Noetis — Enterprise Service Level Agreement (SLA)
Version 1.0 · Effective date: 19 June 2026 · Last updated: 2026-06-19
This SLA applies to Customers on an eligible paid Enterprise plan (or where an order form expressly references it) and forms part of the Terms. It does not apply to free, trial, beta, preview or evaluation use. Capitalised terms have the meaning in the Terms.
1. Uptime commitment
1.1 Noetis will use commercially reasonable efforts to make the core hosting and dashboard functions of the Service Available at least 99.9% of the time, measured per calendar month ("Monthly Uptime").
1.2 "Available" means the core Service responds to valid requests. Monthly Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100, where Downtime is sustained unavailability of the core Service attributable to Noetis, excluding the Exclusions in §4.
2. Maintenance windows
2.1 Standard maintenance: Noetis aims to perform routine maintenance during low-traffic periods and to deploy with zero or minimal disruption. Standard maintenance is excluded from Downtime.
2.2 Emergency maintenance: Noetis may perform emergency maintenance (e.g. critical security fixes) at any time; it is excluded from Downtime. Noetis will provide notice where reasonably practicable.
3. Support response times
For Enterprise customers, Noetis targets the following first-response times during business hours (CET, Mon–Fri excluding Dutch public holidays), via chris@noetis.nl:
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | Core Service down / unavailable in production; no workaround | 4 business hours |
| S2 — High | Major function impaired; significant impact; no reasonable workaround | 1 business day |
| S3 — Normal | Minor/partial impairment; workaround exists | 2 business days |
| S4 — Low | Question, request, cosmetic | 3 business days |
Response targets are for the initial response, not resolution. Noetis will use reasonable efforts to resolve issues based on severity.
4. Exclusions
Downtime and SLA obligations exclude unavailability caused by: (a) factors outside Noetis's reasonable control, including failures, outages, changes or rate-limiting of third-party services (Vercel, Supabase, OpenAI, Anthropic, Stripe, Google, DNS, networks, the public internet); (b) force majeure; (c) standard or emergency maintenance (§2); (d) Customer's acts/omissions, misconfiguration, content, integrations, or breach of the Terms or Acceptable Use; (e) suspension for non-payment, security or legal reasons; (f) beta/preview/trial features; (g) AI-feature behaviour, accuracy or output (which carry no performance commitment of any kind — see the AI Usage & Experimentation Policy); (h) Customer's own websites' performance where caused by Customer content, scripts, or third-party tags; or (i) issues Noetis could not reproduce or that the Customer failed to report.
5. Service credits (sole remedy)
5.1 If Monthly Uptime falls below the target, Customer's sole and exclusive remedy is a service credit, calculated as a percentage of the monthly subscription fee for the affected Service for the affected month:
| Monthly Uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 5% |
| < 99.0% and ≥ 95.0% | 10% |
| < 95.0% | 25% |
5.2 Claims. Customer must request credits in writing to chris@noetis.nl within 30 days after the end of the affected month, with reasonable supporting detail. Noetis will validate against its monitoring records (which are authoritative).
5.3 Form & cap. Credits are applied against future invoices, are not refundable in cash, and the total credits in any month will not exceed 25% of that month's affected subscription fee. Credits are not available while Customer is in breach (including non-payment).
6. Relationship to liability
Service credits are the only compensation for failure to meet the uptime target. All SLA obligations are subject to the limitation of liability in the Terms (§10), including the €25,000 aggregate cap and the exclusion of indirect and consequential damages, loss of revenue/profit, business interruption, goodwill and SEO/AI-performance claims.
7. Changes
Noetis may update this SLA for renewal terms with at least 30 days' notice. The version in effect at the start of the then-current term applies for that term.
Contact: chris@noetis.nl