Service level agreement
Outlined below is the specific level of service to be delivered by Nextail and available to customers.
System Availability
- Standard Uptime: 99% monthly availability
- Measurement: Calculated monthly, excluding scheduled maintenance
- Scheduled Maintenance: Performed during off-peak hours with advance notice
Support Response Times
|
Issue Type |
Description |
Response Time |
Resolution Target |
|
Critical |
System unavailable for all users |
4 hours |
8 hours |
|
Severe |
Major functionality impaired |
8 hours |
1 week |
|
Minor |
Partial, non-critical functionality issues |
24 hours |
1 month |
Support Hours
- Monday-Friday, 9:00-17:00 CET (excluding Spanish holidays)
