Service Level Agreement

This Service Level Agreement ("SLA") outlines the service guidelines, performance standards, and support commitments provided by Nottral (the "Platform") to registered service providers ("Partners"). Nottral is currently developed and maintained by a single developer. The targets in this document represent our best-effort commitments rather than contractual guarantees. This SLA is part of the Terms of Service and applies to all Partners with an active subscription.

Covered Services

• Appointment booking and management system
• Partner dashboard and analytics
• Client-facing booking pages
• API endpoints and integrations
• Payment processing infrastructure
• Data storage and backup services

Exclusions

• Third-party service outages (payment gateways, SMS providers, etc.)
• Scheduled maintenance windows communicated at least 48 hours in advance
• Force majeure events beyond Nottral's reasonable control
• Issues caused by Partner's own integrations or custom code
• Beta features explicitly marked as non-production
• Outages or degradation caused by underlying infrastructure providers (hosting, DNS, CDN)

Nottral strives to maintain high availability for all production services. Availability is calculated monthly as the percentage of total minutes in the month during which the platform is operational, excluding scheduled maintenance.

Uptime Targets by Plan

Monitoring & Status

Platform health is monitored using automated checks every 60 seconds. Partners can check real-time service status and subscribe to incident notifications through our status page.

Nottral maintains strict performance standards to ensure a fast and responsive experience for Partners and their clients.

Performance Metrics

Nottral provides technical support via email for all Partners. All support requests are tracked and addressed according to the following guidelines.

Severity Levels & Response Times

Support Channels

• Email support at [email protected] (7 days a week)
• In-app ticket submission (routed to email)

Nottral performs regular maintenance to ensure platform reliability, security, and performance. Maintenance is scheduled to minimize impact on Partners and their clients.

Maintenance Windows

• Standard maintenance: Tuesdays, 02:00 - 04:00 EET (UTC+2)
• Emergency maintenance: As needed with minimum 4 hours advance notice
• Major upgrades: Weekends, with 7+ days advance notice
• Database maintenance: Monthly, during standard maintenance window

Maintenance Notifications

Partners receive notifications about scheduled maintenance at least 48 hours in advance via email and in-app notifications. Emergency maintenance notifications are sent immediately via all available channels.

Nottral implements comprehensive data protection measures to ensure the safety and availability of Partner and client data.

Backup Schedule

Database backups are managed via MongoDB Atlas Cloud Backups. Backup frequency and retention depend on the active Atlas cluster tier.

The platform is currently in the process of migrating to a paid Atlas cluster to enable automated daily backups with 30-day retention and point-in-time recovery. Until Atlas Cloud Backups are fully activated, periodic manual exports are performed as a best-effort measure.

All backup data is stored within the European Union and encrypted at rest (AES-256).

Disaster Recovery

* RPO and RTO targets are aspirational commitments and will be formally guaranteed once Atlas Cloud Backups are fully activated.

If Nottral fails to meet the uptime commitments outlined in this SLA, affected Partners are entitled to service credits applied to future invoices.

Credit Schedule

Credit Conditions

• Credits must be requested within 30 days of the incident
• Credits are applied to the next monthly invoice as a percentage of that month's subscription and/or commission fees
• Maximum credit per month cannot exceed 100% of the monthly fees
• Credits are not transferable and cannot be converted to cash
• Scheduled maintenance downtime is excluded from uptime calculations
• Credits apply only to fees charged by Nottral, not to third-party transaction costs

Nottral is committed to transparency regarding platform performance and service quality.

Available Reports

• Monthly uptime summary (available in the Partner dashboard)
• Incident post-mortems published within 5 business days of major incidents
• Quarterly performance review summaries

After any significant service disruption, Nottral provides a post-incident report including root cause analysis, impact assessment, and preventive measures.

Nottral reserves the right to modify this SLA to reflect changes in service offerings, infrastructure improvements, or regulatory requirements.

Modification Process

• Partners will be notified of SLA changes at least 30 days in advance
• Material changes that reduce service commitments require 60 days notice
• Partners may terminate their subscription without penalty if they do not accept material changes
• Minor clarifications or improvements may be made with standard 30-day notice

This SLA is governed by and construed in accordance with the laws of Romania. Any disputes arising out of or in connection with this SLA shall first be attempted to be resolved amicably through direct communication. If a resolution cannot be reached within 30 days, the dispute shall be submitted to the competent courts of Romania.

For SLA-related inquiries, service credit requests, or to report a service disruption, Partners can reach Nottral through the following channels.

Contact Channels