SLA & Response Commitments
Overview
NexisLab is committed to providing reliable, high-quality service to all clients. This Service Level Agreement (SLA) outlines the performance standards, response commitments, and escalation procedures that govern our relationship. These commitments apply from the date of your signed contract and remain in effect throughout the engagement.
Response Time Targets
| Plan | Initial Response | Resolution Target (P1) | Resolution Target (P2) |
|---|---|---|---|
| Starter | 24 hours | 72 hours | 5 business days |
| Professional | 8 hours | 48 hours | 3 business days |
| Enterprise | 4 hours | 4 hours | 24 hours |
| Scale | 1 hour | 1 hour | 4 hours |
All times are measured from receipt of a properly submitted support request during business hours (Mon–Fri 9AM–6PM PST), unless a 24/7 add-on is active on your account.
Priority Levels
P0 — Critical (Site/App Down)
Complete service outage, security breach, or data loss. All Enterprise and Scale clients receive 24/7 coverage for P0 incidents regardless of time zone. P0 issues for Starter and Professional are addressed on the next business day.
P1 — High (Major Function Broken)
Core functionality is impaired, causing significant business impact. Examples: checkout not working, login broken, major API failure. P1 issues trigger immediate escalation to a senior engineer.
P2 — Medium (Partial Degradation)
Non-critical feature issues, minor bugs, performance degradation. Normal workflow is possible but impacted.
P3 — Low (Questions, Enhancements)
General questions, feature requests, cosmetic issues, or how-to guidance. Addressed during regular project cycles.
Uptime Commitment
For hosting infrastructure managed by NexisLab on behalf of clients, we target 99.9% monthly uptime, which equates to no more than 43 minutes of unplanned downtime per month. This commitment excludes planned maintenance windows, third-party provider outages, and force majeure events.
Planned Maintenance
Planned maintenance windows are typically scheduled for Sundays between 2AM–6AM PST. We provide at least 72 hours' notice via email before any maintenance that may cause downtime. Emergency maintenance may be performed with shorter notice when required for security or stability reasons.
Escalation Process
If a response or resolution target is missed, clients may escalate through the following path:
- Level 1: Email your account manager directly.
- Level 2: Email escalations@nexislab.com — routed to department head within 2 hours.
- Level 3: Call our emergency line at +1 (555) 927-4200 (Enterprise/Scale only).
SLA Exclusions
The following are excluded from SLA calculations and commitments:
- Downtime caused by actions of the client or third parties
- Issues arising from software or services not managed by NexisLab
- Force majeure events (natural disasters, ISP outages, cyber attacks beyond our control)
- Downtime during scheduled maintenance windows
- Beta or preview features explicitly marked as such
Service Credits
If NexisLab fails to meet the uptime or P0/P1 response commitments for Enterprise or Scale plans, clients are eligible for service credits as follows:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 98.9% | 15% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Credits must be requested within 30 days of the incident and are applied to the following month's invoice. Credits are the sole remedy for SLA failures and do not entitle clients to refunds.