Service Level Policy

This policy describes service availability and support response objectives for paid Getway plans. Enterprise Order Forms may provide different terms.

1. Availability targets

• Developer and Starter: best-effort availability, no service credit.
• Growth: 99.5% monthly platform availability target.
• Business: 99.9% monthly platform availability target.
• Enterprise: as stated in the signed Order Form.

2. Support response objectives

• P1 security incident or total production outage: first response target 2 hours.
• P2 major production degradation: first response target 8 business hours.
• P3 standard product issue: first response target 2 business days.
• P4 question or feature request: first response target 5 business days.

3. Exclusions

SLA targets exclude scheduled maintenance, customer systems, customer network issues, misuse, unsupported integrations, force majeure, third-party data-source outages, payment-provider downtime, AI-provider downtime, and public/government portal unavailability.

4. Service credits

Unless an Enterprise Order Form says otherwise, any service credit is capped at the fees paid for the affected service in the affected month and is the exclusive remedy for an SLA miss. Credits do not apply to Developer or Starter plans.

5. Claim process

Submit SLA claims within 30 days through support or support@neximprove.com with timestamps, endpoint or feature affected, request IDs, and impact summary.