This Service Level Agreement (SLA) describes the availability, support and response targets NX Solutions applies to platforms it operates or manages. Specific commitments for a given engagement are confirmed in the signed contract, which prevails where it differs from this page.
This SLA applies to production platforms covered by an active managed-services or support agreement with NX Solutions. It does not apply to free trials, pre-production environments, or one-off project deliverables without a support contract.
NX Solutions targets 99.9% monthly availability for covered production services, measured at the application edge. Architecture is designed for resilience, automatic scaling and edge caching to sustain peak load.
Business hours are Sunday to Thursday, 9:00, 18:00 AST. Response targets refer to first response, not final resolution; resolution times vary with complexity.
Routine maintenance is scheduled during low-traffic windows with reasonable advance notice. Planned maintenance within announced windows does not count against availability.
Availability targets exclude downtime caused by: factors outside our reasonable control (force majeure, internet or upstream provider failures); customer-side changes, misuse or third-party integrations; suspension for non-payment or security reasons; and announced maintenance.
Where a covered service falls below the availability target in a month, the customer may be eligible for service credits as defined in the signed agreement. Service credits are the sole and exclusive remedy for missed availability targets.
Report incidents and request status via hello@nx.sa or your designated support channel. We review service performance with clients on a regular cadence.