Support Policy and SLA

Version: 1.0

Effective date: February 13th, 2026

Support Policy

• Channels: email (support@nevorth.com), Slack (where available), phone (where provided)

• Support hours (Oslo time): 09:00–20:00 for Starter/Pro

• Enterprise (Unlimited): 24/7 only if explicitly included in the enterprise Order Form

Severity levels and targets (baseline)

• Sev 1 (Critical): Service unavailable for most users or major security incident

• Initial response target: within 4 hours during support hours (24/7 for Enterprise if purchased)

• Sev 2 (High): Major functionality impaired; no workaround

• Initial response target: within 1 business day

• Sev 3 (Normal): General issues, questions, minor bugs

• Initial response target: within 2 business days

Targets are goals, not guarantees.

SLA (Light/Starter/Pro baseline)

• Uptime target: 99.5% monthly uptime goal.

• Maintenance: scheduled maintenance with 48 hours' notice where practicable.

• Credits: no service credits unless agreed in an enterprise Order Form.