LEGAL

Customer Service Level Agreement (SLA)

Last Updated: July 23, 2026

This Customer Service Level Agreement (“SLA”) describes the service availability commitments, operational responsibilities, maintenance practices, service credit policy, and related service level terms applicable to services provided through the NexNodo platform.

This SLA forms an integral part of the applicable Terms of Service, Cloud Service Agreement, Enterprise Agreement, Order Form, or any other agreement governing Customer use of the NexNodo platform.

Capitalized terms not defined herein shall have the meanings assigned in the applicable customer agreement.

1. PURPOSE

NexNodo operates a global cloud infrastructure platform that enables customers to provision, deploy, manage, and consume infrastructure resources provided by independent infrastructure providers participating within the NexNodo ecosystem.

Unlike traditional cloud providers that own and operate all underlying infrastructure, NexNodo operates a software platform connecting customers with infrastructure capacity supplied by approved Data Center Partners.

Accordingly, service availability is measured using a layered operational responsibility model under which different service components may have different service level commitments depending upon operational ownership.

This SLA is intended to clearly define those responsibilities and applicable service availability commitments.

2. SERVICE MODEL

Services delivered through the NexNodo ecosystem consist of multiple independent operational layers, including but not limited to:

  • NexNodo Platform
  • Customer Portal
  • Identity and Authentication Services
  • Platform APIs
  • Provisioning Services
  • Deployment Engine
  • Marketplace Services
  • Billing Platform
  • Resource Orchestration
  • Managed Kubernetes Services
  • Infrastructure Resources
  • Virtual Machines
  • GPU Virtual Machines
  • Object Storage
  • Block Storage
  • Networking Services
  • GPU Infrastructure
  • Customer Applications
  • Customer Containers
  • Customer Workloads
  • Third-Party Software
  • Open Source Software

Because these operational layers are managed by different parties, individual service level commitments may differ.

3. SLA COVERAGE

Unless expressly stated otherwise, this SLA applies only to services directly operated and managed by NexNodo.

Covered services include, where applicable:

  • NexNodo Web Portal
  • Customer Dashboard
  • Authentication Services
  • Account Management
  • Platform APIs
  • Billing Platform
  • Wallet Services
  • Auto Top-Up Services
  • Deployment Engine
  • Resource Provisioning
  • Marketplace Services
  • Managed Kubernetes Control Plane
  • Platform Monitoring
  • Platform Management Services

This SLA does not apply to:

  • customer applications;
  • customer workloads;
  • customer containers;
  • customer databases;
  • customer software environments;
  • customer deployment configurations;
  • third-party software;
  • Marketplace applications;
  • open-source software;
  • AI models;
  • AI training workloads;
  • inference workloads;
  • customer Kubernetes workloads;
  • customer-created virtual machines;
  • customer-managed services;
  • or any software or services controlled by the Customer.

4. NEXNODO PLATFORM AVAILABILITY

Subject to the exclusions, limitations, maintenance provisions, and other conditions described within this SLA, NexNodo commits to providing 99.95% Monthly Platform Availability for covered NexNodo Platform Services.

Platform Services include:

  • Customer Portal
  • Web Console
  • Platform APIs
  • Authentication Services
  • Billing Platform
  • Wallet Management
  • Deployment Engine
  • Marketplace Platform
  • Resource Provisioning Services
  • Platform Management Components

Monthly Platform Availability means the percentage of time during a calendar month during which the covered Platform Services remain operationally available.

Availability measurements may be calculated using commercially reasonable monitoring systems, telemetry, operational logs, synthetic monitoring, platform observability systems, incident records, or other reasonable measurement methodologies selected by NexNodo.

Platform Availability applies only to software services operated directly by NexNodo.

5. MANAGED KUBERNETES SERVICE AVAILABILITY

Managed Kubernetes Clusters provisioned through the NexNodo platform are covered by a 99.95% Monthly Service Availability commitment.

This availability commitment applies exclusively to NexNodo-managed Kubernetes services, including:

  • Kubernetes Control Plane
  • Kubernetes API Server
  • Scheduler
  • Controller Manager
  • Cluster Management Services
  • Cluster Provisioning Services
  • Managed Kubernetes Operations

For the avoidance of doubt, this SLA does not apply to:

  • customer Pods;
  • customer Containers;
  • customer Applications;
  • customer Deployments;
  • customer Helm Charts;
  • customer Operators;
  • customer Services;
  • customer Ingress Controllers;
  • customer Volumes;
  • customer Workloads;
  • customer Configuration Errors;
  • third-party Kubernetes software;
  • or any software deployed or managed by the Customer.

Managed Kubernetes Service Availability covers only the availability of the managed Kubernetes control plane operated by NexNodo.

Worker Nodes, GPU Nodes, Storage, Networking, Compute Resources, and GPU Infrastructure remain subject to the applicable Infrastructure Provider Service Level Agreement.

6. INFRASTRUCTURE PROVIDER SERVICE LEVELS

Infrastructure resources made available through the NexNodo ecosystem are supplied by independent Data Center Partners and Infrastructure Providers participating in the NexNodo platform.

Infrastructure services may include, where applicable:

  • Virtual Machines (VPS)
  • GPU Virtual Machines
  • Dedicated Compute Resources
  • GPU Compute Resources
  • Managed GPU Infrastructure
  • Block Storage
  • Object Storage
  • Networking Services
  • Private Networks
  • Public IP Services
  • Load Balancers
  • Storage Infrastructure
  • Physical Compute Infrastructure
  • GPU Hardware
  • Power Infrastructure
  • Cooling Infrastructure
  • Physical Data Center Facilities

Unlike NexNodo Platform Services, infrastructure resources are owned, operated, and maintained by independent Infrastructure Providers.

Accordingly, infrastructure service availability commitments are governed by the applicable Infrastructure Provider Service Level Agreement.

Infrastructure Provider availability commitments may vary depending upon:

  • Infrastructure Provider;
  • Data Center location;
  • Infrastructure Tier;
  • Service category;
  • Resource class;
  • Selected deployment region;
  • Commercial service offering;
  • Customer-specific agreements;
  • or other provider-specific operational commitments.

Infrastructure Provider SLA commitments may include, by way of example:

  • 99.95%
  • 99.99%
  • 99.995%
  • or other provider-specific availability commitments.

NexNodo does not guarantee identical infrastructure availability commitments across all providers, deployment regions, or service offerings.

Customers are responsible for reviewing the applicable Infrastructure Provider availability commitment prior to provisioning infrastructure resources.

Where Infrastructure Provider SLA commitments exceed the NexNodo Platform SLA, such commitments apply solely to the applicable infrastructure services and shall not be interpreted as modifying the NexNodo Platform SLA.

7. MONTHLY MEASUREMENT PERIOD

Availability commitments under this SLA are measured using monthly measurement periods.

Monthly availability calculations may include commercially reasonable operational measurements obtained from:

  • platform monitoring systems;
  • infrastructure monitoring systems;
  • service telemetry;
  • observability platforms;
  • infrastructure provider reports;
  • monitoring agents;
  • incident management systems;
  • operational logs;
  • synthetic monitoring;
  • internal operational records;
  • or equivalent operational evidence reasonably selected by NexNodo.

Availability calculations shall exclude any events identified as excluded downtime under this SLA.

NexNodo reserves the right to use multiple monitoring sources when determining Monthly Service Availability.

8. PLANNED MAINTENANCE

Scheduled maintenance is necessary to ensure continued reliability, security, performance, and operational integrity of the NexNodo platform.

Accordingly, NexNodo may perform:

  • scheduled maintenance;
  • emergency maintenance;
  • security maintenance;
  • infrastructure upgrades;
  • software upgrades;
  • operating system updates;
  • Kubernetes upgrades;
  • database maintenance;
  • network maintenance;
  • storage maintenance;
  • hardware replacement;
  • security incident response;
  • vulnerability remediation;
  • platform optimization;
  • performance improvements;
  • or other operational maintenance activities.

Where commercially reasonable, NexNodo will provide advance notice prior to scheduled maintenance.

However, emergency maintenance, security response activities, critical infrastructure incidents, and urgent operational events may be performed without prior notice.

Maintenance windows shall not be considered downtime for purposes of calculating Service Availability under this SLA.

9. SLA EXCLUSIONS

The following events shall not be considered Service Availability failures under this SLA.

This SLA does not apply to service degradation, reduced performance, interruptions, failures, delays, or downtime resulting from:

  • scheduled maintenance;
  • emergency maintenance;
  • security response activities;
  • infrastructure upgrades;
  • operating system updates;
  • Kubernetes version upgrades;
  • customer software;
  • customer applications;
  • customer workloads;
  • customer containers;
  • customer deployments;
  • customer configuration errors;
  • customer scripts;
  • customer automation;
  • customer misuse;
  • unsupported software;
  • third-party software;
  • Marketplace applications;
  • open-source software;
  • Infrastructure Provider outages;
  • networking failures outside NexNodo control;
  • Internet outages;
  • DNS failures;
  • upstream provider failures;
  • cloud provider dependencies;
  • GPU hardware failures managed by Infrastructure Providers;
  • storage failures managed by Infrastructure Providers;
  • customer resource exhaustion;
  • quota exhaustion;
  • insufficient wallet balance;
  • expired billing grace periods;
  • failed Auto Top-Up transactions;
  • payment processor outages;
  • payment failures;
  • billing enforcement actions;
  • suspended resources resulting from non-payment;
  • terminated resources resulting from billing enforcement;
  • customer-initiated deletion;
  • customer-initiated shutdown;
  • force majeure;
  • war;
  • terrorism;
  • civil unrest;
  • governmental actions;
  • natural disasters;
  • pandemics;
  • cyberattacks of extraordinary scope;
  • Internet-wide routing failures;
  • or any circumstances beyond NexNodo's reasonable operational control.

10. SERVICE CREDITS

If Monthly Platform Availability or Managed Kubernetes Service Availability falls below the applicable SLA commitment, eligible Customers may request Service Credits.

Service Credits represent the Customer's exclusive financial remedy for SLA-related claims.

Unless otherwise agreed in writing, Service Credits shall be calculated as follows.

NexNodo Platform Services

Monthly AvailabilityService Credit
99.95% or higherNone
Below 99.95% but at or above 99.90%5%
Below 99.90% but at or above 99.50%10%
Below 99.50%25%

Managed Kubernetes Services

Monthly AvailabilityService Credit
99.95% or higherNone
Below 99.95% but at or above 99.90%5%
Below 99.90% but at or above 99.50%10%
Below 99.50%25%

Infrastructure resources supplied by independent Infrastructure Providers remain subject to the applicable Infrastructure Provider SLA and corresponding service credit policy.

Service Credits:

  • are issued solely as NexNodo Account Credits;
  • may be applied to future invoices;
  • are non-transferable;
  • are not redeemable for cash;
  • do not constitute damages;
  • do not create any entitlement to refunds unless expressly required by applicable law or a separate written agreement.

11. SERVICE CREDIT ELIGIBILITY

Customers seeking Service Credits under this SLA must submit a written request to NexNodo within thirty (30) calendar days following the end of the calendar month during which the applicable Service Availability event occurred.

Each request should include, where applicable:

  • Customer account information;
  • affected service(s);
  • deployment region;
  • incident date and time;
  • description of the observed impact;
  • relevant monitoring information;
  • supporting operational evidence reasonably available to the Customer; and
  • any additional information reasonably requested by NexNodo to investigate the claim.

NexNodo may investigate each request using commercially reasonable operational records, including:

  • platform monitoring;
  • infrastructure monitoring;
  • telemetry;
  • audit logs;
  • deployment records;
  • infrastructure provider reports;
  • observability systems;
  • internal operational systems;
  • incident reports;
  • and other commercially reasonable operational evidence.

Service Credits may be denied where NexNodo reasonably determines that the applicable event resulted from:

  • any SLA exclusion described in this Agreement;
  • Customer-controlled software or infrastructure;
  • Customer misconfiguration;
  • Customer misuse;
  • third-party software;
  • Marketplace applications;
  • Infrastructure Provider exclusions;
  • force majeure events;
  • payment non-compliance;
  • fraud;
  • abuse;
  • chargeback disputes;
  • or other circumstances not covered by this SLA.

12. INCIDENT COMMUNICATION

Where commercially reasonable and operationally appropriate, NexNodo may communicate information relating to significant operational incidents affecting covered Platform Services.

Incident communications may include:

  • operational incidents;
  • major service disruptions;
  • platform degradation;
  • planned maintenance;
  • emergency maintenance;
  • security incidents;
  • infrastructure provider incidents;
  • maintenance completion notifications;
  • service restoration updates;
  • or other material operational events.

Incident communications may be delivered through one or more of the following channels:

  • NexNodo Status Page;
  • Customer Dashboard;
  • email notifications;
  • platform notifications;
  • support communications;
  • documentation updates;
  • or other communication channels designated by NexNodo.

Communication timing, level of detail, investigation progress, recovery estimates, and operational transparency may vary depending upon:

  • incident severity;
  • security considerations;
  • legal obligations;
  • provider coordination;
  • ongoing investigations;
  • customer impact;
  • or other operational circumstances.

Nothing in this SLA shall require NexNodo to disclose confidential operational information, security-sensitive information, infrastructure architecture, or information protected by law.

13. CUSTOMER RESPONSIBILITIES

Customers are responsible for the proper configuration, operation, and management of all Customer-controlled resources deployed through the NexNodo platform.

Customer responsibilities include, without limitation:

  • maintaining secure account credentials;
  • enabling Multi-Factor Authentication where available;
  • maintaining secure application configurations;
  • implementing appropriate backup strategies;
  • monitoring Customer workloads;
  • maintaining sufficient Wallet balances;
  • configuring Auto Top-Up where desired;
  • applying software updates to Customer-managed software;
  • maintaining Kubernetes workloads;
  • securing customer applications;
  • monitoring resource utilization;
  • maintaining compliance with applicable laws;
  • and following NexNodo documentation and operational guidance.

Customers acknowledge that NexNodo is not responsible for:

  • application-level availability;
  • software bugs;
  • customer deployment failures;
  • customer data corruption;
  • customer security incidents;
  • application performance;
  • software compatibility;
  • or workload optimization.

Customers remain solely responsible for all software, data, workloads, and applications deployed within their infrastructure resources.

14. LIMITATION OF SERVICE LEVEL COMMITMENTS

Service Availability commitments described within this SLA apply exclusively to the specific services expressly identified herein.

No Service Availability commitment applicable to one category of services shall be interpreted as extending to any other category of services.

Accordingly:

  • Platform Availability commitments apply solely to NexNodo Platform Services;
  • Managed Kubernetes Service Availability commitments apply solely to the Managed Kubernetes Control Plane;
  • Infrastructure Provider Service Availability commitments apply solely to infrastructure services supplied by the applicable Infrastructure Provider.

The availability of Customer workloads depends upon numerous factors outside NexNodo's reasonable control, including application architecture, deployment configuration, software quality, infrastructure selection, workload design, and Customer operational practices.

Accordingly, NexNodo makes no representation or warranty regarding the availability of Customer applications or workloads except as expressly stated within this SLA.

15. EXCLUSIVE REMEDY

Except where prohibited by applicable law, the Service Credits described within this SLA constitute the Customer's sole and exclusive monetary remedy arising from claims relating to:

  • Service Availability;
  • service interruptions;
  • downtime;
  • reduced platform availability;
  • Managed Kubernetes availability;
  • or other covered SLA events.

Under no circumstances shall NexNodo be liable for:

  • indirect damages;
  • consequential damages;
  • incidental damages;
  • special damages;
  • punitive damages;
  • loss of profits;
  • loss of business;
  • loss of goodwill;
  • loss of anticipated revenue;
  • business interruption;
  • or data loss,

except to the extent such liability cannot be limited under applicable law or as otherwise expressly agreed in writing.

Nothing in this SLA expands NexNodo's liability beyond the limitations established under the applicable customer agreement.

16. SLA MODIFICATIONS

NexNodo reserves the right to modify this SLA from time to time.

Modifications may become effective upon:

  • publication on the NexNodo website;
  • publication within the Customer Portal;
  • email notification;
  • Customer account notification;
  • or any other commercially reasonable notification method.

Continued use of the NexNodo platform following the effective date of an updated SLA constitutes acceptance of the revised SLA to the extent permitted by applicable law and the governing customer agreement.

If applicable law requires additional notice or Customer consent before specific modifications become effective, NexNodo will comply with such requirements.

17. CONTACT

Questions regarding this SLA, Platform Availability, Managed Kubernetes Services, Infrastructure Provider Service Levels, Service Credits, or operational service levels may be directed to:

NexNodo Support

Email: support@nexnodo.com

Additional support channels, documentation, service status information, and operational resources may be made available through the NexNodo Customer Portal or the NexNodo website.

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