Service Level Agreement & Support

We're committed to keeping Nexelya running smoothly and providing exceptional support when you need it. Our SLA guarantees ensure your business operations stay on track.

Uptime Guarantees

Reliable infrastructure you can count on

All Plans

99.9%

< 8.76 hours/year

Standard uptime guarantee for all Nexelya customers

Growth Plan

99.95%

< 4.38 hours/year

Enhanced uptime guarantee with priority infrastructure

Best

Enterprise

99.99%

< 52.56 minutes/year

Maximum uptime with dedicated infrastructure and SLA credits

Support Tiers

Choose the support level that fits your needs

Core Plan

Response Time:

24 hours

Availability:

Business hours (M-F, 9am-5pm EST)

Channels:

EmailHelp Center

Features:

Email support
Self-service help center
Knowledge base access
Community forum

Growth Plan

Response Time:

4 hours

Availability:

Extended hours (M-F, 8am-8pm EST)

Channels:

EmailChatHelp Center

Features:

Priority email support
Live chat support
Faster response times
Dedicated onboarding
Help center & knowledge base

Premium

Enterprise Plan

Response Time:

1 hour

Availability:

24/7/365

Channels:

EmailChatPhoneDedicated Support

Features:

24/7 phone support
Dedicated support manager
Priority ticket routing
Custom SLA terms
Proactive monitoring
Scheduled health checks
Direct engineering access

Response Time Commitments

We respond to support requests based on severity and your plan

Severity	Description	Core	Growth	Enterprise
Critical	Service unavailable or major functionality broken	4 hours	1 hour	15 minutes
High	Significant feature impact, workaround available	24 hours	4 hours	1 hour
Medium	Minor feature impact or general question	48 hours	24 hours	4 hours
Low	General inquiry or feature request	72 hours	48 hours	24 hours