Service Level Agreement (SLA)
1. Service Commitment
Noxys Security SAS ("Noxys") is committed to providing the Noxys AI Firewall services with high availability and performance.
2. Uptime Guarantee
Noxys will use commercially reasonable efforts to ensure the Service Availability for each billing month as follows:
| Subscription Tier | Availability Target |
|---|---|
| Free / Starter | 99.0% |
| Business | 99.9% |
| Enterprise | 99.95% |
3. Maintenance Windows
Scheduled maintenance will occur during off-peak hours. Customers will be notified at least 48 hours in advance via the status page and/or email.
4. Support Response Times
Incidents reported via support@noxys.eu or the admin console are categorized as follows:
| Severity | Definition | Initial Response (Business Hours) |
|---|---|---|
| P0 (Critical) | Service completely unavailable for all users. | < 2 Hours |
| P1 (High) | Major functionality impaired (e.g., policy engine failure). | < 4 Hours |
| P2 (Normal) | Minor bug or configuration issue. | < 1 Business Day |
5. Service Credits
In the event Noxys fails to meet the Uptime Guarantee for Business or Enterprise tiers, Customers may be eligible for Service Credits equivalent to a percentage of their monthly fee, subject to the terms of their Master Service Agreement.