Service Level Agreement

This agreement describes the support and availability commitments we make for each plan. We publish conservative targets and aim to beat them.

1. Support response times

Response time is measured from when your request reaches us during business hours to our first human reply.

• Free and Starter — best-effort, via email and the contact form.
• Professional — within 1 business day, on a prioritized queue.
• Ultra — within 4 business hours, with a named contact.

Business hours are Monday to Friday, 9:00–18:00 in your account's time zone, excluding public holidays.

2. Support channels

Every message is answered by a real person — never a bot. The channels available to you depend on your plan:

• Email — available on every plan. Write to us any time and we'll route your request to the support inbox.
• Live chat (Professional) — an in-app chat with our official NovusPraxis support, for faster back-and-forth.
• Named contact (Ultra) — a direct, prioritized line to a dedicated person on our team for hands-on help.

3. Availability

We target high availability across all paid plans. A formal uptime guarantee and a public status page will accompany our production infrastructure; until then we commit to the response times above rather than an uptime percentage we cannot yet measure and honor honestly.

4. Scheduled maintenance

When maintenance may cause downtime, we give advance notice and schedule it outside business hours whenever possible.

5. Scope and exclusions

The response-time targets above apply to paid plans; support on the Free and Starter plans is best-effort. These commitments do not cover delays or downtime caused by events outside our reasonable control, by third-party providers (such as hosting, email, or payment services), or by misuse of the Service or violations of our Terms.

6. Changes to this agreement

As NovusPraxis grows, we expect to strengthen these commitments — including a formal uptime guarantee. We may update this agreement from time to time, and will update the "Last updated" date above when we do.

7. Reaching support

Write to us at support@novuspraxis.app or use the in-app support channel on your plan. Ultra customers also have a named contact for direct, prioritized help.