This Service Level Agreement ("SLA") describes our platform availability commitment and support response targets for paid Nexvora tenant subscriptions. It does not apply to trial accounts. The support response targets your own subscribers experience from your helpdesk are governed separately by the SLA policies configured under your tenant's Support settings, not by this document.
We target 99.5% monthly uptime for the Nexvora admin panel, RADIUS bridge (Authorization/Accounting REST endpoints), and captive portal routes, excluding Scheduled Maintenance and Excluded Events.
We will provide at least 24 hours' notice to tenant administrators for maintenance expected to affect availability, performed outside peak hours where practicable. Scheduled maintenance does not count against the uptime commitment.
The uptime commitment does not cover unavailability caused by: factors outside our reasonable control (force majeure, upstream internet/carrier outages); your own network hardware, NAS devices, or WireGuard/L2TP host-side services outside our infrastructure; third-party payment gateway outages; or misuse in breach of the Acceptable Use Policy.
| Tier | First response |
|---|---|
| Starter / Growth / Business | Standard support — target next business day |
| Scale / Enterprise (Priority Support) | Priority support — target within 4 business hours |
Submit support requests through your admin panel's CRM/ticketing module or info@cglobaconsults.com.
If monthly uptime falls below 99.5% due to a cause within our control, a tenant on a paid license tier may request a service credit against the following month's subscription fee, calculated as 5% of that month's fee per full percentage point below the 99.5% target, up to a maximum of 30%. Credit requests must be submitted within 30 days of the affected month and are the sole remedy for an availability shortfall.
Email info@cglobaconsults.com with your tenant name and the affected period. We will confirm eligibility against our monitoring records within 10 business days.