Nomorobo
Service Level Agreement
1. Overview
This SLA applies to all Nomorobo business services provided under a Master Service Agreement and applicable SOW. It defines priority codes, response times, uptime commitments, and service level credits. This SLA is incorporated by reference into the MSA.
2. Priority Codes
| Priority | Severity | Description | Example |
|---|---|---|---|
| P1 - Critical | Complete outage or data breach | Production service is entirely unavailable or a security incident involving Client data | API returning errors for all queries; confirmed data breach |
| P2 - High | Major impairment | Significant degradation of service functionality affecting business operations | API response times exceeding 5x normal; intermittent failures affecting >25% of queries |
| P3 - Medium | Non-critical issues | Service is functional but with degraded performance or minor feature issues | Elevated response times; dashboard reporting delays; non-critical feature unavailable |
| P4 - Low | Cosmetic or enhancements | Minor issues or feature requests with no material business impact | UI cosmetic issues; documentation corrections; feature enhancement requests |
3. Response and Resolution Times
| Priority | Initial Response | Update Frequency | Target Resolution |
|---|---|---|---|
| P1 - Critical | 1 hour | Every 1 hour | 1 business day |
| P2 - High | 4 hours | Every 4 hours | 2 business days |
| P3 - Medium | 1 business day | Daily | 7 business days |
| P4 - Low | 2 business days | Next scheduled contact | Next scheduled release |
Additional details:
- Response times are measured from when Nomorobo confirms receipt of the issue report
- Resolution means either the issue is resolved or a reasonable workaround has been provided
- Client assigns priority in good faith based on actual business impact
- Nomorobo may propose a different priority level; disputes resolved via good-faith discussion within 1 business day
4. System Availability
- Nomorobo commits to 99.5% System Availability per calendar month
- "System Availability" = percentage of total minutes in a month during which the Services are operational and accessible
- Excludes: scheduled maintenance (up to 4 hours/month with 48 hours advance notice), force majeure, issues caused by Client's systems, internet connectivity issues beyond Nomorobo's control
5. Service Level Credits
If Nomorobo fails to meet the 99.5% availability commitment:
| Monthly Availability | Service Level Credit |
|---|---|
| 99.0% - 99.49% | 10% of monthly fees |
| 98.0% - 98.99% | 25% of monthly fees |
| 95.0% - 97.99% | 50% of monthly fees |
| Below 95.0% | 100% of monthly fees |
- Credits applied against next invoice
- If no future invoices, Nomorobo will refund the credit amount
- Client must request credits within 30 days of the affected month
- Credits are the sole and exclusive remedy for failure to meet availability targets (except as otherwise provided in the MSA)
6. Termination Right
If Nomorobo fails to achieve 99.5% availability in any two (2) calendar months within a rolling six-month period, or fails to achieve 98% in any single calendar month, Client may terminate the applicable SOW for cause with immediate written notice and receive a refund of pre-paid, unearned fees.
7. Support Channels
- Email: support@nomorobo.com
- Support Portal: [support URL]
- P1 Issues: 24/7 on-call via designated emergency contact provided during onboarding
- Standard Support Hours: Monday - Friday, 9:00 AM - 6:00 PM Eastern Time (excluding US federal holidays)
8. Scheduled Maintenance
- Nomorobo will provide at least 48 hours advance written notice of scheduled maintenance
- Maintenance windows: preferred during off-peak hours (Saturday/Sunday 2:00 AM - 6:00 AM ET)
- Maximum 4 hours of scheduled maintenance per calendar month
- Emergency maintenance may be performed with shorter notice when required to address security vulnerabilities or critical issues
9. Status Page
- Real-time service status is available at: nomorobo.statuspage.io
- Clients may subscribe to automated status notifications
10. Reporting
Nomorobo will provide monthly availability reports upon Client request showing:
- Uptime percentage for the preceding month
- Summary of any incidents and resolution times
- Maintenance windows utilized
11. Changes to This SLA
Nomorobo may update this SLA from time to time. Material changes will be communicated with at least 30 days written notice. Continued use constitutes acceptance. Objections handled per the MSA.
