These are the standard service levels for systems that Nextrobic Technologies hosts or supports on a one-year or two-year contract. Your contract may set different levels.
Availability target
- Hosted websites and applications: 99.9% monthly uptime.
- Uptime excludes announced maintenance and outages caused by factors outside our control, such as third-party services.
Support response times
Critical
Production down for all users — response within 1 hour, 24×7
High
Major feature not working — response within 4 business hours
Normal
Minor issue or question — response within 1 business day
Change
New feature or change request — estimate within 3 business days
Service credits
- Below 99.9% but above 99.0%: 10% of that month's support fee.
- Between 95.0% and 99.0%: 25% of that month's support fee.
- Below 95.0%: 50% of that month's support fee.
Backups and recovery
- Daily encrypted backups, kept for 30 days.
- Recovery point objective: 24 hours. Recovery time objective: 8 hours.
Maintenance
Planned maintenance is announced at least 72 hours in advance and scheduled outside business hours. Urgent security patches may be applied without notice.
Questions about this document? Write to support@nextrobic.in.