Service Policy (SLA)

Effective Date: May 7, 2026

This Service Policy outlines the standards, commitments, and operational framework under which NOBNOX provides IT services, including SaaS, web development, AI automation, and technical maintenance. Our goal is to ensure transparency and reliability for every client engagement.

1. Scope of Services

NOBNOX provides a comprehensive IT ecosystem. Each service engagement is governed by this policy and any specific Statement of Work (SOW) or project agreement. Services include:

  • SaaS & Software: Deployment, hosting, and licensing of proprietary and custom software.
  • Managed Infrastructure: Web hosting, security monitoring, and server maintenance.
  • Project-Based Work: Web development, AI integration, and 2D/3D modeling.

2. Support & Maintenance

We provide round-the-clock technical and operational support to ensure business continuity for our clients.

  • 24/7 Support: Critical system failures or security breaches are addressed with immediate priority.
  • Response Times: For non-critical support tickets, our team typically responds within 12–24 business hours.
  • Scheduled Maintenance: We perform regular system updates to ensure security and performance. Clients will be notified at least 24 hours in advance of any planned downtime that may affect service availability.

3. Uptime Commitment

For our SaaS and hosting services, we strive for a 99.9% uptime. While we implement robust cybersecurity solutions and redundant systems, NOBNOX is not liable for interruptions caused by third-party infrastructure providers or global internet outages.

4. Client Responsibilities

To provide effective service, we require clients to:

  • Provide timely feedback and necessary approvals during development phases.
  • Supply accurate data and assets required for project completion.
  • Maintain the security of their own account credentials and internal systems.

5. Service Delivery & Acceptance

Projects are delivered in stages or as a final deployment. Upon delivery, the client has a 7-day review period to ensure the service meets the agreed-upon technical requirements. If no issues are reported within this timeframe, the service is considered accepted.

6. Security & Data Integrity

We employ industry-standard cybersecurity protocols to protect your data. While we provide robust protection, clients are encouraged to maintain their own independent backups of critical business data unless a managed backup service is explicitly included in their contract.

7. Policy Modifications

NOBNOX reserves the right to modify this Service Policy to reflect changes in our technical capabilities or market conditions. Continued use of our services after such changes constitutes acceptance of the new policy.

8. Contact Support

For technical assistance or service inquiries, please contact our support team through the official portal at https://nobnox.com or email us at support@nobnox.com.