Service Level Agreement
Draft — pending legal review. Not yet in force.
This text is a draft for review by our lawyers. Every number on this page is proposed and not yet a commitment. When in force, the English version governs; the Chinese version is a translation.
Version: draft of 29 September 2026 · Effective date: [to be set]
This SLA forms part of the Terms of Service for customers on the Team and Enterprise plans. It does not apply to the Free plan.
1. What is covered
The Service for this SLA is the Preworld Review web app and API: signing in, managing projects and tests, starting runs and reading reports. Cloud sandboxes, the platform executor and test runners are covered only in that you can start runs and receive their results through the web app and API.
2. Availability target
| Proposed | |
|---|---|
| Monthly uptime target for the web app and API | 99.5% |
How it is measured. An external uptime check calls the Service's health endpoint over HTTPS every 60 seconds from several locations. A minute counts as downtime when the check fails for that minute, subject to the exclusions below.
Monthly uptime = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100.
3. Exclusions
These do not count as downtime:
- scheduled maintenance announced on the status page at least [48 hours — proposed] ahead, up to [4 hours — proposed] a month;
- urgent maintenance to fix a security vulnerability;
- problems caused by you or your systems: your AI under test, your test backends, your code or configuration, your network, or test runners on your machines;
- services outside our control: GitHub, the model providers your AI under test calls, container registries, and the public internet;
- time for a sandbox to start or finish, and capacity shortages at our cloud provider that delay sandboxes (runs then wait in the queue or start in another zone);
- features marked as coming soon, preview or beta;
- suspension under the Terms of Service or the Acceptable Use Policy;
- events beyond our reasonable control.
4. Service credits
If monthly uptime falls below the target, you can claim a credit against the fees for the Service in the affected month:
| Monthly uptime | Credit (proposed) |
|---|---|
| Below 99.5% and at least 99.0% | 10% |
| Below 99.0% and at least 95.0% | 25% |
| Below 95.0% | 50% |
Claim within 30 days of the end of the month by writing to admin@nice2.io. Credits are applied to a future invoice, are capped at 50% of that month's fees for the Service, and are your sole remedy for missing the target.
5. Support
Contact: admin@nice2.io. Report security issues to huanting.w@nice2.io.
Working hours: [09:00–17:30 UK time, Monday to Friday, except bank holidays in England and Wales — proposed].
| When you contact us | First response (proposed) |
|---|---|
| During working hours | Within 1 business hour |
| Outside working hours | Next business day |
One engineer is on call with a backup. A first response acknowledges your request, says what we know and what happens next; it is not a promise of a fix within that time.
6. Incidents
We post incidents and their progress on the status page. After a major incident we write a post-incident review, which affected customers can ask for.