SLA — Service Level Agreement | Nyverra

SLA Framework

Nyverra's Service Level Agreement (SLA) defines the service level commitments applicable to each contracted package, with objective indicators for availability, response time, and resolution.

Severity Levels

Critical: complete service outage impacting production or revenue. Response within 30 minutes (Assisted operations/Enterprise).

High: significant degradation without total outage. Response within 2 hours.

Medium: component failure without production impact. Response within 8 hours.

Low: query, improvement, or non-urgent adjustment. Response within 24 hours (business hours).

Availability (Uptime)

Uptime commitment is calculated monthly and varies by package:

Monitoring only: best effort — no guaranteed uptime SLA.

Assisted operations: 99.5% uptime for core managed services (excluding scheduled maintenance windows).

Enterprise: 99.9% uptime with credit clauses for availability shortfall beyond the contracted level.

Maintenance Windows

Scheduled maintenance is communicated with at least 48 hours' notice and carried out preferably during low-impact windows (nighttime, weekends), agreed upon per environment.

Metrics & Reporting

Nyverra provides monthly SLA reports with indicators: availability, mean time to respond, mean time to resolve, and incidents by severity. Biweekly executive reports for Assisted operations and Enterprise.

General Provisions

This is a reference framework. The applicable SLA shall be formalized in the contract and may include additional indicators based on the scope and criticality of the environment.