Service Level Agreement
This Service Level Agreement ("SLA") is part of your agreement with 3NV OÜ ("3NV", "we", "us") and applies to all cloud and bare-metal services provided under your active subscription.
Service Availability Commitment
3NV commits to 99.9% monthly uptime for all production cloud and bare-metal services. This equates to no more than approximately 43 minutes of unplanned downtime per month.
Uptime is calculated per calendar month as:
Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100
Downtime is defined as a period during which your service is completely unavailable due to factors within 3NV's control, as confirmed by our monitoring systems or a valid incident report.
Scheduled Maintenance
Scheduled maintenance is excluded from downtime calculations. 3NV will provide a minimum of 48 hours' notice for planned maintenance windows via:
- Email to your registered account address
- Public status page at status.3nv.io
Emergency maintenance required to protect service integrity may be performed with shorter notice. We will communicate the reason and estimated duration as quickly as possible.
Incident Response
| Severity | Definition | Initial Response Target |
|---|---|---|
| Critical | Service completely unavailable | < 15 minutes |
| High | Significant degradation affecting production | < 1 hour |
| Medium | Partial degradation, workaround available | < 4 hours |
| Low | Minor issue, minimal impact | < 24 hours |
Support is available 24/7 via live chat and email at [email protected]. We aim to respond to critical and high severity issues within 1 hour, and typically respond much faster.
Service Credits
If monthly uptime falls below the commitment, you are eligible for service credits applied to your next invoice:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly service fee |
| 95.0% – 98.9% | 25% of monthly service fee |
| Below 95.0% | 50% of monthly service fee |
Credits are the sole remedy for SLA breaches. They do not entitle you to a cash refund and cannot exceed the monthly fee for the affected service.
How to Request Credits
Submit a credit request within 30 days of the incident to [email protected] with:
- Your account identifier
- The date and time of the incident
- A description of the impact
3NV will review your request within 10 business days and apply approved credits to your next billing cycle.
Exclusions
This SLA does not apply to downtime caused by:
- Factors outside 3NV's reasonable control (force majeure, internet disruptions, third-party network failures)
- Scheduled or emergency maintenance with prior notice
- Actions or omissions by you or your users, including misconfigurations or resource exhaustion
- Suspension of services due to non-payment or policy violations
- Beta, pilot, or experimental services not designated as production-grade
- DDoS attacks exceeding the capacity of our mitigation infrastructure
Service Credits Do Not Apply To
- Colocation services (governed by separate facility SLAs)
- Services accessed during a free trial period
Contact
For SLA enquiries: [email protected]
For network and infrastructure status: status.3nv.io
3NV OÜ · Tornimäe tn 5, 10145 Tallinn, Estonia · Reg. no. 17032725