This Service Level Agreement (“SLA”) describes the availability and support commitments Nexagen Networks makes to OrionHub customers. The targets here match the published Technical Performance Measures shown on the in-product SLA dashboard, so what you read here is what we measure.
1. Availability target
Monthly uptime target: 99.5% for the production OrionHub control plane, measured as the share of containers in the customer’s active namespace(s) that are Ready over the calendar month, weighted by request volume.
Maintenance windows announced at least 72 hours in advance and not exceeding four hours per month do not count against the target.
2. Severity definitions
| Severity | Definition |
|---|---|
| Critical (P1) | Production-down event affecting all users in a tenant; data loss; confirmed active security incident. |
| High (P2) | Major feature unavailable or significantly degraded with no workaround; affects multiple users. |
| Medium (P3) | Feature degraded with workaround available; individual user issues; questions blocking onboarding. |
| Low (P4) | Cosmetic issue, documentation gap, feature request, general question. |
3. Response and resolution targets
| Severity | First response | Target resolution |
|---|---|---|
| Critical (P1) | 15 minutes (24×7) | 4 hours |
| High (P2) | 1 hour (business hours) | 8 hours |
| Medium (P3) | 4 business hours | 48 hours |
| Low (P4) | 1 business day | 5 business days |
Compliance is tracked per ticket. SLA dashboard in-product surfaces the rolling 30-day compliance percentage for both response and resolution.
4. Service credits
If we miss the monthly availability target in a given calendar month, the customer is eligible for the following service credit applied to the next renewal invoice:
| Monthly uptime | Service credit |
|---|---|
| < 99.5% but ≥ 99.0% | 10% of monthly subscription fee |
| < 99.0% but ≥ 95.0% | 25% of monthly subscription fee |
| < 95.0% | 50% of monthly subscription fee |
Service credits are the exclusive remedy for failure to meet the availability target. To claim a credit, an authorized tenant Owner must email support@nexagen.com within 30 days of the end of the affected month.
5. Exclusions
The SLA does not apply during periods of:
- Scheduled maintenance announced at least 72 hours in advance.
- Force majeure events: natural disasters, war, terrorism, government action.
- Customer-caused outages: misconfiguration by the customer, customer-owned infrastructure failures, exceeded API rate limits.
- Failures of customer-supplied integrations (their GitLab, their cloud accounts, their AI provider).
- Beta or preview features explicitly marked as such.
6. Support channels
- In-product support portal:
/tenants/<slug>/support— primary channel, severity-tagged, sidebar notifications. - Email: support@nexagen.com
- Critical (P1) escalation: in-product portal flagged Critical, plus a 24×7 paging email critical@nexagen.com for immediate human review.
- Security incidents should always go to security@nexagen.com (see the Security page for the disclosure policy).
7. Modifications
We may update this SLA from time to time. Material changes are announced at least 30 days before they take effect, and we don’t retroactively reduce commitments inside an active subscription term.