This Service Level Agreement ("SLA") describes the service availability, performance targets, support commitments, and service credit terms that apply to the NoxVerify platform. This SLA supplements the Terms of Service and applies to all paid subscription plans.
1. Uptime Commitment
NoxVerify commits to maintaining 99.9% monthly uptime for production API endpoints and web portal interfaces, measured as a percentage of total minutes in the calendar month.
Uptime is calculated as:
"Downtime" means the period during which the NoxVerify API returns a server error rate (HTTP 5xx responses) exceeding 5% of total requests over a consecutive 5-minute window, as measured by NoxVerify's monitoring systems.
Scheduled maintenance windows are excluded from the uptime calculation.
2. Response Times
NoxVerify targets the following performance benchmarks for API and portal response times:
| Service | p95 Latency | p99 Latency |
|---|---|---|
| API endpoints | < 500ms | < 2s |
| Portal page load | < 3s | < 5s |
These targets apply to standard verification operations under normal load conditions. Bulk import operations, complex UBO graph traversals, and large export operations may have longer response times.
3. Support Tiers
NoxVerify offers three support tiers based on your subscription plan:
| Feature | Standard | Business | Enterprise |
|---|---|---|---|
| Channels | Email + Chat | Phone + Email + Chat | |
| Response Time | 24 hours | 8 hours | 1 hour (critical) |
| Availability | Business hours | Extended hours | 24/7 |
| Dedicated CSM | No | No | Yes |
4. Incident Severity Levels
Incidents are classified by severity level, which determines response and resolution targets:
P1 -- Critical (Service Down)
The NoxVerify platform is completely unavailable or a critical function (verification, screening, or API) is non-functional for all Tenants.
- Response time: 15 minutes
- Resolution target: 4 hours
- Communication: status page update every 30 minutes
P2 -- High (Degraded Performance)
The platform is operational but significantly degraded (elevated latency, partial functionality loss, or impact to a subset of Tenants).
- Response time: 1 hour
- Resolution target: 8 hours
- Communication: status page update every 2 hours
P3 -- Medium (Minor Issue)
A non-critical function is impaired. Workarounds are available. Limited impact on Tenant operations.
- Response time: 4 hours
- Resolution target: 24 hours
- Communication: status page update as needed
P4 -- Low (Cosmetic / Enhancement)
A cosmetic issue, minor UI bug, or feature request. No impact on core functionality or data integrity.
- Response time: next business day
- Resolution target: best effort
- Communication: tracked in backlog
5. Service Credits
If NoxVerify fails to meet the 99.9% monthly uptime commitment, affected Tenants are eligible for service credits applied to future invoices:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% -- 99.9% | 10% of monthly subscription fee |
| 95.0% -- 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
To request a service credit, the Tenant must submit a written request to support@noxverify.com within thirty (30) days of the end of the affected billing month. The request must include the dates and times of the downtime events. Service credits are the sole and exclusive remedy for uptime SLA failures.
Service credits may not exceed 50% of the monthly subscription fee in any single billing month and are not redeemable for cash.
6. Exclusions
The following events are excluded from uptime calculations and do not qualify for service credits:
- Scheduled maintenance: downtime during announced maintenance windows (see Section 8).
- Force majeure: events beyond NoxVerify's reasonable control, including natural disasters, pandemics, government actions, armed conflict, cyberattacks by state actors, or widespread internet outages.
- Customer-caused issues: downtime resulting from the Tenant's actions, including misconfiguration, excessive API usage beyond contracted limits, or actions that violate the Acceptable Use Policy.
- Third-party failures: unavailability of third-party services not under NoxVerify's control, including internet service providers, DNS resolvers, and browser-specific issues.
- Beta features: features explicitly marked as "beta," "preview," or "experimental" are not covered by this SLA.
7. Reporting
NoxVerify provides the following reporting to support SLA monitoring:
- Real-time status: the NoxVerify status page (status.noxverify.com) provides real-time visibility into platform component health and ongoing incidents.
- Monthly uptime reports: available on request for Business and Enterprise plan Tenants. Reports include monthly uptime percentage, incident summary, and root cause analysis for P1/P2 incidents.
- Incident post-mortems: detailed post-mortem reports are published within 5 business days of P1 incident resolution, including timeline, root cause, impact assessment, and preventive measures.
8. Maintenance Windows
NoxVerify performs scheduled maintenance to ensure platform reliability, security, and performance:
- Standard maintenance window: Sundays, 02:00-06:00 UTC.
- Advance notice: at least 72 hours for scheduled maintenance that may impact service availability.
- Emergency maintenance: may be performed at any time to address critical security vulnerabilities or imminent service-impacting issues. NoxVerify will provide as much advance notice as practicable.
- Zero-downtime deployments: NoxVerify uses rolling deployments and blue-green deployment strategies to minimize disruption during maintenance.
Maintenance notifications are communicated via email to Tenant administrators, the status page, and in-platform banners.
For questions about this SLA, contact us:
Email: support@noxverify.com