Nineteen58

Service Level Agreement

Last updated: January 10, 2026

1. Overview

This Service Level Agreement ("SLA") is a policy governing the use of Nineteen58 services ("Services") under the terms of the applicable service agreement between Nineteen58 ("Provider") and the customer ("Customer").

This SLA applies separately to each Customer account. Unless otherwise specified, this SLA describes the entirety of Provider's obligations with respect to uptime and support.

2. Service Availability

Provider commits to maintaining the following service availability levels:

Uptime Commitment

Provider will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9%, calculated on a monthly basis.

Definitions

  • "Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime suffered in that month, divided by the total number of minutes in that month
  • "Downtime" means the total accumulated minutes during which the Services are unavailable

3. Scheduled Maintenance

Provider reserves the right to perform scheduled maintenance that may result in service interruptions. Provider will:

  • Provide at least 48 hours advance notice of scheduled maintenance
  • Perform maintenance during off-peak hours whenever possible
  • Limit scheduled maintenance to a maximum of 4 hours per month
  • Not count scheduled maintenance toward Downtime calculations

4. Emergency Maintenance

Provider may perform emergency maintenance without advance notice in cases where immediate action is necessary to:

  • Prevent or mitigate security threats
  • Address critical system failures
  • Comply with legal or regulatory requirements
  • Prevent data loss or corruption

Emergency maintenance will not be counted toward Downtime calculations if completed within 2 hours.

5. Support Services

Response Times

Provider commits to the following support response times based on issue severity:

  • Critical (P1): Initial response within 1 hour. Complete service outage or critical functionality unavailable affecting all users
  • High (P2): Initial response within 4 hours. Significant functionality impairment affecting multiple users
  • Medium (P3): Initial response within 24 hours. Minor functionality issues with workarounds available
  • Low (P4): Initial response within 48 hours. General questions, feature requests, or cosmetic issues

Support Hours

Standard support is available Monday through Friday, 9:00 AM to 5:00 PM local time, excluding holidays. Critical (P1) issues receive 24/7 support coverage.

6. Performance Standards

Response Time

Provider commits to maintaining an average API response time of less than 200ms for 95% of requests.

Error Rate

Provider commits to maintaining an error rate of less than 0.1% for all API requests.

7. Service Credits

If Provider fails to meet the Monthly Uptime Percentage commitment, Customer may be eligible for service credits according to the following schedule:

  • 99.0% to 99.9% uptime: 10% credit
  • 95.0% to 99.0% uptime: 25% credit
  • Less than 95.0% uptime: 50% credit

Service credits are calculated as a percentage of the monthly service fees paid by Customer for the affected service. Credits must be requested within 30 days of the incident.

8. Exclusions

The SLA does not apply to service unavailability caused by:

  • Factors outside Provider's reasonable control, including force majeure events
  • Customer's equipment, software, or network connectivity
  • Actions or inactions of Customer or third parties
  • Scheduled maintenance performed in accordance with this SLA
  • Customer's breach of the service agreement
  • Suspension or termination of Customer's right to use the Services

9. Monitoring and Reporting

Provider continuously monitors service availability and performance. Customers can access:

  • Real-time system status dashboard
  • Historical uptime reports
  • Performance metrics and analytics
  • Incident reports and post-mortems

10. Escalation Procedures

If Customer is not satisfied with the support response, issues may be escalated according to the following procedure:

  • Level 1: Support Team (initial contact)
  • Level 2: Support Manager (after 2 hours for P1, 24 hours for P2)
  • Level 3: Engineering Manager (after 4 hours for P1, 48 hours for P2)
  • Level 4: Director of Operations (after 8 hours for P1)

11. SLA Review and Modifications

Provider may modify this SLA by providing at least 30 days advance notice. Continued use of the Services after modifications become effective constitutes acceptance of the modified SLA.

12. Contact Information

For support requests or questions regarding this Service Level Agreement, please contact our support team through the designated support channels.