Business Service Level Policy

This policy is intended for an active Business subscription where the applicable Order Form expressly includes the Business SLA. If an Order Form conflicts with this policy, the Order Form prevails for that customer. Free, Starter, Team, Professional, trial, beta and preview services are outside this policy unless the Order Form says otherwise.

The Covered Service consists of the production web application, authenticated customer workspace, database and authentication path, screening API and MCP transport, and required monitoring/background processing. Customer systems and official third-party publishers are not themselves part of the Covered Service.

The monthly availability target is 99.5% for each calendar month measured in UTC. Availability is measured with a five-minute end-to-end customer journey. A minute is unavailable when the contractual journey cannot reach and validate a required covered component. The contractual result is not an average of component percentages.

Monthly Availability Percentage equals eligible minutes minus unavailable minutes, divided by eligible minutes, multiplied by 100. Degraded service remains visible but counts as available unless the covered journey fails. A missing contractual observation after measurement activation counts as unavailable.

An ordinary outage of Vercel, Supabase or another infrastructure supplier is not automatically excluded. If it makes the Covered Service unavailable, the affected minutes count unless a narrow exclusion below applies.

Official data-source freshness and reachability are reported separately. A publisher outage does not count as platform downtime while the Covered Service continues to operate with clearly marked last-verified evidence. If the failure prevents the covered screening journey from producing a valid, non-misleading result, the affected journey counts as unavailable.

Only these periods may be removed from eligible minutes: qualifying planned maintenance; customer-caused unavailability or customer systems outside Norvext control; a narrowly documented force-majeure event; or beta/preview functionality expressly excluded in the Order Form. Every exclusion requires a reason, time range, approving administrator and evidence record. Exclusions appear in the public monthly calculation.

Force majeure does not mean an ordinary supplier incident, insufficient capacity, a failed deployment, a missing configuration, staff unavailability or failure to maintain a reasonable fallback. The final force-majeure wording must be approved by legal counsel for the governing law.

Planned maintenance qualifies for exclusion only when published at least 48 hours before it starts, identifies the affected components and expected impact, and does not exceed four hours of excluded time in the calendar month. Additional maintenance time counts toward availability. Emergency maintenance is not automatically excluded.

Norvext publishes customer-relevant incidents with severity, affected components, current status, start time and the next expected update. P1 incidents are updated at least every 30 minutes and P2 incidents at least every 120 minutes while material impact continues, unless the update would expose a security weakness or protected customer information.

After resolution, Norvext records the resolution and, for material P1/P2 incidents, prepares a root-cause summary and corrective actions. The public page contains sanitized information; the internal incident record remains the audit evidence.

Business hours are Monday through Friday, 09:00–18:00 Europe/Riga, excluding the published Latvian public-holiday calendar. The support clock begins when an eligible request reaches the authenticated support channel with enough information to investigate. Initial response means acknowledgement by a person, classification and a next action; it is not a resolution promise.

P1 Critical has a 60-business-minute initial-response target. P2 High and P3 Normal have a 240-business-minute target. P4 Low has a 480-business-minute target. Norvext may increase severity based on observed impact and may lower it only with a recorded reason visible in the support audit trail.

If monthly availability is below 99.5% but at least 99.0%, the service credit is 10%. If it is below 99.0% but at least 95.0%, the credit is 25%. Below 95.0%, the credit is 50%. The percentage applies to the recurring subscription fee for the affected month, excluding taxes, add-ons and usage charges, and is capped at 50% of that fee.

Norvext calculates eligibility from the immutable monthly evidence and records approval separately from applying a billing credit. Approved credits are applied to the next invoice and are not cash refunds unless the Order Form requires otherwise. A customer should report a calculation discrepancy within 30 days after the monthly result is published; the evidence remains available for review.

The customer must maintain supported access, protect credentials, provide accurate incident information, reasonably cooperate with diagnosis and avoid tests that intentionally impair the service. Time awaiting information that is necessary to continue a support investigation may be marked paused, but platform availability measurement continues independently.

Raw probes, incident updates, maintenance approvals, exclusions and credit evaluations form the SLA audit evidence. Public data is sanitized and contains no monitor secrets, internal contacts or customer billing details.

A material change applies prospectively and requires a new policy version. Measurement cannot be activated until the external observer, component probes, worker heartbeats, public status page, on-call assignments and notification route have passed the readiness checklist. This draft requires final approval by Norvext operations and legal counsel before activation.