Legal
Service Level Agreement
Last updated: April 2026
This Service Level Agreement describes availability, response, and resolution commitments for ongoing managed services. It supplements the applicable Terms of Service and Statement of Work.
Availability target
| Tier | Monthly uptime | Monthly credit |
|---|---|---|
| Standard | 99.5% | 10% of monthly fee |
| Business | 99.9% | 25% of monthly fee |
| Enterprise | 99.95% | 50% of monthly fee |
Response targets
Critical (service down): 30 minutes. High (major feature broken): 2 business hours. Normal (minor issue): 1 business day. Low (question or enhancement): 3 business days.
Scheduled maintenance
Planned maintenance windows are announced at least 72 hours in advance and do not count against uptime. We target Sundays 02:00–06:00 UTC for any maintenance that requires downtime.
Exclusions
Downtime caused by customer-initiated actions, third-party failures outside our control (upstream cloud provider outages), force majeure, or use outside the documented limits is excluded from uptime calculations.
Claiming credits
To claim a service credit, email billing@nightbyte.cc within thirty (30) days of the event with your account reference. Credits are applied to the next invoice.
Questions about this policy? Contact legal@nightbyte.cc.