Service Level Agreement
Effective: March 18, 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 acknowledgment. All times are during business hours (Monday–Friday, 9am–6pm ET) unless otherwise noted.
| Severity | Description | Hobby | Starter | Pro |
|---|---|---|---|---|
| Sev 1 — Service down | Platform unreachable or data ingestion fully stopped | Best effort | 12 hours | 4 hours |
| Sev 2 — Major degradation | Significant feature unavailable or severe performance issues | Best effort | 24 hours | 8 hours |
| Sev 3 — Minor issue | Non-critical bug, UI issue, or general question | Best effort | 48 hours | 24 hours |
| Sev 4 — Feature request | Enhancement suggestions or feedback | Community | Community | Community |
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 Starter and Pro customers, we will additionally send email notifications.
5. Data Durability
- Log data is stored redundantly and encrypted at rest.
- Retention periods are determined by your subscription tier.
- We perform regular backups but do not guarantee recovery of data lost due to customer-initiated deletions.
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). As we grow, we intend to introduce formal uptime guarantees with service credits for qualifying plans.
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: