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NorthNorth OS

Service Level Agreement

Last Updated: 4 July 2026

This Service Level Agreement ("SLA") applies to customers on paid plans of North OS and forms part of the Terms of Service. It does not apply to free plans, trials, waitlist access or Beta Features.

1. Uptime Commitment

  • North will use commercially reasonable efforts to make the Service available 99.5% of the time in each calendar month ("Monthly Uptime").
  • Monthly Uptime is calculated excluding Excluded Downtime (Section 4).

2. Service Credits

If Monthly Uptime falls below the commitment, you may request a credit against future fees:

  • 99.0% – 99.49% uptime — 5% of monthly fee

  • 98.0% – 98.99% uptime — 10% of monthly fee

  • 95.0% – 97.99% uptime — 25% of monthly fee

  • Below 95.0% uptime — 50% of monthly fee

  • Credit requests must be submitted within 30 days of the month in question, with reasonable detail.

  • Credits are your sole and exclusive remedy for availability failures, are capped at 50% of the monthly fee, are non-transferable, and have no cash value.

3. Support Response Times

Support is provided via the in-app and website contact channels, during UK business hours (Mon–Fri, 9:00–17:30 UK time, excluding public holidays):

  • P1 — Critical (Service down or unusable for all users) — first response within 4 business hours
  • P2 — Major (core feature broken, no workaround) — first response within 8 business hours
  • P3 — Minor (degraded feature, workaround exists) — first response within 2 business days
  • P4 — General (questions, requests, cosmetic issues) — first response within 3 business days

Response targets are goals, not guarantees, except as expressly stated.

4. Excluded Downtime

The following are excluded from Monthly Uptime calculations:

  • Scheduled maintenance — announced at least 48 hours in advance, targeted at low-usage windows, typically not exceeding 4 hours per month
  • Emergency maintenance — required to address security or stability risks
  • Failures of third-party services, integrations, model providers, networks or infrastructure outside our reasonable control
  • Force majeure events
  • Issues caused by your equipment, configurations, misuse or breach of the Terms
  • Suspension permitted under the Terms of Service

5. Maintenance Windows

Planned maintenance is normally performed outside UK business hours. Where maintenance is expected to cause noticeable disruption, we will provide advance notice via the Service or email.

6. Changes

We may update this SLA with at least 30 days' notice; changes apply from your next renewal and will not materially reduce the protection of this SLA during a paid term.