Service Level Agreement

1. What this covers

This Service Level Agreement (SLA) describes the target level of service for the partner portal and its API (partners.nvrblink.co.uk and api.nvrblink.co.uk) - the systems that hold your clients, sites, jobs, quotes and invoices, and that your NVRblink Hub and apps talk to for licensing, alerts and remote access.

It does not cover a Hub itself (which keeps recording locally even if the portal is briefly unreachable), or third-party services we rely on such as Stripe, Bunny.net, or Cloudflare, each of which publishes its own availability commitments.

2. Uptime target

We target 99.5% uptime for the partner portal and API, measured monthly. This is an honest target for a UK team running our own infrastructure, not a marketing figure - we'd rather commit to something real than promise a number we can't stand behind.

Planned maintenance is excluded from this target where we've given reasonable advance notice. Genuinely unplanned downtime counts against it.

3. Our disaster recovery setup

We run our own standby environment for the portal and API, kept in sync with the live system and monitored continuously. If something goes seriously wrong with our primary systems, we can fail over to it rather than being down for however long a single point of failure takes to fix.

This is genuinely in place and tested, not just a line in a policy document - it's part of how we operate day to day.

4. Support response target

For standard support requests (email or a ticket raised through the partner portal), our target is to respond within one UK business day.

A security vulnerability report gets faster attention under our separate vulnerability disclosure policy - see the Security page.

5. What isn't covered

• •Problems with your own network, internet connection, hardware, or browser.
• •Planned maintenance we've given reasonable notice of.
• •Events outside our reasonable control (for example a major upstream provider outage).
• •Downtime caused by misuse of the Services, or by a partner's own configuration (for example exposing the Hub in a way we advise against).

6. How this relates to our Terms of Use

This page describes our genuine target for service levels - it doesn't create a new warranty on top of what's in our Terms of Use, which still governs your use of the Services, including the limits on our liability. If the two ever appear to conflict, the Terms of Use control.

7. Contact

Questions about this SLA? Use the contact page or email [email protected].