Draft pending review. This document is being reviewed by the Northline admins and is not yet in force. Items in [brackets] are still to be decided.
Availability target
We aim for a monthly availability of [99.9]% for the production Service, measured as the percentage of minutes in a calendar month in which the Service is available, excluding the exclusions below. [Admin to confirm the target before approval.]
Exclusions
Scheduled maintenance announced at least [48] hours in advance, issues caused by you or third parties outside our control (including your network or third-party services), force majeure events, and features marked beta or preview.
Service credits
If monthly availability falls below the target, eligible customers on paid plans may claim a service credit of [admin to define — e.g. a percentage of that month's fee]. Credits must be requested within [30] days of the end of the affected month and are the sole remedy for downtime.
Support response times
We respond to support tickets during business days. Target first response: [admin to define per plan]. Enterprise customers may have different response times in their agreement.
Status and incidents
We will publish incidents and maintenance on our status page [link to be added when live] and notify affected customers of significant incidents.