Standard Service Level Agreement
Nexwift
Standard Service Level Agreement
| Field | Value |
|---|---|
| Document ID | NXW-PUB-SERVICE-LEVEL-AGREEMENT |
| Version | 1.0 |
| Issue Date | 2026-01-01 |
| Next Review | 2027-01-01 |
| Owner | Chief Information Security Officer (CISO) |
| Classification | Public |
| Applies To | Standard customers of the Aram platform (text, voice, video) |
1. Purpose and Scope
This Standard Service Level Agreement ("SLA") describes the target service levels that Nexwift makes commercially reasonable efforts to meet for the Aram platform when delivered under its standard commercial terms. It covers the three service surfaces that Aram exposes to customers and their end users ("beneficiaries"):
- Text channels — automated and supervised conversational messaging across the messaging channel platform(s) a customer has connected to Aram.
- Voice channels — automated telephony conversations delivered through third-party telephony provider(s).
- Video channels — automated real-time audio/video sessions delivered through third-party WebRTC/media infrastructure provider(s).
This SLA is a supplement to, and is governed by, the Master Services Agreement (or, where no signed Master Services Agreement is in place, the Terms of Service published on the Nexwift Trust Center), the Data Processing Agreement, and the Acceptable Use Policy in force between Nexwift and the customer (together, the "Master Agreement"). Where any conflict arises, the Master Agreement prevails. Custom SLAs negotiated for specific engagements supersede this Standard SLA to the extent of any inconsistency.
2. Definitions
| Term | Meaning |
|---|---|
| Service | The Aram platform, comprising the customer dashboard, the text/voice/video conversational agents, and the supporting APIs, in the versions made generally available. |
| Beneficiary | An end user with whom the customer's Aram deployment communicates through a text, voice, or video channel. |
| Availability | The percentage of time in a calendar month during which the Service is materially available for use, calculated per the formula in Section 3.2. |
| Downtime | Any period during which the Service, or a component of it in scope for this SLA, is materially unavailable to the customer, excluding the events listed in Section 3.4. |
| Incident | An unplanned interruption or material degradation of the Service. |
| Scheduled Maintenance | Planned maintenance windows announced to customers in advance in accordance with Section 6. |
| KSA Business Hours | Sunday to Thursday, 09:00 – 17:00 (Arabia Standard Time, UTC+3), excluding Saudi public holidays. |
3. Availability Commitment
3.1 Target
Nexwift targets a monthly Availability of 99.5% for the Service, measured per calendar month.
3.2 Formula
Availability is calculated as:
Availability (%) = ( ( Total Minutes in Month − Downtime Minutes ) / Total Minutes in Month ) × 100
Downtime is measured from the moment Nexwift confirms an Incident that renders the Service materially unavailable to the moment the Service is restored to normal operation, excluding the events listed in Section 3.4.
3.3 Surface-Specific Notes
| Surface | Notes |
|---|---|
| Text channels | Availability applies to the Nexwift-operated components (dashboard, orchestration, agent runtime, storage). Availability is dependent on the reachability and normal operation of the messaging channel platform(s) each customer has connected. |
| Voice channels | Availability applies to the Nexwift-operated voice agent runtime and control plane. Voice service is dependent on third-party telephony provider(s) for call transport, signalling, and public switched telephone network access; interruptions attributable to the telephony provider are excluded from Downtime. |
| Video channels | Availability applies to the Nexwift-operated video agent runtime and control plane. Video service is dependent on third-party WebRTC/media infrastructure provider(s) for real-time audio/video transport; interruptions attributable to that infrastructure are excluded from Downtime. |
3.4 Exclusions
The following do not count as Downtime:
- Scheduled Maintenance announced at least 48 hours in advance;
- Emergency security or continuity maintenance where a delay would create an unacceptable risk to the Service or to beneficiary data;
- Issues caused by the customer, its beneficiaries, or by systems, configurations, credentials, or content under the customer's control;
- Outages or degradations of third-party platforms outside Nexwift's control, including messaging channel platform(s), telephony provider(s), WebRTC/media infrastructure provider(s), AI inference provider(s), and public networks;
- Force majeure events (including but not limited to natural disasters, war, civil unrest, cyber-attacks not preventable through commercially reasonable measures, regulatory action, and interruptions to essential utilities);
- Suspension of the Service under the Master Agreement, the Acceptable Use Policy, or for non-payment or security risk;
- Beta, trial, preview, or otherwise non-generally-available features.
4. Support and Incident Response
4.1 Support Hours
Human support is provided during KSA Business Hours through the channels named in Section 8. Nexwift typically responds outside these hours on a best-effort basis but does not commit to do so under this SLA.
4.2 Severity Levels
| Severity | Definition | Target First Response | Target Restoration |
|---|---|---|---|
| SEV-1 | Critical: the Service is unavailable for all or a substantial subset of the customer's users, or a confirmed security incident materially affects the customer. | Within 1 hour of confirmation, during and outside KSA Business Hours on a commercially reasonable basis. | Commercially reasonable efforts to restore or provide a workaround as soon as practicable. |
| SEV-2 | High: a major feature is unavailable or materially degraded, with no acceptable workaround. | Within 4 KSA Business Hours of confirmation. | Commercially reasonable efforts to restore within the next business day where practicable. |
| SEV-3 | Medium: a non-critical feature is impaired or a workaround is available. | Within 1 KSA Business Day of confirmation. | Addressed in the ordinary release cycle. |
| SEV-4 | Low: cosmetic issue, documentation query, or feature request. | Within 3 KSA Business Days of confirmation. | Addressed in the ordinary release cycle at Nexwift's discretion. |
"Confirmation" means the point at which Nexwift has received sufficient information to reproduce or verify the reported issue.
4.3 Communication During Incidents
For SEV-1 and SEV-2 Incidents, Nexwift will communicate materially relevant status updates to the customer's designated liaison without undue delay as information becomes reasonably known. Notifications are not an acknowledgement of fault, and may be provided in phases where complete information is not yet available.
5. Data Ownership (Applicable to All Surfaces)
The customer owns its customer data, its configurations, its knowledge-base content, and the conversation transcripts, call recordings, video recordings, and generated summaries produced through its use of the Service. Nexwift owns the platform, the underlying models and software, and aggregated telemetry (which contains no personal data or customer-identifiable content) used to operate, secure, and improve the Service.
Call and video recording features are optional and customer-configurable. Where a customer enables recording, transcript, or summary generation, the customer is responsible for obtaining and evidencing all consents required from beneficiaries under applicable law.
6. Scheduled Maintenance
Nexwift schedules routine maintenance in windows chosen to minimise impact on customer operations, and announces such windows through the channels named in Section 8 at least 48 hours in advance. Emergency maintenance may be performed with shorter notice where a delay would create an unacceptable risk to the Service or to beneficiary data; in such cases Nexwift notifies affected customers as soon as practicable.
7. Service Credits
Where confirmed monthly Availability, calculated as above, falls below the target, the customer may claim service credits calculated as a percentage of the monthly recurring fee for the affected Service surface in the affected month, as follows:
| Monthly Availability | Service Credit |
|---|---|
| ≥ 99.0% and < 99.5% | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| < 95.0% | 25% |
Service credits are calculated per Service surface (text, voice, video) and applied against the next invoice for the same surface. To claim a credit, the customer must submit a written request through the contact channel in Section 8 within 30 days of the end of the affected month, including sufficient detail to identify the Downtime and the affected surface. Nexwift reviews such requests in good faith and confirms or amends the calculation based on its own monitoring records, which are authoritative in the absence of manifest error.
Service credits are the customer's sole and exclusive financial remedy for availability shortfalls under this SLA, without prejudice to the customer's termination rights under the Master Agreement for sustained material breach. Nexwift's aggregate liability remains subject to the cap set out in the Master Agreement.
8. Reporting, Contact, and Communications
Nexwift maintains internal monitoring of the Service and provides Availability reporting on customer request, no more than once per calendar quarter under this Standard SLA. Requests, notifications, and support communications are exchanged via:
- Email:
info@nexwift.com - Designated liaison: each customer nominates a primary liaison for operational and security communications; Nexwift maintains a corresponding named liaison on its side.
Notifications from Nexwift to the customer are addressed to the customer's designated liaison. It is the customer's responsibility to keep the liaison contact current.
9. Voice and Video: Specific Notes
- Not an emergency service. The Aram voice service is not designed to and does not carry emergency communications. It must not be presented to beneficiaries as an emergency-services line and must not be used as a substitute for public emergency numbers.
- AI outputs are advisory. Automated replies and summaries generated through the Service are informational and transactional in nature. They do not constitute, and must not be presented as, medical, legal, or financial advice.
- Recording and transcripts. Where enabled by the customer, recordings, transcripts, and summaries are the customer's data. The customer is responsible for lawful notice to and consent from beneficiaries in the applicable jurisdictions.
10. Suspension and Termination
Nexwift may suspend all or part of the Service, without triggering Downtime for the purposes of this SLA, where suspension is exercised in accordance with the Master Agreement or the Acceptable Use Policy, including for non-payment, security risk, or breach of the Acceptable Use Policy. Termination of the underlying subscription is governed by the Master Agreement.
11. Continuous Improvement
Nexwift operates a continuous improvement programme covering reliability, security, and operational excellence for the Service. This programme is directional and is not part of the contractual commitments in this SLA; Nexwift may adjust priorities and roadmap items in its reasonable discretion.
12. Changes to This SLA
Nexwift may update these terms from time to time. The current version is always available at this URL. Continued use of the platform after publication constitutes acceptance of the updated terms. The version in force on the first day of a calendar month applies to that month.
13. Governing Law
This SLA is governed by, and construed in accordance with, the laws of the Kingdom of Saudi Arabia. Any dispute arising out of or in connection with this SLA is subject to the exclusive jurisdiction of the competent Saudi courts and authorities.
14. Contact
- General and support:
info@nexwift.com - Data protection (attn: Data Protection Officer):
info@nexwift.com - Postal: as recorded in the Master Agreement.
Version 1.0 — Issued 2026-01-01 — Next Review 2027-01-01.