Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA) 

Nubius Solutions LLC 

Last Updated: February 11th, 2025

1. INTRODUCTION

At Nubius Solutions, we are committed to providing reliable, high-performance hosting services. This Service Level Agreement (SLA) defines the uptime guarantees and compensation policies applicable to our Hosting Services powered by Vultr.

As Nubius Solutions utilizes Vultr’s infrastructure, our Hosting SLA aligns with Vultr's SLA, ensuring that our customers receive the same uptime commitments. Customers can reference Vultr’s official SLA at https://www.vultr.com/legal/sla/ for further details.

This SLA applies solely to Hosting Services and does not extend to other services, such as Nubius Lifecycle Manager or Professional Services, which may have separate agreements.

2. SERVICE COMMITMENT

Nubius Solutions, in alignment with Vultr’s SLA, guarantees 100% uptime for network and host node availability. This means that our hosting infrastructure is expected to remain operational at all times, excluding scheduled maintenance or circumstances beyond our control as outlined in the Force Majeure section.

If uptime falls below 100% in a given billing cycle, customers may be eligible for service credits as detailed below.

3. SERVICE CREDIT ELIGIBILITY

If a customer experiences an outage due to infrastructure failure that exceeds allowable downtime, Nubius Solutions will provide service credits as follows:

To request service credits, customers must submit a claim within 7 days of the reported incident by contacting billing@support.nubius.io with details of the service impact.

4. SUPPORT RESPONSE GUARANTEE

At Nubius Solutions, we are committed to providing highly responsive and effective customer support. Our ticketing system will provide immediate acknowledgment of your request. After acknowledgment, you will receive communication within the response times defined for the following key events:

• Assigned: A support representative has started working on your request.
• Resolved: Your request has been addressed and closed.

Our response commitment depends on the severity of the issue. Support requests are categorized into two severity levels:

5. EXCLUSIONS FROM SERVICE CREDIT ELIGIBILITY

The SLA does not cover downtime caused by:

• Scheduled maintenance announced in advance.
• Customer misconfigurations, third-party software failures, or security breaches resulting from the customer’s actions.
• DDoS attacks, cyber incidents, or other malicious activities beyond Nubius Solutions' control.
• Force Majeure events including natural disasters, government actions, or large-scale network outages.
• Suspension or termination due to violations of our Acceptable Use Policy (AUP).

6. INCIDENT REPORTING & ESCALATION

In the event of service downtime, customers should follow these steps:

1. Check the Nubius Solutions Status Page – We provide real-time updates on our infrastructure.
2. Open a Support Ticket – Submit a request via the customer portal or email support@support.nubius.io.
3. Escalation Procedures – If a critical issue is not resolved within a reasonable timeframe, customers may request escalation to a senior support engineer.

7. FORCE MAJEURE

Nubius Solutions shall not be liable for any failure to perform due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God (fire, floods, earthquakes, hurricanes, etc.).
• Cybersecurity threats or widespread internet failures.
• Regulatory actions, embargoes, or government restrictions.
• Global supply chain disruptions affecting data center operations.

8. AMENDMENTS TO THIS SLA

Nubius Solutions reserves the right to update or modify this SLA at any time. Changes will be communicated via email or the customer portal, with at least 30 days’ notice before implementation.

9. CONTACT INFORMATION

For SLA claims, support requests, or inquiries, contact us at:

- Technical Support: support@support.nubius.io

- Billing & SLA Claims: billing@support.nubius.io

- Sales Inquiries: sales@support.nubius.io

By using our services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement (SLA). If you do not agree, you must discontinue use of the services immediately.