1. Availability Commitment & Targets
Nile commits to maintaining a Monthly Uptime Percentage of at least 99.9% across all core platform services (website delivery, checkout routers, database lookups). If Nile does not meet this target, merchants are eligible to request Service Credits under the guidelines of this SLA.
2. Uptime Computations & Exclusions
Uptime calculations divide active minutes minus downtime minutes by the total minutes in the billing term. Exclusions from downtime metrics include:
- Scheduled maintenance windows conducted between 02:00 and 04:00 UTC, announced 24 hours in advance.
- Force Majeure events (natural disasters, regional fiber cuts, or cloud provider routing outages).
- Downtime resulting from merchant modifications or external gateway failures (such as card processor transaction outages).
3. Service Credit Tiers
Service Credits are applied as a percentage of your next 3-month subscription cycle fee:
- Monthly Uptime < 99.9% but ≥ 99.5%: 10% Service Credit.
- Monthly Uptime < 99.5% but ≥ 99.0%: 25% Service Credit.
- Monthly Uptime < 99.0%: 50% Service Credit.
4. Support Level Agreements
Nile commits to support response times based on account tiers:
- Critical Issues (Storefront Down): Premium/Enterprise support responds within 1 hour; standard accounts within 4 hours.
- Standard Enquiries (Design/Settings): Premium support responds within 6 hours; standard accounts within 12 hours.