Effective Date: 25 January 2025
Issued By: Nuvra Limited (Masdar City Free Zone, Abu Dhabi, UAE)
Contact: support@nuvra.agency
1.1 This Service Level Agreement (“SLA”) defines the service availability commitments, performance expectations, maintenance standards, incident response obligations, remedies, and limitations applicable to the Vibe Coding Platform (“Platform”) operated by Nuvra Limited (“Nuvra”, “Nuvra Tech”, “Company”, “we”, “our”).
1.2 This SLA applies to all Users subscribed to paid Subscription Plans that expressly include SLA coverage.
1.3 This SLA forms part of and is governed by the Terms of Service and may be incorporated into enterprise agreements.
2.1 “Service Availability” means the percentage of total minutes during a billing month in which the Platform is accessible and operational, excluding Scheduled Maintenance and Excluded Downtime.
2.2 “Scheduled Maintenance” means planned downtime for upgrades, improvements, fixes, or infrastructure updates, notified at least 24 hours in advance.
2.3 “Excluded Downtime” means downtime not counted against Service Availability as defined in Section 7.
2.4 “Service Credit” means a credit applied to the User’s account under Section 8.
2.5 “Incident” means an unplanned interruption or degradation of service.
3.1 Nuvra Tech commits to a monthly Service Availability of:
99.5% Uptime
measured over each billing month.
3.2 Availability is calculated as:
\text{Availability %} = \left(1 – \frac{\text{Unplanned Downtime (minutes)}}{\text{Total Minutes in Month}} \right) \times 100
3.3 If Service Availability falls below 99.5% in a given month, Users may be eligible for Service Credits as defined in Section 8.
4.1 The Platform shall be maintained using industry-standard cloud infrastructure and redundancy practices.
4.2 Nuvra Tech shall employ monitoring tools to detect and respond to:
4.3 The Company shall implement commercially reasonable disaster recovery protocols.
5.1 Scheduled Maintenance shall occur:
5.2 Scheduled Maintenance does not count as downtime for SLA calculations.
Incidents are categorized into Severity Levels as follows:
6.1 Severity Level 1 — Critical
Definition:
Platform is completely unavailable or critical functionality is inoperable for all Users.
Response Commitment:
6.2 Severity Level 2 — High
Definition:
Major functionality is impaired, affecting a significant portion of Users.
Response Commitment:
6.3 Severity Level 3 — Medium
Definition:
Non-critical functionality degraded with workaround available.
Response Commitment:
6.4 Severity Level 4 — Low
Definition:
Minor issue, cosmetic defect, enhancement request, or behavior not impacting core functionality.
Response Commitment:
Initial Response Time: 3 business days
The following are excluded from SLA calculations:
7.1 Scheduled Maintenance
As defined in Section 5.
7.2 Emergency Maintenance
Required to protect the integrity, security, or stability of the Platform.
7.3 User-Caused Issues
Including but not limited to:
7.4 Force Majeure Events
Including:
7.5 Third-Party Failures
Including:
8.1 Users are eligible for Service Credits if monthly Service Availability falls below:
Monthly Uptime | Server Credit (%) of Monthly Fee |
99.5% – 99.0% | 10% |
98.99% – 98.0% | 20% |
Below 98.0% | 30% |
8.2 Service Credits:
8.3 Service Credits are the sole and exclusive remedy for failure to meet SLA commitments.
To claim a Service Credit, the User must submit:
to: support@nuvra.agency
Claims must be submitted within 15 days following the affected month.
10.1 Under no circumstances shall Nuvra Tech be liable for:
10.2 The Company’s aggregate liability shall not exceed the amount paid by the User during the preceding three (3) months, consistent with the Terms of Service.
11.1 Enterprise customers may negotiate:
11.2 Enterprise SLAs supersede this Policy only where expressly stated in a signed agreement.
Users must:
Failure to comply may void SLA protections.
Nuvra Tech reserves the right to amend this SLA at any time.
Updates will be published with a revised Effective Date.
Continued use of the Platform constitutes acceptance.
This SLA is governed by:
For SLA inquiries or incident reporting:
Nuvra Limited
Masdar City Free Zone
Abu Dhabi, United Arab Emirates
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