Service Level Agreement
Last updated: 2026-07-26
This Service Level Agreement (SLA) describes the availability commitment and support response targets for the Nawat platform (nawatnexus.sa), operated by Nawat Nexus Company, commercial registration no. 7054715961, Kingdom of Saudi Arabia ("Nawat", "we"). It applies to paid subscription plans. Enterprise customers may have supplementary terms in their agreement, which prevail in case of conflict.
1. Availability commitment
Nawat commits to a monthly uptime of 99.5% for the paid plans (Pro, Team and Enterprise). The Free plan is provided on a best-effort basis with no availability commitment.
Monthly uptime is the percentage of minutes in a calendar month during which the production service (the application and the API) was available, excluding the cases in the Exclusions section below. Availability is measured by Nawat’s independent monitoring, which is the reference record.
2. Support
Support is available in-app and by email to info@nawatnexus.sa, during business hours: Sunday to Thursday, 9:00 AM to 6:00 PM (KSA time), excluding Saudi public holidays.
First-response targets by plan:
Free — best effort.
Pro — 1 to 3 business days.
Team — 1 business day.
Enterprise — 8 business hours (typically within 4).
These targets measure our first reply to your request - acknowledging it and assessing it - not the time to fully resolve it, which depends on the nature of the issue. Reports that the service is down are handled ahead of all other requests on every paid plan.
3. Scheduled maintenance and exclusions
The following do not count as unavailability:
Scheduled maintenance announced at least 48 hours in advance, performed outside business hours where practicable, up to 4 hours per calendar month.
Emergency maintenance for urgent security or stability work, kept to the minimum necessary and announced as soon as practicable.
Issues caused by your own systems, networks, configurations, or misuse of the service.
Suspension or termination for breach of the Terms of Use or for non-payment.
Internet or telecommunications failures outside Nawat’s reasonable control, and force majeure events.
4. Remedies
This SLA states Nawat’s service commitments. Service credits are not offered on the Free, Pro or Team plans.
For Enterprise customers, the remedy for missed availability is a service credit, defined in the enterprise agreement and claimed as described in the next section.
5. Availability claims (Enterprise)
This section applies to Enterprise customers eligible for service credits. An eligible customer submits an availability claim by email within 30 days of the end of the affected calendar month, stating the dates, times and observed impact. Nawat verifies the claim against its monitoring records and responds within 10 business days.
6. Changes
Nawat may update this SLA. Material changes are announced at least 30 days in advance. For Enterprise customers, any change that materially reduces a committed service level does not take effect during the current subscription term; their agreement governs.