Overview
This SLA applies only where the applicable GN-Apex service, subscription, order form, or other agreement expressly includes an availability commitment. Free, trial, beta, preview, experimental, development, and expressly excluded services may not be covered.
Availability
For an eligible service, GN-Apex targets at least 99.9% monthly availability. Availability means that the applicable service is reachable and capable of accepting normal requests during the measurement period, subject to the exclusions in this SLA.
The credit schedule above is a proposed standard for eligible plans. A signed order form or service-specific agreement may provide different commitments and will control where applicable.
Measurement
Availability is measured using GN-Apex service-side monitoring and operational records for the applicable service. We do not publish synthetic historical uptime values on this page.
Measurements may account for successful service responses, planned maintenance, infrastructure events, and the exclusions listed below. Customer-side network failures, unsupported configurations, and failures outside GN-Apex control are not treated as GN-Apex downtime.
Maintenance
GN-Apex may perform planned maintenance, upgrades, migrations, security work, and infrastructure changes. Where reasonably practicable, we will provide advance notice for maintenance that is expected to materially affect an eligible service.
Emergency maintenance may occur without advance notice when necessary to address security vulnerabilities, protect customer data, restore service, or prevent a larger incident.
Exclusions
Availability commitments do not cover downtime or degradation caused by:
- your applications, code, configurations, credentials, or misuse of the service;
- your internet connection, local network, DNS provider, or third-party network outside GN-Apex control;
- third-party services or integrations that are not operated by GN-Apex;
- events outside reasonable control, including major natural disasters, war, civil unrest, or widespread internet failures;
- planned or emergency maintenance permitted by this SLA; or
- features or services expressly identified as beta, preview, experimental, development, or otherwise excluded from the applicable SLA.
Service credits
Service credits are the standard remedy for an availability shortfall under this SLA unless your applicable agreement states otherwise. Credits apply only to the affected eligible service fees and are not cash refunds.
Credits do not roll over indefinitely and may not exceed the applicable monthly fee for the affected service. If you have multiple services, a service credit for one service does not automatically apply to another.
Support
Critical service interruption
A widespread failure that materially prevents an eligible service from operating and has no reasonable workaround.
Significant degradation
A material service problem affecting an important function for multiple users, with limited or no workaround.
Standard issue
A non-critical problem, configuration issue, or product question that does not substantially prevent service use.
Response targets are support targets, not guarantees that an incident will be resolved within the same period.
Requesting a service credit
To request a credit, contact the applicable GN-Apex support or billing channel within 30 days after the end of the month in which the alleged availability failure occurred. Include the affected service, relevant dates and times, and enough information for us to identify the incident.
We will review the request against our service records and notify you of the determination. If a credit is approved, it will generally appear on a subsequent invoice or account balance.