Service Level
Agreement
Our commitment to reliability, performance,
and your success.
Last updated: January 14, 2026
Introduction
This Service Level Agreement (SLA) outlines Nextract' commitment to providing reliable and high-quality API services to our clients. It defines our service guarantees, support procedures, and compensation for any service disruptions.
Uptime Commitment
We are committed to providing high availability for our API services. We continuously monitor our infrastructure to ensure consistent performance and minimize service disruptions.
Service Interruptions
In the event of significant service disruptions, we will work closely with affected clients to resolve issues and may offer service adjustments as specified in individual service agreements.
Support
We provide email support to address any technical issues or inquiries related to our API services. Our standard support response time is 24 hours during business days (Monday-Friday, IST).
Maintenance
Scheduled maintenance will be performed during off-peak hours to minimize disruption to our clients. We will provide advance notice of any planned maintenance windows.
Exclusions
This SLA does not cover downtime or service disruptions caused by:
- → Factors beyond our reasonable control, such as internet service provider outages or force majeure events.
- → User errors or misuse of the API.
- → Scheduled maintenance windows.
- → Third-party service outages.
Monitoring
We continuously monitor our API services to ensure uptime and performance. We use various monitoring tools and techniques to detect and resolve any potential issues promptly.
Contact Information
If you have any questions or concerns regarding this SLA, please contact us via email at hello@nextract.dev