1. Scope
This document describes the availability commitment for the NapsixB2B dashboard and the Napsix AI Gateway.
Self-serve plans (Free, Starter, Pro, Business) are provided on a commercially reasonable effort basis, with no service credit. We publish real-time service status and communicate incidents, but there is no contractual percentage attached.
A committed percentage with credits is a clause of the Enterprise contract, negotiated per agreement. If your contract does not mention it, the paragraph above applies.
2. How availability is measured
Monthly availability = minutes in the month minus minutes of unavailability, divided by minutes in the month.
Unavailability means the period during which the service returns 5xx errors to the majority of valid requests, or fails to respond. Performance degradation, a single AI provider being down, or an individual feature erroring do not count as full unavailability.
Measurement is ours, published on the status page. If you have evidence of a discrepancy, it is resolved through the claim process in section 6.
3. Targets
Our internal operational target for the dashboard and the Gateway is 99.9% monthly. That is the number we chase and measure ourselves against.
An operational target is not a contractual guarantee: the guarantee, where it exists, is written into your contract and comes with the credit described in section 5.
The AI Gateway depends on third-party model providers. Our design keeps a floor of free models always on and routes across providers precisely so one provider going down is not the service going down.
4. Exclusions
The following do not count as unavailability: scheduled maintenance announced at least 48 hours in advance; incidents caused by your configuration, your code or your credentials; unavailability of third-party services you connected (integrations, your mail provider, your DNS); force majeure events; and usage exceeding your plan limits.
Features marked as beta or behind a flag are also excluded.
5. Service credits
Where your contract includes an availability commitment and we miss it, the remedy is a credit against the following month invoice, calculated per the schedule in your contract.
The credit is the sole and exclusive remedy for a service level miss. It does not accumulate across months and is not convertible to a cash refund.
6. How to claim
Write to support within 30 days of the incident, with the affected dates and times and, if you can, evidence from your side (logs, screenshots, request ids).
We respond within 10 business days. Where a credit applies, it is applied automatically on the next invoice.
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