Our contractual commitment to infrastructure availability, rapid incident resolution, priority developer SLAs, and enterprise uptime.
Version 3.2 · Effective Date: August 2026
This Service Level Agreement ("SLA") outlines the performance, uptime metrics, and response benchmarks provided by Nesvra LLC for all licensed enterprise software platforms, managed private cloud infrastructure, and dedicated Tech Team subscriptions.
Maximum allowable monthly downtime: < 21.6 minutes.
Active-active failover with sub-second health checks.
Client controls dedicated bare-metal infrastructure.
| Severity Level | Description | Initial Response | Continuous Remediation |
|---|---|---|---|
| P1 — Critical | Core platform down, payments halted, or complete service disruption. | < 30 Minutes | 24/7 War Room until resolved |
| P2 — Major | Significant feature impairment without complete system downtime. | < 2 Hours | Continuous business hours |
| P3 — Moderate | Non-critical functional bug or administrative dashboard glitch. | < 6 Hours | Next sprint release |
| P4 — Low | Cosmetic enhancement or general architectural advisory request. | < 24 Hours | Standard roadmap schedule |
Direct instant communication with your assigned principal engineer and solutions architect.
Priority phone escalation for on-call DevOps engineers during P1 incidents.
If monthly uptime drops below guaranteed thresholds, clients receive automatic service fee credits.