.
Contact
Support: support@nearsync.ai.
Questions about this document? Write to legal@nearsync.ai. Company details are on the Imprint.