Service Level Agreement

Pro & Business Plans

Last updated: April 15, 2026

1. Overview

This Service Level Agreement (“SLA”) is a policy governing the availability of the NaNDesk service and applies to customers on paid NaNDesk plans (Pro and Business). This SLA supplements and is incorporated into our Terms of Service.

Free Plan Exclusion

This SLA does not apply to NaNDesk Free plan users. Free-plan accounts are provided on a best-effort basis without uptime commitments, service credits, or guaranteed incident response times.

Scope:This SLA covers the NaN Logic-hosted NaNDesk services — the dashboard, config API, widget script delivery, chat inference API, and authentication. It does not cover upstream AI-provider outages (OpenAI) or the availability of third-party destinations you configure (Zapier, email providers, webhook endpoints, calendar providers).

2. Uptime Commitment

99.9%

Monthly uptime target for the NaNDesk control plane

This target applies to the config API (widget configuration delivery), the NaNDesk dashboard, and the authentication service. Uptime is calculated as the percentage of total minutes in a calendar month during which the control-plane services are operational.

“Downtime” means a period during which the control-plane services are materially unavailable to you, as measured by our monitoring systems. Intermittent network issues, latency increases below error thresholds, and brief interruptions lasting less than 5 consecutive minutes are not counted as Downtime.

3. How We Measure Uptime

Uptime is measured on a monthly basis using the following formula:

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100

Measurement Period

Each calendar month, starting at 00:00 UTC on the first day and ending at 23:59 UTC on the last day.

Monitoring

We use automated external monitoring from multiple geographic regions to detect downtime. Our monitoring data is the authoritative source for SLA calculations.

Scheduled Maintenance

Pre-announced maintenance windows (notified at least 72 hours in advance) are excluded from Downtime calculations.

Status Page

Real-time service status, incident history, and maintenance schedules are published on our status page.

4. Service Credits

If the control-plane uptime falls below the committed level during any calendar month, you are eligible for a service credit applied to your next billing cycle:

Monthly Uptime: 99.0% - 99.9%

10%

credit on monthly fee

Monthly Uptime: 95.0% - 99.0%

25%

credit on monthly fee

Monthly Uptime: Below 95.0%

50%

credit on monthly fee

Service credits are calculated as a percentage of the monthly fees you paid for the affected NaNDesk service during the month in which the SLA was not met. Credits are capped at 50% of your monthly fee and cannot be redeemed for cash. Credits are your sole and exclusive remedy for any failure to meet the SLA.

5. Exclusions

The following are excluded from SLA calculations and do not count toward Downtime:

Outages or degraded performance of our upstream AI provider (OpenAI) that propagate to chat responses
Scheduled maintenance windows announced at least 72 hours in advance via email or status page
Force majeure events including natural disasters, acts of war or terrorism, government actions, pandemics, or widespread internet infrastructure failures
Issues caused by your misuse of the service, unauthorized modifications, or use inconsistent with our documentation
DNS propagation delays or issues with domain registrars outside NaN Logic's control
Downtime of third-party destinations you connect to NaNDesk (webhooks, Zapier, email providers, calendar providers)

6. Incident Response Times

We classify incidents by severity and commit to the following initial response times for customers on paid plans:

Critical< 1 hour

Complete service outage affecting all customers. Control plane is unreachable.

High< 4 hours

Major feature degradation. Dashboard or config API partially unavailable or severely impaired.

Medium< 24 hours

Minor feature issue. Non-critical functionality affected. Workaround available.

Response times represent the time from when we detect or are notified of an incident to when our engineering team begins active investigation. Resolution times depend on incident complexity and are not guaranteed, but we will provide regular status updates throughout the resolution process.

7. Scheduled Maintenance

We perform scheduled maintenance to keep the control-plane service secure and up to date. Maintenance windows are planned with minimal customer impact in mind:

Advance Notice

At least 72 hours before any scheduled maintenance, via email and our status page.

Preferred Windows

Maintenance is scheduled during low-traffic periods, typically weekday early mornings (UTC) when possible.

Widget Continuity

Your widget continues to function during most maintenance windows because widget config is cached in visitors’ browsers.

Emergency Maintenance

In rare cases, urgent security patches may require maintenance with less than 72 hours notice. We will provide as much advance notice as possible.

8. How to Claim Credits

To request a service credit:

1Submit a credit request to support@nanlogic.com within 30 days of the month in which the SLA was not met
2Include your account identifier, the dates and times of the downtime you experienced, and a description of the impact
3We will review your request against our monitoring data and respond within 15 business days
4If approved, the credit will be applied to your next billing cycle automatically

This SLA states your sole and exclusive remedies for any failure by NaN Logic to meet the uptime commitment. This SLA does not modify or supersede the limitation of liability provisions in our Terms of Service.

9. SLA Term and Amendments

This SLA is effective for the duration of your paid NaNDesk subscription. NaN Logic may modify this SLA from time to time. Changes will be posted on this page with an updated “Last updated” date. If a modification materially reduces the service commitments, we will notify you at least 30 days before the change takes effect. Continued use of the NaNDesk service after the effective date of a modification constitutes your acceptance of the modified SLA.

In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall prevail, except with respect to uptime commitments and service credits which are governed exclusively by this SLA.

10. Contact Us

Get in touch

Official Address

NaN Logic LLC
8840 Mason Ave
Morton Grove, IL 60053
United States