Service Level Agreement

1. Uptime Guarantee

NaixturAi guarantees a 99.9% uptime for all core AI services and hosted business applications. We utilize multi-region failover systems to ensure that your digital infrastructure remains operational even during large-scale network disruptions.

2. Support Response

We categorize support requests based on several severity levels. Response times are measured from the moment a ticket is logged in our centralized tracking system.

• Severity 1 (Critical): 4-hour initial response.
• Severity 2 (High): 12-hour initial response.
• Severity 3 (Standard): 24-hour initial response.

3. Service Credits

Should we fail to meet the 99.9% uptime guarantee in any calendar month, clients are entitled to service credits applied to their next billing cycle, ranging from 5% to 25% of the monthly fee depending on the duration of the outage.