Last updated January 2026

Service level agreement

This agreement sets the availability target and support response times for Nextrobic Technologies hosted products.

Availability target

Starter and Professional: 99.5% monthly uptime.
Business: 99.9% monthly uptime.
Enterprise: 99.95% monthly uptime, or as agreed in contract.

Uptime excludes announced maintenance windows and outages caused by factors outside our control, including your own network and third-party services you have connected.

Support response times

Severity 1

Service unavailable for all users — 1 hour (Business, Enterprise), next business day (Starter, Professional)

Severity 2

Major function unavailable, workaround exists — 4 business hours

Severity 3

Minor issue or question — 1 business day

Severity 4

Feature request or documentation — 3 business days

Service credits

Below target but above 99.0%: 10% of the monthly fee for the affected product.
Between 95.0% and 99.0%: 25% of the monthly fee.
Below 95.0%: 50% of the monthly fee.

Credits are applied automatically to the next invoice; you do not need to claim them.

Backups and recovery

Daily encrypted backups, retained for 30 days.
Recovery point objective: 24 hours. Recovery time objective: 8 hours.
Enterprise plans can be configured for a shorter RPO and RTO.

Maintenance

Planned maintenance is announced at least 72 hours in advance on status.nextrobic.in and scheduled outside business hours in your primary region. Emergency security patching may be applied without notice.

Questions about this document? Write to support@nextrobic.in.