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NettulzAI · NettulzTech Corp

Service Level Agreement (SLA)

NettulzAI platform availability commitments and support standards.

Last updated: September 17, 2026 · Effective immediately

1. Platform Uptime Commitment

Target Uptime: 99.5%

NettulzAI targets 99.5% monthly platform availability, excluding scheduled maintenance windows and force majeure events. This represents a maximum of approximately 3.65 hours of unplanned downtime per month.

2. Uptime by Subscription Tier

  • •Starter: 99.0% target uptime. Best-effort support.
  • •Professional: 99.5% target uptime. Priority support with 4-hour response.
  • •Enterprise: 99.9% target uptime commitment. Dedicated support with 1-hour critical response.

3. Scheduled Maintenance

  • •Routine maintenance scheduled during low-usage windows (typically weekends 02:00–06:00 UTC).
  • •Minimum 48 hours advance notice via email and status page.
  • •Emergency maintenance (security patches) may occur with shorter notice.
  • •Status page available at status.nettulzai.com.

4. Service Credits

  • •99.0%–99.5% actual uptime: 5% credit of monthly fee.
  • •95.0%–99.0% actual uptime: 10% credit of monthly fee.
  • •Below 95.0% actual uptime: 25% credit of monthly fee.
  • •Credits applied to next billing cycle. Not redeemable for cash.
  • •Enterprise clients with custom SLAs: governed by MSA.

5. Support Contacts

  • •General support: support@nettulzai.com
  • •Enterprise support: enterprise@nettulzai.com
  • •Security incidents: security@nettulzai.com
  • •Legal inquiries: legal@nettulzai.com
  • •Data protection: dpo@nettulzai.com
  • •Billing: billing@nettulzai.com

6. SLA Exclusions

The following events do not count against uptime commitments:

  • •Scheduled maintenance windows with advance notice.
  • •Force majeure events (natural disasters, pandemics, geopolitical conflicts).
  • •Third-party satellite or API provider outages outside our control.
  • •User-caused service interruptions.
  • •DDoS attacks and sophisticated cybersecurity incidents.
  • •Internet infrastructure failures outside NettulzAI's infrastructure.

B2B Proprietary Geodata Confidentiality Provision

All client-uploaded drilling logs, geological datasets, exploration vectors, and proprietary geodata submitted to the NettulzAI platform are strictly sandboxed within the client's isolated namespace. Confidential client geodata is expressly excluded from any public model retraining pipelines, cross-tenant aggregation, or shared intelligence datasets. No identifiable client geodata is used to retrain, fine-tune, or improve global AI models without the explicit written consent of the data owner. Anonymized, aggregated, non-identifiable statistics may be derived only where permitted under the client's subscription tier and Data Processing Agreement. This provision survives termination of the subscription agreement.

For legal inquiries: legal@nettulzai.com · Data Protection Officer: dpo@nettulzai.com · NettulzTech Corp · https://nettulzai.com

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