Enterprise Uptime SLA

This overview is intended only for an active Enterprise subscription whose signed Order Form expressly includes an uptime SLA. If an Order Form or incorporated SLA conflicts with this overview, the signed agreement prevails. Free, Starter, Team, Professional, Business, trial, beta and preview services do not include an uptime SLA.

The Covered Service consists of the production web application, authenticated customer workspace, database and authentication path, screening API and MCP transport, and required monitoring/background processing. Customer systems and official third-party publishers are not themselves part of the Covered Service.

The standard Enterprise offer can include a 99.9% monthly uptime commitment, measured by calendar month in UTC. The exact commitment, covered regions and services, effective date and any negotiated variation must appear in the signed Order Form or incorporated SLA.

Availability is measured with a five-minute end-to-end customer journey. A minute is unavailable when the covered journey cannot reach and validate a required covered component. The contractual result is not an average of component percentages, and missing contractual observations after activation count as unavailable unless the signed agreement states otherwise.

An ordinary outage of Vercel, Supabase or another infrastructure supplier is not automatically excluded. If it makes the Covered Service unavailable, the affected minutes count unless a narrow exclusion below applies.

Official data-source freshness and reachability are reported separately. A publisher outage does not count as platform downtime while the Covered Service continues to operate with clearly marked last-verified evidence. If the failure prevents the covered screening journey from producing a valid, non-misleading result, the affected journey counts as unavailable.

Only periods permitted by the signed Enterprise SLA may be removed from eligible minutes, such as qualifying planned maintenance, customer-caused unavailability, customer systems outside Norvext control, a narrowly documented force-majeure event, or expressly excluded beta/preview functionality. Every applied exclusion requires a reason, time range, approval and evidence record.

Force majeure does not mean an ordinary supplier incident, insufficient capacity, a failed deployment, a missing configuration, staff unavailability or failure to maintain a reasonable fallback. The final force-majeure wording must be approved by legal counsel for the governing law.

Planned maintenance qualifies for exclusion only when published at least 48 hours before it starts, identifies the affected components and expected impact, and does not exceed four hours of excluded time in the calendar month. Additional maintenance time counts toward availability. Emergency maintenance is not automatically excluded.

Norvext publishes customer-relevant incidents with severity, affected components, current status, start time and the next expected update. P1 incidents are updated at least every 30 minutes and P2 incidents at least every 120 minutes while material impact continues, unless the update would expose a security weakness or protected customer information.

After resolution, Norvext records the resolution and, for material P1/P2 incidents, prepares a root-cause summary and corrective actions. The public page contains sanitized information; the internal incident record remains the audit evidence.

Support hours, severity definitions, initial-response targets, escalation routes and any optional 24/7 coverage are separate from uptime and apply only as stated in the signed Enterprise Order Form. An initial response is not a resolution promise.

The support clock begins when an eligible request reaches the agreed authenticated channel with enough information to investigate. Norvext may increase severity based on observed impact and may lower it only with a recorded reason.

Enterprise service credits, thresholds, caps, claim windows and the fee base to which a credit applies are defined in the signed Order Form or incorporated SLA. No service credit is available to a subscription that does not include that remedy.

Norvext calculates eligibility from retained monthly evidence and records approval separately from applying a billing credit. Approved credits are applied according to the signed agreement and are not cash refunds unless that agreement expressly provides otherwise.

The customer must maintain supported access, protect credentials, provide accurate incident information, reasonably cooperate with diagnosis and avoid tests that intentionally impair the service. Time awaiting information that is necessary to continue a support investigation may be marked paused, but platform availability measurement continues independently.

Raw probes, incident updates, maintenance approvals, exclusions and credit evaluations form the Enterprise SLA audit evidence. Public status data is sanitized and contains no monitor secrets, internal contacts or customer billing details.

A material change applies prospectively and requires a new policy version or Order Form amendment. Contractual measurement cannot begin before the signed effective date and the operational readiness checks have passed.