Service Level Agreement

NOXV offers three service tiers with the following uptime commitments: Standard: 99.5% monthly uptime (approximately 3 hours 39 minutes maximum downtime per month). Premium: 99.9% monthly uptime (approximately 43 minutes maximum downtime per month). Enterprise: 99.95% monthly uptime (approximately 21 minutes maximum downtime per month). Uptime is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes x 100. Downtime is defined as any period during which the AI receptionist is unavailable, the admin dashboard is inaccessible, or 5xx errors persist for 5 or more consecutive minutes. Exclusions from uptime calculations: scheduled maintenance (with 48 hours notice), third-party service outages beyond our control, force majeure events, and issues caused by the client.

If NOXV fails to meet the monthly uptime commitment for your tier, service credits are available as follows: 99.0% to 99.49% uptime: 10% credit of the monthly fee. 98.0% to 98.99% uptime: 20% credit of the monthly fee. 95.0% to 97.99% uptime: 30% credit of the monthly fee. Below 95.0% uptime: 50% credit of the monthly fee. Service credits are applied to the next billing cycle. The maximum credit for any single month is 50% of the monthly fee. Credit requests must be submitted within 30 days of the affected month. Service credits are the sole and exclusive remedy for failure to meet uptime commitments.

Support requests are classified into four priority levels with the following target initial response times by tier: P1 Critical (service outage or data breach): Standard 4 hours, Premium 1 hour, Enterprise 30 minutes. P2 High (major feature unavailable or significant degradation): Standard 8 hours, Premium 4 hours, Enterprise 2 hours. P3 Medium (minor feature issues or non-critical bugs): Standard 24 hours, Premium 12 hours, Enterprise 8 hours. P4 Low (general inquiries or feature requests): Standard 72 hours, Premium 48 hours, Enterprise 24 hours. Business hours are Sunday through Thursday, 09:00 to 18:00 AST, for Standard and Premium tiers. Enterprise tier receives 24/7 support for P1 and P2 issues.

NOXV targets the following performance benchmarks: AI response time: less than 3 seconds at the 95th percentile. API latency: less than 500 milliseconds at the 95th percentile. Calendar query time: less than 2 seconds at the 95th percentile. Intent accuracy: greater than 90%. Booking completion rate: greater than 75%. Language detection accuracy: greater than 95%.

Scheduled maintenance is performed monthly, Sunday through Thursday, between 02:00 and 05:00 AST, with at least 48 hours advance notice. Maintenance windows typically last less than 30 minutes, using zero-downtime rolling deployments. Emergency maintenance is conducted with best-effort advance notice. Emergency maintenance counts as downtime if it exceeds 15 minutes without prior notice.

Backup Schedule: Daily full backups retained for 30 days. 6-hour incremental backups retained for 7 days. Continuous Point-in-Time Recovery (PITR) retained for 7 days. Recovery Objectives: Recovery Point Objective (RPO): less than 6 hours for Standard, less than 1 hour for Premium and Enterprise. Recovery Time Objective (RTO): less than 4 hours for Standard, less than 1 hour for Premium and Enterprise. Disaster Recovery: Database replicas maintained in separate availability zones. Automated failover is configured. Annual disaster recovery testing is conducted.

NOXV provides continuous monitoring including: service health checks, event-loop latency tracking, database performance monitoring, Redis queue depth monitoring, and error tracking. Reports provided to clients: Uptime report: monthly. Performance report: monthly. Security report: quarterly. Usage report: monthly.

Available support channels by tier: Email support: available to all tiers. Admin dashboard support: available to all tiers. Phone support: available to Enterprise tier only. Escalation Path: L1 Support: Initial triage and resolution. L2 Engineering: Automatic escalation for P1 and P2 issues. L3 Management: Escalation if P1 not resolved within 4 hours. L4 Executive: Final escalation for unresolved critical issues. Communication Cadence: P1 issues: status updates every 30 minutes. P2 issues: status updates every 2 hours. Post-incident report: delivered within 3 business days.