Service Level Agreement

Version: 1.0 · Effective: March 24, 2026 · Uptime: 99.99%

1. SLA Commitment

This Service Level Agreement ("SLA") defines the performance standards, support commitments, and service guarantees GoNexel provides to its clients. The SLA establishes measurable metrics, response times, and remedies for service failures.

2. Support Availability

• Emergency Support: 24/7 for critical outages — email info@gonexel.com with "CRITICAL" in the subject
• Weekends & Holidays: Limited support; emergency coverage available

3. Response Time Guarantees

3.1 Response Time Exclusions

Response time guarantees do not apply to:

• Issues caused by client actions, misuse, or third-party services
• Issues during scheduled maintenance windows
• Force majeure events (natural disasters, war, government action)
• Issues outside GoNexel's control (DDoS attacks, ISP failures)

4. Uptime Guarantee

4.1 Uptime Exclusions

• Scheduled maintenance (7 days' advance notice provided)
• Client-caused issues (misuse, misconfiguration)
• Third-party failures (AWS, Stripe, external APIs)
• Force majeure events
• Large-scale DDoS attacks

4.2 Uptime Monitoring

24/7 automated monitoring with immediate alerts. Monthly uptime reports provided to clients. Real-time status dashboard available on our website.

5. Service Credits (Downtime Compensation)

5.1 How to Claim

1. Submit claim within 30 days of the incident
2. Email info@gonexel.com with subject "SLA Claim"
3. Provide evidence of downtime (screenshots, timestamps)
4. Claim reviewed within 5 business days
5. Credit applied to the next month's invoice

5.2 Limitations

• Maximum credit per incident: 10% of monthly service fee
• Cumulative credits: Cannot exceed 100% of monthly fees
• Credits are non-transferable and non-refundable
• Service credits are the sole and exclusive remedy for uptime failures

6. Planned Maintenance

• Frequency: As needed (typically quarterly)
• Duration: 2–4 hours per window
• Scheduling: Off-peak hours to minimise disruption

6.1 Notification Schedule

Emergency Maintenance: May be required for critical security issues — notice provided as soon as possible, kept to minimum duration, with real-time updates.

7. Performance Metrics

8. Incident Management & Escalation

8.1 Incident Response Process

1. Detection — monitoring systems or client report
2. Acknowledgment — within the committed response time
3. Assessment — severity and priority classification
4. Investigation — root cause analysis
5. Resolution — fix applied and verified
6. Verification — client confirms issue resolved
7. Documentation — post-incident report within 24 hours

8.2 Escalation Tiers

8.3 Communication During Incidents

• Initial Update: Within 30 minutes of detection
• Status Updates: Every 30 minutes for critical issues
• Resolution Notice: Immediately upon resolution
• Post-Incident Report: Within 24 hours

9. Backup & Disaster Recovery

• Backup Frequency: Daily automated backups
• Storage: Geographically distributed (multiple AWS availability zones)
• Retention: Minimum 90 days of backup history
• RTO: 24 hours (Recovery Time Objective)
• RPO: 24 hours (Recovery Point Objective)
• DR Testing: Quarterly disaster recovery drills

10. Limitation of Liability

• Maximum Liability: Limited to service credits only
• No Consequential Damages: GoNexel is not liable for lost profits, revenue, or business interruption
• Exclusive Remedy: Service credits are the sole remedy for SLA breaches

11. Contact & SLA Support