Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) applies to paid public Nubesti platform plans (Starter, Professional, and standard Enterprise subscriptions) unless a signed order form states a different commitment. It does not apply to free trials, beta features, or unpaid evaluations.

1. Monthly uptime target

We target 99.9% Monthly Uptime for the production control plane used to log in, launch authorized tests, and retrieve reports.

Monthly Uptime Percentage = (Total minutes in the month − Downtime minutes) / Total minutes in the month.

Downtime means the production login or API is unavailable to all of your authenticated users, as confirmed by our monitoring, excluding the events in section 4.

2. Service credits

If we miss the target in a calendar month, you may request a credit against a future invoice:

Monthly uptime	Credit of that month’s subscription fee
< 99.9% and ≥ 99.5%	5%
< 99.5% and ≥ 99.0%	10%
< 99.0%	25%

Credits are your sole remedy for availability failures under this SLA. They are not refunds and have no cash value. Total credits in a month will not exceed 25% of that month’s fees for the affected subscription.

3. How to claim

Email [email protected] within 30 days after the month ends, with account name, dates, and a brief description. We will confirm against our logs and apply any credit to a later bill.

4. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 24 hours in advance, or emergency maintenance required for security
• Your systems, networks, cloud accounts, or in-scope targets
• Third-party services you connect or that you require us to use
• Internet, DNS, or registrar issues outside our control
• Your breach of the Terms or AUP, including suspension
• Force majeure, war, government action, or widespread infrastructure failure
• Beta, preview, or documentation sites
• Individual test jobs that fail because a target is down, firewalled, or mis-scoped

Taking a customer system offline during an authorized test is not Nubesti platform downtime.

5. Security incidents

We will notify affected customers of confirmed personal-data breaches involving Nubesti systems as required by law and our DPA. Incident handling is described in the Security Overview.

6. Changes

We may update this SLA for new plan tiers. Material reductions for existing paid terms will not apply until the next renewal unless required for security or law.