Service level agreement

1. What this covers

This SLA covers the apps an Enterprise customer’s team runs live on Nexugen hosting. It does not cover apps hosted elsewhere, such as on your own Vercel account, or services your app depends on that Nexugen does not run.

2. Uptime target

We aim for each calendar month’s availability to be at least 99.9%, unless your agreement sets another target.

Nexugen checks every live app every five minutes. An app is down when it answers with a server error or does not answer within ten seconds. Availability is the share of checks that found your apps up, out of all checks that found them up or down, across all of your team’s live apps.

3. What does not count as downtime

• Scheduled maintenance we told you about at least 48 hours before it started.
• Outages you caused, including changes to your app’s code, settings or domain, and going over your plan’s limits.
• An app asleep because of your idle setting. A sleeping app starts again on its next visit, and our checks do not count it.
• An app you or we paused, for example for an unpaid invoice.
• Problems with services outside Nexugen’s control, such as your domain registrar, your own third-party services, or the wider internet.

4. Support response times

• Urgent (a live app is down or unusable): a first response within 4 business hours.
• Normal (everything else): a first response within 1 business day.

Business hours are 9:00 to 17:00 West Africa Time, Monday to Friday, except public holidays in Nigeria. A response means a person has looked at the problem and replied, not that it is fixed. Email hello@nexugen.app and put “Urgent” in the subject for urgent problems.

5. Service credits

If we miss the uptime target in a month, you get a credit against that month’s fee:

Credits come off a future invoice. They are not paid out in cash, and a month’s credits never add up to more than 50% of that month’s fee. Service credits are your only remedy for missing the uptime target.

6. How to claim a credit

Your team’s monthly uptime report is on the Enterprise page of your dashboard. It shows availability, every incident, and the credit it works out. To claim, email hello@nexugen.app within 30 days of the end of the month, with the month and the apps affected. We reply within 10 business days.

7. Changes

We may update this standard SLA. A change never reduces what your signed agreement gives you during its term. See also the trust centre.