Service Level Agreement
1. Introduction
This Service Level Agreement ("SLA") describes the target service levels for NET Backup Vault provided by Metanoia AS ("Metanoia", "we", "us", or "our").
This SLA applies to paid NET Backup Vault plans unless otherwise stated in a separate written agreement.
This SLA is a service target description and does not create guarantees, warranties, or automatic financial compensation obligations unless explicitly agreed in writing.
2. Service Scope
This SLA applies to:
- NET Backup Vault web application availability
- Backup scheduling functionality
- Restore functionality
- Platform access
- Operational support
This SLA does not apply to:
- Customer-side internet connectivity
- Cisco Meraki outages or API issues
- Third-party infrastructure outages outside Metanoia's reasonable control
- Scheduled maintenance
- Force majeure events
- Customer misconfiguration
- Unsupported integrations or configurations
3. Service Availability Target
Target: Paid Plans
99.5%
monthly service availability
Availability is measured monthly and calculated as:
4. Planned Maintenance
Planned maintenance may occur periodically. Where reasonably possible, maintenance will be scheduled outside normal business hours and customers will receive advance notice for maintenance expected to cause significant disruption.
Emergency maintenance may be performed without advance notice if required for operational stability or security.
5. Support Hours
6. Incident Severity Levels
Examples
- NET Backup Vault unavailable for all customers
- Major restore functionality failure
- Major security incident affecting production systems
Target response
4 business hours
Examples
- Significant feature degradation
- Backup failures affecting multiple customers
- Partial restore failures
Target response
1 business day
Examples
- Non-critical feature issues
- UI issues
- Performance degradation without operational outage
Target response
2 business days
Examples
- General questions
- Minor issues
- Documentation requests
- Feature requests
Target response
Reasonable effort basis
7. Customer Responsibilities
Customers are responsible for:
- Providing accurate support information
- Maintaining valid contact information
- Reviewing restore operations before execution
- Testing restore procedures where appropriate
- Maintaining independent backup and disaster recovery procedures where required
8. Service Limitations
NET Backup Vault depends on third-party services and APIs, including Cisco Meraki APIs. Metanoia does not guarantee availability of third-party APIs, compatibility with unsupported Cisco Meraki functionality, recovery from all network configuration scenarios, or prevention of downtime, outages, or configuration errors.
9. Restore Operations
Restore operations may affect live network configurations. Customers are responsible for reviewing restore actions before execution, validating restore behaviour, ensuring restore actions are authorised, and testing restore procedures where appropriate.
Metanoia is not responsible for customer-approved restore operations executed within customer environments.
10. SLA Exclusions
Availability targets do not apply to:
- Scheduled maintenance
- Emergency maintenance
- Customer-side issues
- Third-party outages
- Cisco Meraki API issues
- Unsupported configurations
- Force majeure events
- Internet service provider failures
- Customer security incidents
- Actions performed by customer users or administrators
11. Changes to This SLA
Metanoia may update this SLA from time to time. Material updates may be communicated through NET Backup Vault, by email, or through the Metanoia website.
12. Contact Information
Metanoia AS