Nova AI Ops commits to the targets below, with service credits for breaches. Service credits scale with the plan tier; Enterprise customers can negotiate custom uptime targets above this baseline.
| Plan | Monthly uptime | Approx downtime/month | Service credit at breach |
|---|---|---|---|
| Basic | Best-effort | N/A | None |
| Standard | 99.9% | 43min | 10% credit |
| Pro | 99.9% | 43min | 15% credit |
| Enterprise | 99.9% | 43min | 25% credit |
"Uptime" is the percentage of minutes per calendar month during which the Nova platform is available, measured from the public status page. status.novaaiops.com is the canonical record.
| Severity | Standard | Pro | Enterprise |
|---|---|---|---|
| Sev-1 (production down) | 4 hours | 1 hour | 15 min, 24x7 |
| Sev-2 (major degradation) | 1 business day | 4 hours | 1 hour, 24x7 |
| Sev-3 (workable issue) | 2 business days | 1 business day | 4 business hours |
| Sev-4 (question / minor) | 3 business days | 2 business days | 1 business day |
The following do not count against uptime targets, consistent with industry standard:
If we miss a monthly uptime target, email billing@novaaiops.com within 30 days of month-end with your account ID. We verify against the status page and apply the credit to the next invoice. Credits do not stack across breaches in the same month; the highest applicable credit applies.
Enterprise customers can negotiate custom SLAs above these baselines, including 24x7 phone support, dedicated TAM, named escalation contacts, and stricter uptime targets.
This SLA page summarises the contract and is provided for reference. The legally binding SLA is the one signed in your Order Form or Master Services Agreement. Last updated 2026-04-29.