Service Level Agreement

Nexthome Labs targets 99.9% monthly availability for the NexHost dashboard and deployment pipeline, ProperInbox webmail and mailbox protocols, and the Nextsend API and SMTP gateway, measured per calendar month.

Static releases served from cached edge snapshots are designed to remain available even while the control plane is unreachable.

Availability is measured as the percentage of minutes in a calendar month in which the core functions of a Service respond successfully, excluding Excused Downtime. Our internal monitoring and status logs are the authoritative record.

• Scheduled maintenance announced at least 24 hours in advance (kept under 4 hours per month).
• Emergency maintenance required to address security vulnerabilities.
• Factors outside our reasonable control: backbone network failures, DDoS attacks, force majeure.
• Issues caused by your configuration, code, domains, or DNS.
• Free-tier and beta features, which are provided without SLA.

To claim a credit, open a support ticket within 30 days of the end of the affected month. Credits are applied to future invoices and are your sole remedy for availability shortfalls.

All customers can reach support from the dashboard. We prioritize outages affecting production availability and security incidents. Business plans receive priority response windows described on the pricing page.