Service Level Agreements

Updated 2 weeks ago by Łukasz Korecki

This Service Level Agreement accompanies NomNom Insights’ Terms Of Service, available at: https://nomnominsights.com/legal/terms-and-conditions/

Target Availability – we will use commercially reasonable efforts to make the Service available with an uptime of 99.8% of each calendar month.

Calculation of uptime, will not include unavailability, due to:

  • Use of the Service by Customer in a manner not authorized by this Agreement
  • General Internet connectivity problems and other outside factors outside of our control
  • Customer’s equipment, software, network connection and other infrastructure
  • Scheduled Maintenance

Scheduled Maintenance – means a routine scheduled maintenance of the Service, we will notify all Customers at least 2 weeks in advance. Scheduled Maintenance will not exceed 8 hours per month. NomNom typically performs Scheduled Maintenance once every two months.

Support Response SLA

 

While NomNom attempts to respond to all issues in a timely manner, issues which affect our customers are dealt with depending on their priority:

Level 1 – Critical

Characteristics:

  • The application is not reachable
  • Critical functionality not available
  • Data lost or data corruption
  • Large number of users blocked from work

Response time: up to 30 minutes.

 

Level 2 – Major

Characteristics: 

  • Significant performance degradation
  • Important functionality not available
  • Small number of users blocked from work

Response time: up to 3 hours.

 

Level 3 – Medium

Characteristics:

  • Some system functions not available
  • Minor performance degradation
  • Small number of users impacted

Response time: up to 6 hours.

 

Level 4 – Low

  • Incorrect product behavior without impact
  • Product question or feature request

Response time: 2 business days.


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