Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes NexusRMS Limited's (Company No. 16170889) commitments regarding service availability, performance, and support. This SLA applies to all NexusRMS subscriptions including the Core Platform and Freelancer Node.

2. Definitions

• "Core Platform" means the main NexusRMS rental management software subscription
• "Freelancer Node" means the standalone freelancer portal product (Free, Lite, or Pro tiers)
• "Paid Subscription" means any paying customer of either the Core Platform or Freelancer Node (Lite or Pro)
• "Free Tier" means 14-day trials of the Core Platform or the free tier of Freelancer Node

3. Service Availability

3.1 Uptime Commitment

Note: Enterprise customers with custom agreements may have enhanced SLA terms as specified in their individual contracts.

3.2 Uptime Calculation

Uptime percentage is calculated as:

(Total minutes in month - Downtime minutes) / Total minutes in month × 100

3.3 Exclusions

The following are NOT counted as downtime:

• Scheduled maintenance (announced 48+ hours in advance)
• Emergency security patches
• Issues caused by factors outside our control (DDoS, ISP outages, etc.)
• Issues caused by customer's equipment, software, or network
• Issues during free trial or free tier periods
• Downtime requested by the customer

4. Service Credits

4.1 Credit Eligibility

If we fail to meet our uptime commitment for paid subscriptions, you may be eligible for service credits:

4.2 Credit Request Process

To request a service credit:

1. Submit a request within 30 days of the incident
2. Email [email protected] with incident details
3. Include dates, times, and description of the outage
4. We will review and respond within 14 business days

4.3 Credit Limitations

• Credits are applied to future invoices only (no cash refunds)
• Maximum credit per month: 50% of monthly subscription fee
• Credits do not carry over beyond 12 months
• Credits are not available for accounts with outstanding payments
• Credits are not available for free tier users

5. Scheduled Maintenance

5.1 Maintenance Windows

Scheduled maintenance is typically performed during low-usage periods:

• Standard: Sundays 02:00-06:00 UTC
• Emergency: As needed with maximum possible notice

5.2 Notification

6. Support Response Times

6.1 Support Channels

6.2 Response Time Targets

Note: Response times refer to initial acknowledgment. Resolution times vary based on issue complexity. Enterprise customers with custom agreements may have enhanced response times.

7. Data Protection

7.1 Backup Policy

• Full daily backups retained for 30 days
• Point-in-time recovery available for all paid subscriptions
• Backups stored in geographically separate locations
• Encryption at rest (AES-256) and in transit (TLS 1.3)

7.2 Disaster Recovery

8. Performance Standards

8.1 Page Load Times

Under normal operating conditions, we target:

• Average page load time: <2 seconds
• API response time (95th percentile): <500ms
• Search queries: <1 second

8.2 Monitoring

Service status is monitored 24/7 and publicly available at nexusrms.io/status.

9. Communication

9.1 Incident Communication

During service disruptions, we will:

• Post updates to our status page within 15 minutes of detection
• Send email notifications for major incidents
• Provide regular updates until resolution
• Publish post-incident reports for significant outages

9.2 Subscription to Updates

You can subscribe to status updates at nexusrms.io/status.

10. SLA Review

This SLA is reviewed annually and may be updated to reflect service improvements. Any material changes will be communicated at least 30 days in advance.

11. Contact

For SLA-related inquiries or to report an incident: