Effective Date: Apr 28, 2025
This Service Level Agreement (“SLA”) outlines the service commitments of Nexrender OÜ (“Nexrender”) to its clients utilizing the Nexrender Cloud Service. It ensures a clear understanding of service availability, support responsiveness, and client responsibilities.
This SLA applies to the following services provided by Nexrender:
Cloud Rendering Service: Nexrender Cloud-based media rendering services.
Support Services: Technical support and troubleshooting assistance.
Maintenance and Updates: Regular updates and maintenance of the Nexrender platform.
API Access: Access to the Nexrender API for integrating with clients’ systems. API usage is governed by the same terms outlined in this SLA.
Note: Clients utilizing the self-managed version of Nexrender are responsible for their own deployment, management, and operations.
Nexrender commits to maintaining a Monthly Uptime Percentage of at least 99.9% for the Nexrender Cloud Service, excluding scheduled maintenance and factors beyond Nexrender’s control.
Clients will receive at least 48 hours’ notice prior to any planned maintenance activities.
Maintenance windows will be scheduled during off-peak hours to minimize impact.
Downtime resulting from client-side issues, including but not limited to network problems, misuse of the service, or unauthorized modifications.
Force majeure events, such as natural disasters, acts of war, or other unforeseen circumstances beyond Nexrender’s control.
Nexrender provides support to its clients as follows:
| Severity Level | Description | Initial Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service is completely down, or major functionality is lost. | 3 business hours | 6 business hours |
| High | Significant issues that affect user experience but don’t completely halt service. | 1 business day | 2 business days |
| Low | Minor issues, general questions, minor feature requests, or cosmetic issues. | 5 business days | Depends on priority |
The Client agrees to:
Ensure that content submitted for rendering complies with all applicable laws and does not infringe on third-party rights.
Maintain the confidentiality of account credentials.
Report issues using the designated support channels.
Utilize the service in accordance with Nexrender’s Terms of Service.
Scheduled Maintenance and Updates: Clients will be notified at least 48 hours in advance.
Emergency Maintenance: Nexrender may perform urgent fixes without prior notice if required for security or platform stability.
Maintenance windows are scheduled to minimize customer impact.
If Nexrender fails to meet the 99.9% Monthly Uptime Commitment, Clients may request a service credit.
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credit claims must be submitted within 30 days following the incident.
This SLA may be updated from time to time. Nexrender will provide 30 days’ notice prior to material changes.