SERVICE LEVEL AGREEMENT (SLA) NEXAXT WECO
Version: 1.0 Effective date: 11 May 2026 Canonical URL: https://weco.nexaxt.com/pages/sla-en.html
PREAMBLE
This SLA is part of the Agreement Documents. It defines Service availability levels, support response times and service credits.
Architectural reminder. WECO is self-hosted software. The Licensor's SLA metrics relate to the part of the obligation observable by the Licensor (availability of artifacts at https://weco.nexaxt.com and GitHub Releases, License JWT issuance infra, support response), not to Software installations on Client infrastructure. Installation availability is the Client's responsibility.
Aspirational. Premium and Enterprise uptime targets are aspirational at the current phase. The team works toward them, but operational maturity and infrastructure redundancy do not yet permit a technically binding guarantee. The Client acknowledges this.
1. TIERS
| Tier | Uptime (target) | P1 response | Max monthly credit |
|---|---|---|---|
| Trial | best-effort | community (forum / Issues) | 0% |
| Starter | best-effort | community | 0% |
| Standard | 99.0% | 1 business day | 10% |
| Premium | 99.5% (target) | 4 business hours | 25% |
| Enterprise | 99.9% (target) | 1 business hour | up to 50% (per Order Form) |
Business hours: Mon–Fri, 09:00–18:00 (Asia/Almaty), excluding RK public holidays.
Business day: 9 business hours per the above.
2. UPTIME DEFINITION
2.1. Measured surfaces controlled by the Licensor: (a) https://weco.nexaxt.com (homepage, doc pages, purchase pages); (b) https://weco.nexaxt.com/install-admin.sh (installer); (c) License JWT issuance endpoint; (d) support email channels.
Availability of endpoints on Client infrastructure is not in scope.
2.2. Monthly Uptime % = (Total minutes − Downtime minutes) / Total minutes × 100%.
2.3. Downtime = period during which at least one core endpoint (§2.1) fails to return HTTP 200/302 for 5 minutes or more, as polled externally by the Licensor's monitoring service.
2.4. Exclusions — Section 4.
3. SEVERITY AND RESPONSE
| Severity | Description | Tier | Response target |
|---|---|---|---|
| P1 — Critical | Full unavailability of a critical function (License JWT, root); material security threat | Standard | 1 business day |
| Premium | 4 business hours | ||
| Enterprise | 1 business hour | ||
| P2 — High | Severe degradation of one component | Standard | 2 business days |
| Premium | 1 business day | ||
| Enterprise | 4 business hours | ||
| P3 — Medium | Minor issue with workaround | All paid | 5 business days |
| P4 — Low | Information request, feature request, docs | All paid | 10 business days |
3.1. Support contact: (a) Standard / Premium / Enterprise: email per Order Form (default anton.orlov@nexaxt.com, subject "[WECO Support]"); (b) Trial / Starter: GitHub Issues in the dist repository (community).
3.2. Response = first human reply. It does not imply resolution; resolution depends on the issue.
4. SLA EXCLUSIONS
4.1. SLA does not apply (downtime not counted, response not warranted) for outages caused by:
(a) scheduled maintenance — announced at least 24 hours ahead on the status page or by email; (b) emergency security maintenance — to fix critical vulnerabilities; (c) Client-side issues — Client's setup, configuration, infrastructure resources; (d) third-party providers — DNS, ISP, the Client's VPS provider, Certificate Authority, upstream provider; (e) force majeure — Public Offer §13; (f) trial / beta features — labelled beta in the product; (g) AUP / EULA breach by Client, leading to suspension; (h) integration component failure — e.g., FreedomPay, OpenXchange — for their own uptime; (i) DDoS — the Licensor does not provide volumetric DDoS protection (EULA §9.1).
5. SERVICE CREDITS
5.1. Credit by monthly uptime:
| Tier | < 99.9% | < 99.5% | < 99.0% | < 95.0% |
|---|---|---|---|---|
| Standard | — | — | 10% | 10% |
| Premium | 5% | 10% | 25% | 25% |
| Enterprise | 10% | 25% | 50% | 50% |
5.2. Credit is a percentage of the monthly pro-rata fee for the affected Service.
5.3. Monthly cap — credits never exceed 100% of the monthly fee.
5.4. Trial / Starter — no credit (best-effort).
6. CREDIT REQUEST PROCEDURE
6.1. Request must be in writing to anton.orlov@nexaxt.com, subject "[WECO SLA Credit Request]".
6.2. Deadline: within 30 calendar days of the end of the affected month.
6.3. Request must include: (a) Client identifier (license_id); (b) start / end UTC of downtime; (c) affected endpoint; (d) screenshots or monitoring logs.
6.4. The Licensor reviews within 15 business days.
6.5. Credit is granted as a discount on the next invoice (not a cash refund).
6.6. The credit is the Client's sole and exclusive remedy for any SLA breach. No other claims (damages, lost profit, etc.) lie.
7. SUPPORT SCOPE
7.1. Includes: (a) Q&A on operating the Software; (b) log / audit analysis; (c) help with bootstrap of a new Host VM; (d) configuration recommendations; (e) backup / restore guidance.
7.2. Excludes (separate Order Form / professional services): (a) custom development; (b) integrations not in the standard product; (c) data migration from other systems; (d) team training; (e) bespoke reporting / documentation; (f) legal / regulatory advice.
8. COMMUNICATION CHANNELS
8.1. Standard / Premium support: email.
8.2. Enterprise: email + dedicated Slack/Telegram channel (per Order Form) + monthly QBR on request.
8.3. Escalation: Enterprise Clients may escalate directly to anton.orlov@nexaxt.com on missed response.
9. UPDATES AND PATCHES
9.1. Releases ship per the schedule published in the repo (irregular, when ready).
9.2. Critical / high security patches — within 14 calendar days of vulnerability confirmation.
9.3. Medium / low patches — in the next planned release.
9.4. The Client applies updates via update-admin.sh. Application help is part of normal support.
10. CHANGES
10.1. The Licensor may change the SLA. Material adverse changes take effect 30 days after notice (Public Offer §19).
11. CONTACTS
NEXA IKS TI LLP Support: anton.orlov@nexaxt.com Escalation: anton.orlov@nexaxt.com Web: https://weco.nexaxt.com
End of SLA v1.0 of 11 May 2026.