Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) defines the performance standards, support commitments, and remedies applicable to managed IT services provided by Nastrum Technologies LLC (“Nastrum”) to its clients. This SLA forms part of the applicable Service Agreement or Statement of Work.

The objectives of this SLA are to: (a) establish clear expectations for service availability and performance; (b) define response and resolution time commitments by issue priority; (c) outline the support channels and escalation procedures available to clients; and (d) specify the remedies available to clients in the event of service level failures.

This SLA applies to all services designated as “Managed Services” in the applicable Service Agreement, including but not limited to: managed infrastructure, managed cloud hosting, managed security, managed network services, and application support and maintenance.

Nastrum guarantees a minimum service availability of 99.9% uptime per calendar month for all managed infrastructure and hosting services. This translates to a maximum of 43.8 minutes of unplanned downtime per month.

Uptime is calculated as: (Total Minutes in Month − Unplanned Downtime Minutes) ÷ Total Minutes in Month × 100. The applicable availability level for your services is specified in your Service Agreement.

Service availability is measured by our monitoring systems, which perform health checks at 60-second intervals from multiple geographic locations. Monitoring data is available to clients through the client portal dashboard.

All support requests are classified by priority level. The response time is the maximum time between Nastrum receiving a properly submitted support request and a qualified engineer acknowledging the request and beginning diagnosis.

Response times for P1 and P2 issues apply 24/7/365. Response times for P3 and P4 issues apply during business hours (Sunday–Thursday, 9:00 AM – 6:00 PM UAE time) unless an extended support plan is in place.

Priority classification is initially set by the reporting client and may be reclassified by Nastrum during triage with documented justification. Any reclassification will be communicated to the client immediately.

Clients may submit support requests through any of the following channels:

All support requests, regardless of channel, are logged in our ticketing system and assigned a unique ticket number. Clients receive automated confirmation with the ticket number and can track progress through the support portal.

Escalation Procedure:

• Level 1 — Support Engineer: Initial triage and resolution attempt.
• Level 2 — Senior Engineer: Escalated if not resolved within the target resolution time.
• Level 3 — Team Lead / Architect: Escalated for complex or systemic issues.
• Level 4 — Account Manager / Management: Escalated for SLA breaches or client-requested escalation.

The uptime guarantee and response time commitments set forth in this SLA do not apply to downtime or performance degradation resulting from:

• Scheduled Maintenance: Planned maintenance windows are communicated at least 72 hours in advance and are scheduled during low-traffic periods (typically Friday/Saturday midnight–6:00 AM UAE time). Scheduled maintenance does not count toward downtime calculations.
• Force Majeure: Events beyond reasonable control, including natural disasters, acts of war, government actions, pandemics, or widespread internet outages.
• Client Actions: Downtime caused by unauthorised configuration changes, security breaches resulting from client-side vulnerabilities, or failure to implement recommended patches or updates.
• Third-Party Failures: Outages of upstream internet service providers, cloud platform providers (AWS, Azure, GCP), DNS registrars, or other third-party services outside Nastrum's control.
• Exceeding Capacity: Performance issues resulting from traffic or usage that exceeds the provisioned capacity specified in the Service Agreement.
• Unsupported Configurations: Issues arising from software, hardware, or configurations not supported or recommended by Nastrum.

If Nastrum fails to meet the uptime guarantee in any calendar month, the Client is entitled to service credits as compensation. Service credits are calculated as a percentage of the monthly recurring fee for the affected service:

Claiming Service Credits: Clients must submit a service credit request in writing within 30 days of the end of the month in which the SLA failure occurred. Requests must include the dates and times of the outage. Nastrum will validate the claim against monitoring records and apply approved credits to the next monthly invoice.

Service credits are the Client's sole and exclusive remedy for SLA failures. Credits are capped at 100% of the monthly recurring fee for the affected service and are not redeemable for cash. Credits cannot be carried over beyond 90 days and do not accumulate across services or months.

Nastrum employs enterprise-grade monitoring and reporting to ensure transparency and accountability:

Monitoring:

• 24/7 automated monitoring with health checks every 60 seconds
• Multi-location probes to detect regional connectivity issues
• Real-time alerting to Nastrum's Network Operations Centre (NOC) for any service degradation
• Application Performance Monitoring (APM) for response time and error rate tracking
• Security event monitoring and intrusion detection

Reporting:

• Client Portal Dashboard: Real-time service status, uptime metrics, and open ticket visibility — accessible 24/7.
• Monthly Service Report: Delivered by the 5th business day of each month. Includes uptime percentage, incident summary, response/resolution times vs. SLA, capacity utilisation, and recommendations.
• Quarterly Business Review (QBR): Available for Professional and Enterprise tier clients. A structured review with your account manager covering performance trends, roadmap alignment, and optimisation opportunities.
• Incident Post-Mortems: For all P1 incidents, a Root Cause Analysis (RCA) document is provided within 5 business days, detailing the cause, impact, resolution steps, and preventive measures implemented.