---
title: "Service Level Agreement"
description: "Our uptime commitment, incident response standards, and service credit terms for 3NV cloud and bare-metal services."
canonical_url: "https://3nv.io/resources/sla"
last_updated: "2026-07-21T20:10:58.070Z"
---

This Service Level Agreement ("SLA") is part of your agreement with 3NV OÜ ("3NV", "we", "us") and applies to all cloud and bare-metal services provided under your active subscription.

## Service Availability Commitment

3NV commits to **99.9% monthly uptime** for all production cloud and bare-metal services. This equates to no more than approximately 43 minutes of unplanned downtime per month.

Uptime is calculated per calendar month as:

> **Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100**

Downtime is defined as a period during which your service is completely unavailable due to factors within 3NV's control, as confirmed by our monitoring systems or a valid incident report.

## Scheduled Maintenance

Scheduled maintenance is excluded from downtime calculations. 3NV will provide a minimum of **48 hours' notice** for planned maintenance windows via:

- Email to your registered account address
- Public status page at [status.3nv.io](https://status.3nv.io)

Emergency maintenance required to protect service integrity may be performed with shorter notice. We will communicate the reason and estimated duration as quickly as possible.

## Incident Response

<table>
<thead>
  <tr>
    <th>
      Severity
    </th>
    
    <th>
      Definition
    </th>
    
    <th>
      Initial Response Target
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      Critical
    </td>
    
    <td>
      Service completely unavailable
    </td>
    
    <td>
      < 15 minutes
    </td>
  </tr>
  
  <tr>
    <td>
      High
    </td>
    
    <td>
      Significant degradation affecting production
    </td>
    
    <td>
      < 1 hour
    </td>
  </tr>
  
  <tr>
    <td>
      Medium
    </td>
    
    <td>
      Partial degradation, workaround available
    </td>
    
    <td>
      < 4 hours
    </td>
  </tr>
  
  <tr>
    <td>
      Low
    </td>
    
    <td>
      Minor issue, minimal impact
    </td>
    
    <td>
      < 24 hours
    </td>
  </tr>
</tbody>
</table>

Support is available 24/7 via live chat and email at [support@3nv.io](mailto:support@3nv.io). We aim to respond to critical and high severity issues within 1 hour, and typically respond much faster.

## Service Credits

If monthly uptime falls below the commitment, you are eligible for service credits applied to your next invoice:

<table>
<thead>
  <tr>
    <th>
      Monthly Uptime
    </th>
    
    <th>
      Credit
    </th>
  </tr>
</thead>

<tbody>
  <tr>
    <td>
      99.0% – 99.9%
    </td>
    
    <td>
      10% of monthly service fee
    </td>
  </tr>
  
  <tr>
    <td>
      95.0% – 98.9%
    </td>
    
    <td>
      25% of monthly service fee
    </td>
  </tr>
  
  <tr>
    <td>
      Below 95.0%
    </td>
    
    <td>
      50% of monthly service fee
    </td>
  </tr>
</tbody>
</table>

Credits are the sole remedy for SLA breaches. They do not entitle you to a cash refund and cannot exceed the monthly fee for the affected service.

## How to Request Credits

Submit a credit request within **30 days** of the incident to [support@3nv.io](mailto:support@3nv.io) with:

1. Your account identifier
2. The date and time of the incident
3. A description of the impact

3NV will review your request within 10 business days and apply approved credits to your next billing cycle.

## Exclusions

This SLA does not apply to downtime caused by:

- Factors outside 3NV's reasonable control (force majeure, internet disruptions, third-party network failures)
- Scheduled or emergency maintenance with prior notice
- Actions or omissions by you or your users, including misconfigurations or resource exhaustion
- Suspension of services due to non-payment or policy violations
- Beta, pilot, or experimental services not designated as production-grade
- DDoS attacks exceeding the capacity of our mitigation infrastructure

## Service Credits Do Not Apply To

- Colocation services (governed by separate facility SLAs)
- Services accessed during a free trial period

## Contact

For SLA enquiries: [support@3nv.io](mailto:support@3nv.io)

For network and infrastructure status: [status.3nv.io](https://status.3nv.io)

3NV OÜ · Tornimäe tn 5, 10145 Tallinn, Estonia · Reg. no. 17032725