Service Level Agreement

99.9% Uptime Guarantee

Nova guarantees 99.9% uptime for all hosted WordPress sites on our Kubernetes platform.

Service Credits

If we fail to meet our 99.9% uptime commitment, you may be eligible for service credits:

• 99.0% - 99.9% uptime: 10% service credit
• 95.0% - 99.0% uptime: 25% service credit
• Below 95.0% uptime: 50% service credit

Exclusions

The SLA does not apply to downtime caused by scheduled maintenance, factors beyond our control, or issues caused by customer code or configuration.

Support Response Times

Scale: 24-hour response | Momentum: 4-hour response | Infinite: 1-hour response with dedicated support