Mood nook sp. z o.o. · effective 2026-08-11
Service Level Agreement
Availability targets, support response times, maintenance windows and service credits for paid plans.
1. Availability target
For paid plans we target 99.9% monthly availability of the delivery API and the administration workspace, measured as successful responses to valid requests over a calendar month, excluding the exclusions below.
2. Exclusions
- Announced maintenance windows, capped at 4 hours per month and normally scheduled between 22:00 and 04:00 CET.
- Emergency maintenance required to address a security risk.
- Failures caused by Customer Content, customer configuration, customer code, or exceeding plan limits.
- Failures of third-party networks or of integrations the customer connects.
- Force majeure, and trial, demo, beta or preview features.
3. Support response targets
| Severity | Definition | First response |
|---|---|---|
| S1 critical | Production delivery API unavailable, no workaround | 2 business hours |
| S2 high | Major function degraded, workaround exists | 1 business day |
| S3 normal | Non-blocking defect or question | 3 business days |
| S4 low | Feature request or documentation feedback | Best effort |
Support is provided in English and Polish, on business days, via support@xeper.io.
4. Service credits
| Monthly availability | Credit of monthly fee |
|---|---|
| Below 99.9% and at or above 99.0% | 10% |
| Below 99.0% and at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the end of the affected month, are applied against future invoices, and are the sole remedy for failure to meet the availability target.