Service Level Agreement
Last updated: June 3, 2026
This Service Level Agreement ("SLA") sets out the availability commitments and support standards Nexma, Inc. ("Nexma", "we", "us") provides to customers with an active paid subscription to the Nexma platform. It forms part of, and is governed by, the Nexma Master Subscription Agreement (the "Agreement"). Capitalized terms not defined here have the meaning given in the Agreement. This SLA applies to paid production environments only, and not to free trials, beta, or evaluation use.
Nexma is committed to delivering a reliable, secure, and highly available spatial intelligence platform. This SLA describes the uptime we target for the Service, the service credits available if we fall short, and the support response times you can expect.
The commitments in this SLA apply to customers on an active paid subscription and are measured per calendar month against your production environment. The service credits described in Section 5 are your sole and exclusive remedy for any failure by Nexma to meet these commitments.
Unless stated otherwise, all times are expressed in Coordinated Universal Time (UTC), and "business hours" means 09:00–18:00 UTC, Monday through Friday, excluding public holidays.
Nexma will use commercially reasonable efforts to make each component of the Service available at or above the Monthly Uptime Percentage set out below.
The core Nexma web application, the DataStore spatial data layer, project workspaces, and the map and visualization surfaces will be available at least 99.9% of each calendar month.
Jax agent responses, optimization and solver jobs, object detection, and other inference workloads will be available at least 99.5% of each calendar month, reflecting the additional complexity of large-model and compute-intensive operations.
The Nexma REST and streaming APIs used for programmatic access and integrations will be available at least 99.9% of each calendar month.
The commitments in this SLA do not apply to, and Downtime does not include, any unavailability caused by the following:
If the Monthly Uptime Percentage for an affected component falls below the applicable commitment, you may request a Service Credit calculated as a percentage of the monthly subscription fees for that component, as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below the commitment but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Service Credits are applied to future invoices and are not refunds or cash payments. To be eligible, your account must be current on all amounts due and you must submit a valid request as described in Section 6.
The total Service Credits issued for any single calendar month will not exceed 50% of the monthly subscription fees for the affected component for that month.
To receive a Service Credit, you must submit a request within thirty (30) days of the end of the month in which the qualifying Downtime occurred:
Service Credits are your sole and exclusive remedy for any failure by Nexma to meet the commitments in this SLA.
Nexma classifies support requests by severity and targets the following initial response times, measured from when a request is received through an approved support channel.
| Priority | Description | Target Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | The production Service is down or a critical function is unusable, with no workaround. | 1 hour (24/7) | 4 hours |
| P2 — High | A major function is significantly impaired, with no reasonable workaround. | 4 business hours | 1 business day |
| P3 — Normal | A non-critical issue, or a problem with a reasonable workaround. | 1 business day | 3 business days |
| P4 — Low | A general question, documentation request, or feature suggestion. | 2 business days | Best effort |
Resolution targets describe Nexma's good-faith objective and are not guaranteed. A resolution may take the form of a fix, a workaround, or a remediation plan.
Priority is initially set by the customer and may be reasonably reassessed by Nexma based on actual impact. Enterprise plans may include enhanced response targets, a named support contact, and 24/7 coverage as set out in the applicable order form.
Support is available through the following channels:
Enterprise customers may also be provided with a dedicated support contact and escalation path as described in their order form.
Nexma continuously monitors the availability and performance of the Service from multiple independent locations, and uses this data as the system of record for measuring the Monthly Uptime Percentage.
Current component status, ongoing incidents, and historical uptime are published on the Nexma status page, which is updated throughout active incidents.
For significant incidents affecting production, Nexma will provide affected customers with a post-incident summary on request, describing the root cause and the corrective actions taken.
Customers may subscribe to status notifications to receive proactive alerts about incidents and maintenance.
Nexma may update this SLA from time to time. If we make a material change that reduces the commitments described here, we will provide reasonable advance notice through the platform or by email.
Changes that do not reduce the commitments — such as clarifications, added detail, or improvements — may take effect when posted.
The version of this SLA in effect at the start of a given calendar month governs the commitments for that month.
If you have questions about this SLA, or wish to submit a Service Credit request, please contact us:
By email: legal@nexma.ai
By mail: Nexma, Inc., Attn: Legal Department.