Service Level Agreement
Effective: March 18, 2026 · Version 1.1 (last updated August 7, 2026)
This Service Level Agreement ("SLA") describes the availability targets, support channels, and response time commitments for the Nano SIEM platform ("Service").
1. Platform Availability
We target 99% monthly uptime for the Nano platform, measured as the percentage of minutes in a calendar month during which the Service is available.
Availability is calculated as:
(Total minutes in month - Downtime minutes) / Total minutes in month × 100
Exclusions
The following are not counted as downtime:
- Scheduled maintenance — announced at least 24 hours in advance via email or in-app notification, typically performed during low-usage hours (weekends, early morning UTC).
- Third-party outages — downtime caused by cloud infrastructure providers, DNS providers, or other upstream services outside our control.
- Force majeure — natural disasters, government actions, or other events beyond reasonable control.
- Customer-caused issues — misconfigured log sources, exceeded plan limits, or actions taken by the customer that impact their own service.
2. Support Channels
| Channel | Availability |
|---|---|
| Feedback portal | 24/7 (in-app, when logged in) |
| Status page | Real-time platform status and incident updates |
3. Support Response Times
Response times are measured from when a support request is received to when we provide an initial response. Each subscription tier maps to a support level:
- Community — Hobby
- Email — Startup, Growth, Team
- Priority — Business, Pro
- Dedicated — Enterprise
Human response targets are measured against the coverage window for your support level — unless otherwise agreed in an Order Form, business hours (Monday–Friday, 9am–6pm ET, excluding US federal holidays); time outside the coverage window does not accrue toward a target. On Dedicated plans, support requests additionally receive an automated first response — acknowledgment, severity classification, and a diagnostic summary — within 15 minutes, 24/7, including outside the coverage window.
| Severity | Description | Community | Priority | Dedicated | |
|---|---|---|---|---|---|
| Sev 1 — Service down | Platform unreachable or data ingestion fully stopped | Best effort | 12 hours | 4 hours | 4 hours |
| Sev 2 — Major degradation | Significant feature unavailable or severe performance issues | Best effort | 24 hours | 8 hours | 8 hours |
| Sev 3 — Minor issue | Non-critical bug, UI issue, or general question | Best effort | 48 hours | 24 hours | 2 business days |
| Sev 4 — Feature request | Enhancement suggestions or feedback | Community | Community | Community | Community |
Extended Coverage (Add-On)
For Dedicated plans, extended coverage is available as a paid add-on and, where purchased, is stated in the Order Form: a wider coverage window (for example, extended regional hours) and 24/7 paged Sev 1 response, with a 4-hour human target inside the coverage window and 8 hours outside it.
Severity Classification
Severity is determined by Nano based on the nature and impact of the issue. If you believe a severity should be escalated, note this in your support request and we will review promptly.
4. Incident Communication
When we identify a platform incident:
- Within 1 hour — Initial acknowledgment posted to our status page.
- Every 2 hours — Progress updates during active incidents.
- Within 24 hours of resolution — Post-incident summary describing root cause, impact, and preventive measures.
For Sev 1 incidents affecting customers on Email, Priority, or Dedicated support (Startup tier and above), we will additionally send email notifications.
5. Data Durability
- Log data is stored redundantly and encrypted at rest. On high-availability tiers each unit of data is held in more than one copy on separate infrastructure; on Enterprise deployments on AWS those copies sit in separate availability zones.
- Retention periods are determined by your subscription tier.
- Redundancy protects against infrastructure failure — a lost node, disk, or availability zone — and we rebuild the affected copy from its peer.
- Redundancy does not protect against deletion or corruption of the data itself, which applies to every copy. We do not take backups of log data and do not offer point-in-time restore of it. Tiering to object storage moves data rather than copying it, so it is not a second copy either. Where log data is destroyed, recovery is by re-ingestion from your own source systems.
- The relational database holding your configuration, rules, and alerts is backed up daily with a rolling 7-day retention.
- On customer-hosted (BYOC) deployments the storage lives in your cloud account, so you may apply your own snapshot and backup policy to it and restore independently of us.
6. Planned Maintenance
- Maintenance windows are scheduled during low-traffic periods when possible.
- We provide at least 24 hours advance notice for planned maintenance.
- Emergency maintenance (security patches, critical fixes) may occur with shorter notice.
7. What This SLA Does Not Cover
This SLA describes our operational targets and support commitments. It does not constitute a guarantee of specific performance levels or include financial remedies (service credits) unless otherwise agreed in an Order Form or master agreement.
8. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via email or in-app notification at least 30 days before they take effect.
9. Contact
For support inquiries: For SLA-related questions: