Noetis — Enterprise Service Level Agreement
Version 2.0 · Effective date: to be announced upon release · Last updated: to be announced upon release
This SLA applies only where an Enterprise Order expressly incorporates it.
1. Availability
Noetis will use commercially reasonable efforts to achieve 99.9% Monthly Uptime for covered core production functionality.
Monthly Uptime is:
(total monthly minutes − qualifying Downtime) / total monthly minutes × 100.
Downtime means sustained unavailability of covered core production functionality attributable to Noetis, excluding Section 4.
2. Covered functionality
Unless an Order states otherwise, the SLA applies to:
- core production website-serving functionality controlled by Noetis;
- core authenticated dashboard availability.
It does not create performance commitments concerning AI accuracy, AI generation quality, inference accuracy, experiment results, SEO results or Personalisation uplift.
3. Maintenance
Noetis may perform planned and emergency maintenance.
Noetis will use reasonable efforts to minimise disruption.
Emergency maintenance may occur without advance notice where necessary for security, stability or legal compliance.
4. Exclusions
Downtime excludes unavailability materially caused by:
- Customer systems or configuration;
- Customer content/code;
- unsupported integrations;
- Customer's network;
- public internet failures outside Noetis control;
- force majeure;
- lawful suspension;
- beta/preview functionality;
- scheduled or emergency maintenance;
- third-party failures outside Noetis's reasonable control, subject to any responsibility Noetis cannot contractually exclude;
- Customer's failure to follow reasonable remediation instructions.
A failure of an underlying supplier does not automatically exclude Downtime where the failure is attributable to Noetis's own breach of an express obligation.
5. Support
Enterprise support targets:
| Severity | Example | Target initial response |
|---|---|---|
| S1 Critical | Covered production Service materially unavailable with no workaround | 4 business hours |
| S2 High | Major covered functionality materially impaired | 1 business day |
| S3 Normal | Partial/minor impairment with workaround | 2 business days |
| S4 Low | General request or cosmetic issue | 3 business days |
Unless otherwise stated in an Order, these are initial-response targets, not guaranteed resolution times.
Business hours are Netherlands business hours, Monday–Friday excluding Dutch public holidays.
6. Credits
If Monthly Uptime is:
<99.9% but ≥99.0%: 5% credit.
<99.0% but ≥95.0%: 10% credit.
<95.0%: 25% credit.
Credits apply only to the affected monthly recurring Service fee.
7. Claim process
Customer must submit a reasonable written claim within 30 days after the affected month.
Noetis may validate the claim using relevant monitoring and technical evidence.
Where Customer presents credible contradictory evidence, Noetis will reasonably investigate it.
8. Credit cap
Maximum service credits for a month equal 25% of the affected monthly recurring Service fee.
Credits:
- apply to future invoices;
- have no cash value;
- are unavailable while undisputed overdue fees remain unpaid.
9. SLA remedy
Service credits are Customer's sole contractual monetary remedy specifically for failure to meet the uptime target.
This does not exclude remedies that cannot legally be excluded or liability arising independently from another contractual obligation where the Terms expressly provide otherwise.
10. AI, Visitor Intelligence and Growth Engine
The SLA does not guarantee:
- AI provider response;
- correctness of AI Output;
- correctness of a Visitor Profile;
- Personalisation uplift;
- experiment significance;
- search ranking;
- indexing;
- traffic;
- autonomous publication volume;
- commercial results.
11. Changes
Changes materially reducing the SLA commitment will ordinarily apply from renewal unless required earlier for law, security or circumstances outside Noetis's reasonable control.
Support: chris@noetis.nl