Service Level Agreement (SLA)

Introduction

This Service Level Agreement ("SLA") describes the service availability commitments, service credit entitlements, recovery objectives, and support response targets provided by NevTan Cloud for eligible cloud services. This SLA applies to customers with active paid subscriptions and forms part of the NevTan Cloud Terms of Service.

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99.99% uptime

Object Storage — our highest availability commitment tier.

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Auto credits

Service credits applied automatically for any SLA violations.

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RTO < 4h

Recovery time objective for critical incidents — 4-hour target.

Free-tier and trial accounts are not eligible for SLA credits unless otherwise stated in the applicable offer terms.

Uptime Commitments

Service	Monthly Uptime Target	Eligible Plans
App Platform	99.95%	Starter, Growth, Enterprise
Managed Databases	99.95%	Starter, Growth, Enterprise
Object Storage	99.99%	All paid plans
AI Inference (Hosted)	99.9%	Growth, Enterprise
GPU Instances	99.5%	Growth, Enterprise
Control Plane / Dashboard	99.9%	All paid plans

Service Credits

If NevTan Cloud fails to meet the uptime commitment for an eligible service, you may request a service credit based on the following schedule:

Monthly Uptime Achieved	Credit Percentage
99.0% – below SLA target	10% of monthly fee
95.0% – 98.99%	25% of monthly fee
Below 95.0%	50% of monthly fee

Credits are applied to future invoices and do not constitute a refund. Total credits in any calendar month will not exceed 50% of your monthly service fee for the affected service.

Claiming Credits

To claim a service credit, submit a request to sla@nevtan.com within 30 days of the incident. Your request must include the dates and times of the downtime, the affected services, and a description of the impact. We will review and respond within 10 business days.

Exclusions

SLA commitments do not apply to downtime caused by:

Scheduled maintenance windows (communicated with 48 hours' advance notice)
Emergency maintenance required to address security vulnerabilities or critical bugs
Events beyond NevTan Cloud's reasonable control (force majeure)
Customer actions, misconfigurations, or customer-caused outages
Third-party service failures outside NevTan Cloud's control
Free tier or trial account usage

Recovery Objectives

Service	RTO Target	RPO Target
Managed Databases (Growth+)	4 hours	1 hour
App Platform	2 hours	N/A (stateless)
Object Storage	1 hour	15 minutes

Support Response Times

Severity	Starter	Growth	Enterprise
P1 – Service Down	4 hours	1 hour	15 minutes
P2 – Severely Degraded	8 hours	4 hours	1 hour
P3 – Partial Degradation	2 business days	1 business day	4 hours
P4 – General Inquiry	5 business days	2 business days	1 business day

Contact

For SLA-related inquiries, contact sla@nevtan.com.

Got questions?

Service Level Agreement