Service Level Agreement

1.Availability commitment

NUFU CMS Solution LTD commits to 99.9% monthly availability of the NUFUCMS application and delivery API for customers on the annual plan, measured as successful responses over total valid requests in a calendar month.

2.Support response targets

• Critical (service unavailable): 1 hour, 24/7 for annual plans.
• High (major feature unusable): 4 business hours.
• Normal (functional question or minor defect): 1 business day.
• Low (feature request or guidance): 3 business days.

3.Service credits

Credits are applied to the next invoice and must be requested within 30 days of the affected month by emailing support@nufucms.com.

• 99.0% – 99.9% availability: 10% of the monthly fee, credited.
• 95.0% – 98.99% availability: 25% of the monthly fee, credited.
• Below 95.0% availability: 50% of the monthly fee, credited.

4.Exclusions

• Scheduled maintenance announced at least 48 hours in advance.
• Emergency security patching required to protect the platform.
• Failures caused by customer code, misconfiguration or third-party integrations.
• Force majeure events, including large-scale internet or upstream provider failures.
• Suspension resulting from non-payment or a policy breach.

5.Maintenance windows

Routine maintenance is performed in low-traffic windows and is designed to be zero-downtime. Any expected disruption is published in advance on our status page.

6.Backups and recovery

Workspace data is backed up daily with point-in-time recovery. Our recovery point objective is 24 hours and our recovery time objective is 4 hours for a full-region failure.