Service Level Agreement
Technical support
Business hours
- 09:00 – 17:30 UK time (UK & EU customers)
- 09:00 – 17:30 ET (US customers)
UK public and US federal holidays are excluded.
Contact point
Email us at support@noda.ai or raise a ticket through our in-platform support chatbot.
Access our library of product help documentation 24/7 on demand at help.noda.ai/infogrid or help.noda.ai/aquicore.
Support protocol
Every support request is managed through our ticket system. Updates and requests for clarification are sent by email.
Severity, response, and resolution times
| Level | Definition | Response | Target resolution |
|---|---|---|---|
| Critical | The product — or an important component — is unusable | 4 business hours | 4 business hours |
| High | Significant loss of functionality | 4 business hours | 2 business days |
| Low | Annoyance, opportunity for improvement, or information request | 1 business day | Varies depending on request |
Level classification is made by Noda. Security issues will typically be regarded as critical. Failure to resolve a high level issue within the target resolution time may warrant escalation to critical.
Service commitments
Availability
Target system availability is at least 99.5% over a quarter. This is equivalent to maximum total downtime of 657 minutes per quarter.
Service credits
Should quarterly availability fail to reach the target, the Customer or Reseller may be entitled to receive service credits against future payments, or equivalent refund should services be terminated for cause, measured from the effective date of termination.
- In the case of availability between 95% and 99.5%, the service credit shall be 5% of the quarterly charge.
- In the case of availability below 95%, the service credit shall be 10% of the quarterly charge.
Maintenance periods
Maintenance periods that affect service availability will typically be scheduled to occur during weekends, and Customers or Resellers will be informed of the schedule no less than one business day in advance.
Major security incidents may require brief periods of unscheduled maintenance.
Maintenance periods shall not count in the calculation of quarterly availability, for the purpose of determining service credits.