Service Level Agreement
Last updated: 6 August 2026
This SLA describes the uptime we target for the Nuvio platform and what happens if we miss it. It applies to paid subscriptions in good standing.
Uptime commitment
We target 99.9% monthly availability of the core application (sign-in and the app dashboards), measured per calendar month.
“Available” means the application responds to authenticated requests. Availability is measured by our monitoring; our records are the reference.
What is excluded
- Scheduled maintenance, announced in advance and kept to low-traffic windows.
- Outages of third-party services you connect — WhatsApp/Meta, carriers, email or payment providers — which have their own SLAs.
- Issues caused by your configuration, your network, or use outside the documentation.
- Force majeure, and emergency security action taken to protect the platform.
Support response
- Critical (service down for you): first response within 4 business hours.
- Normal (a feature or question): first response within 1 business day.
- Support is over email at admin@nuviolearning.com; business hours are 10:00–18:00 IST, Monday to Friday.
Service credits
If monthly availability falls below 99.9% in a month, you may request a service credit against a future invoice: 5% of that month’s fee for 99.0–99.9%, 10% for 95.0–99.0%, and 20% below 95.0%.
Credits are the sole remedy for missed availability. Request one within 30 days of the affected month, at the contact below; credits apply only to paid subscriptions in good standing.
Contact
SLA and credit requests: admin@nuviolearning.com.
- Legal name: Nuvio Learning Private Limited
- Corporate Identity Number (CIN): U85499WB2025PTC282733
- Registered office: ANO-201, Astra Towers, 2C/1, Action Area IIC, Rajarhat, North 24 Parganas, West Bengal 700161, India
- Contact: admin@nuviolearning.com
See also: Privacy Policy · Terms of Service · Refund & Cancellation Policy