Service Level Agreement (SLA)

This Service Level Agreement ("SLA") applies to Customers of the NEBULONS AI Studio platform on paid plans and describes NEBULONS AI's service availability commitment, support response standards, and the remedies available where those standards are not met. This SLA is incorporated into the Master Services Agreement.

NEBULONS AI commits to a Monthly Uptime Percentage of at least 99.9% for the core Services, measured across each calendar month. "Uptime" means that the platform dashboard, API endpoints, and deployed model inference endpoints are able to accept and process requests. Monthly Uptime Percentage is calculated as the total number of minutes in the month minus the number of minutes of Downtime, divided by the total minutes in the month.

"Downtime" does not include: scheduled maintenance announced at least forty-eight (48) hours in advance and ordinarily performed outside business-critical hours; emergency maintenance required to address a security threat, performed with notice where practicable; suspension in accordance with the Acceptable Use Policy; failures of the Customer's own networks, systems, or third-party services outside NEBULONS AI's reasonable control; or periods during which the Customer has disabled or misconfigured its own deployment endpoints.

Where Monthly Uptime Percentage falls below 99.9%, the Customer is eligible for a service credit applied against future fees: 5% of the monthly fee for uptime between 99.0% and 99.89%; 10% for uptime between 98.0% and 98.99%; and 25% for uptime below 98.0%. To receive a credit, the Customer must submit a request through support within thirty (30) days of the end of the affected month. Service credits are the sole and exclusive remedy for availability shortfalls.

Support response targets for priority-classified issues are as follows: Priority 1 (production system unavailable or a suspected data security incident) — initial response within one (1) hour, continuous work until resolution or mitigation; Priority 2 (core function materially degraded) — initial response within four (4) business hours; Priority 3 (minor defect or question) — initial response within one (1) business day. Response times are measured from the Customer's report via the designated support channel.

NEBULONS AI continuously monitors the Services with automated alerting across infrastructure, network, and application layers. Status updates during a Downtime event are published through the designated status channel, beginning within thirty (30) minutes of confirmation of a material incident and updated at least every two hours until resolution. A root-cause summary is made available to affected Customers for any Downtime exceeding one (1) hour.

Nothing in this SLA diminishes the data protection commitments that apply at all times, including during Downtime and maintenance: Customer Data remains encrypted, isolated, and subject to the zero-retention and deletion guarantees described in the Data Retention and Deletion Policy and the Zero Data Retention & No-Training Commitment. NEBULONS AI may update this SLA prospectively; reductions to the uptime commitment or support targets take effect only at the Customer's next renewal, unless the Customer agrees earlier.