Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) applies to the cloud storage, file sharing, synchronization, collaboration, backup, and related services provided through NFC Vault at https://www.nfcvault.com/ (“NFC Vault,” “we,” “us,” or “our”).

This SLA explains our approach to service availability, scheduled maintenance, incident reporting, support response, service restoration, and any applicable service credits.

This SLA should be read together with our Terms and Conditions, Privacy Policy, Acceptable Use Policy, Refund and Cancellation Policy, and Data Processing Agreement, where applicable.

This SLA applies only to services and subscription plans expressly covered by the applicable service description, order, or written agreement.

2. Scope and Eligibility

This SLA applies to eligible NFC Vault customers with an active account or subscription, subject to the applicable plan and service terms.

Service commitments may differ depending on the subscription plan, service configuration, deployment, and any separate agreement entered into with the customer.

Free trials, evaluation accounts, promotional services, beta features, and services provided by third parties may be excluded from specific SLA commitments unless expressly stated otherwise.

Where a signed customer agreement establishes different service commitments, that agreement will govern to the extent specified in it.

3. Service Availability Commitment

NFC Vault aims to provide reliable access to its cloud storage and related services. The applicable monthly availability target must be confirmed in the relevant plan or customer agreement before it is treated as a binding guarantee.

Where a monthly uptime commitment of 99.99% applies, the service availability will be measured according to the methodology defined in this SLA and the applicable service documentation.

4. Service Monitoring and Measurement

NFC Vault may use service monitoring systems, technical logs, infrastructure telemetry, automated health checks, and incident records to assess the availability and performance of covered services.

When a service interruption is reported or detected, we may investigate the incident to determine its start time, end time, affected functionality, scope, and cause.

Customer reports and supporting evidence may assist our investigation. A reported incident does not automatically qualify as eligible downtime or establish entitlement to a service credit.

Availability calculations will follow the methodology applicable to the relevant service and will be subject to the exclusions and conditions stated in this SLA.

5. Planned Maintenance

NFC Vault may perform maintenance, software updates, infrastructure upgrades, security patches, configuration changes, and other operational work required to maintain or improve the Service.

Where reasonably practicable, we will provide advance notice of planned maintenance that is expected to materially affect service availability.

Emergency maintenance may be required to address security vulnerabilities, infrastructure failures, data integrity risks, or other urgent operational issues. Advance notice may not always be possible in such circumstances.

Maintenance periods will be excluded from eligible downtime only where the applicable SLA expressly permits the exclusion.

6. Exclusions from Eligible Downtime

To the extent permitted by the applicable SLA, the following circumstances may be excluded from eligible downtime:

• Problems with the customer's internet connection, local network, devices, or systems.
• Customer configuration errors, incorrect credentials, insufficient permissions, or unsupported usage.
• Suspension or restriction of access permitted under the applicable agreement because of a customer breach, security risk, unlawful use, or other valid reason.
• Failures of third-party services or infrastructure outside the covered service and outside our reasonable control.
• Planned or emergency maintenance, where expressly excluded by the applicable service terms.
• Events beyond reasonable control, including certain natural disasters, widespread infrastructure disruptions, or government actions, to the extent permitted by law.
• Malicious activity or denial-of-service attacks, to the extent the resulting impact falls outside the applicable service commitment.

Exclusions will be applied according to the actual circumstances of the incident and will not automatically exclude an entire incident where only part of the impact qualifies for an exclusion.

7. Support Channels and Incident Reporting

Customers experiencing a suspected outage, performance issue, access problem, or other service disruption should contact NFC Vault through the designated support channel.

To help us investigate an incident, customers should provide the following information where available:

• Customer or organisation name.
• Account or subscription identifier.
• Affected service, feature, or endpoint.
• Approximate incident start time and time zone.
• Error messages, request identifiers, or relevant diagnostic information.
• Description of the business impact and affected functionality.

Customers must not include passwords, secret access keys, authentication tokens, or unnecessary personal information in support requests.

We will review reported issues and communicate through the applicable support channel in accordance with the support coverage associated with the customer's plan.

8. Incident Resolution and Communication

NFC Vault will use reasonable efforts to investigate reported incidents, mitigate their effects, and restore affected functionality.

Resolution times may depend on the nature of the incident, technical complexity, affected infrastructure, third-party dependencies, and the availability of a safe corrective action.

Unless expressly guaranteed in a separate written agreement, response targets do not constitute guaranteed resolution times.

Where appropriate, we may provide incident updates, workarounds, restoration notices, or a summary of the incident after the service has recovered.

9. Service Credits and Remedies

Service credits may be available where expressly offered under the applicable subscription plan or written customer agreement.

Any service-credit entitlement will be subject to the applicable availability target, eligibility requirements, exclusions, claim process, and other contractual conditions.

Before service credits are offered, the applicable service terms should specify:

• The monthly availability threshold that triggers a credit.
• The credit percentage for each qualifying availability range.
• The billing amount used to calculate the credit.
• Any maximum credit applicable to a billing period.
• The deadline and process for submitting a claim.
• How an approved credit will be applied.

Unless expressly stated otherwise in the applicable agreement, service credits are not automatically available and should not be assumed to constitute a cash refund.

Nothing in this section limits rights or remedies that cannot lawfully be excluded under applicable law.

10. Service Credit Claim Process

Where service credits are available, customers must submit claims through the designated support or billing channel within the claim period specified in the applicable agreement.

A claim should include:

• Customer and account details.
• The affected covered service.
• The date and approximate duration of the incident.
• Relevant support ticket or incident references.
• A description of the service impact.
• Other reasonable information needed to verify the claim.

NFC Vault will review the claim against relevant service records and notify the customer of the outcome through the applicable contact channel.

Claim deadlines, review periods, and credit calculations will be governed by the applicable service terms.

11. Data Integrity, Backup, and Recovery

Service availability and data protection are separate matters. An uptime commitment does not, by itself, guarantee recovery of every file following accidental deletion, corruption, overwriting, or other data loss.

Backup frequency, retention periods, file versioning, recovery-point objectives, recovery-time objectives, and disaster recovery commitments apply only where expressly included in the applicable service description or written agreement.

Customers should review their data protection requirements and maintain independent backups where appropriate for their operational and compliance needs.

Where NFC Vault provides backup or recovery features, the applicable documentation should describe the covered data, retention arrangements, recovery process, and any expressly guaranteed recovery objectives.

12. Customer Responsibilities

Customers are responsible for:

• Maintaining suitable internet connectivity and compatible systems.
• Protecting account credentials, API keys, and access tokens.
• Configuring access permissions and integrations correctly.
• Using supported features and interfaces.
• Keeping account and contact details current.
• Reporting suspected service incidents promptly.
• Maintaining additional copies of important data where appropriate.
• Complying with the Terms and Conditions, Privacy Policy, and Acceptable Use Policy.

Customer-side issues may affect service availability or performance and will be assessed according to the applicable service terms.

13. Service Changes and Discontinuation

NFC Vault may modify or update its services to maintain security, reliability, compatibility, and operational effectiveness, subject to applicable contractual commitments and law.

Where a change materially affects an existing service commitment, we will follow the notice and change-management requirements specified in the applicable agreement.

Service discontinuation, migration, or material changes to an existing customer commitment will be handled in accordance with the relevant contract and applicable legal obligations.

14. Relationship with Other Policies

This SLA should be read together with the following policies and agreements, where applicable:

• Terms and Conditions: General account, subscription, and service terms.
• Privacy Policy: How personal information is collected and processed.
• Acceptable Use Policy: Permitted and prohibited uses of NFC Vault.
• Data Processing Agreement: Data-processing obligations where applicable.
• Refund and Cancellation Policy: Applicable subscription cancellation and refund rules.

If a separately signed agreement contains specific service commitments that conflict with this SLA, the priority rules in that agreement will apply to the extent permitted by law.

15. Limitation of This SLA

This SLA applies only to services, plans, and commitments expressly covered by it.

Unless a specific written agreement provides otherwise, this SLA does not guarantee uninterrupted service, a particular resolution time, or recovery of every item of Customer Content.

Any service credits, remedies, or limitations under this SLA are subject to the applicable customer agreement and mandatory legal requirements.

Nothing in this SLA excludes or restricts liability, statutory rights, or remedies that cannot lawfully be excluded or restricted.

16. Changes to This SLA

NFC Vault may update this SLA to reflect changes in its services, operational processes, support arrangements, or legal requirements.

The latest version will be published on this page with an updated “Last Updated” date.

Changes affecting existing contractual commitments will be handled in accordance with the applicable agreement and law.

17. Contact Information

For questions about service availability, incident reporting, support coverage, or SLA claims, please contact NFC Vault using the verified contact details below.

Please include your account details and relevant incident information when contacting support. Do not send passwords, secret access keys, or authentication tokens.