Our commitments to uptime, support response times, and service credits for Noah Wire customers.
This Service Level Agreement ("SLA") sets out the uptime commitments, support standards, and service credit entitlements that Noah Wire Services provides to paying customers under an active subscription or business agreement. This SLA forms part of, and is subject to, the Terms of Business.
Noah Wire targets 99.5% monthly uptime for the core platform (dashboard, API, and wire feed delivery). Uptime is calculated as:
Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Planned maintenance windows are excluded from downtime calculations. Noah Wire will provide at least 48 hours' notice of scheduled maintenance via email or in-dashboard notification. Maintenance is typically performed between 02:00–06:00 UTC on weekdays.
The uptime commitment does not apply to unavailability caused by:
Support is provided via email to [email protected]. Response time targets are measured during business hours (09:00–18:00 GMT, Monday–Friday, excluding UK public holidays).
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Platform completely unavailable; no workaround | 2 business hours | 8 business hours |
| P2 — High | Core feature impaired; significant workflow impact | 4 business hours | 2 business days |
| P3 — Medium | Non-critical issue; workaround available | 1 business day | 5 business days |
| P4 — Low | General enquiries, feature requests, questions | 2 business days | Best efforts |
Resolution targets are goals, not guarantees. Complex issues may require additional investigation time; Noah Wire will keep you informed of progress throughout.
If monthly uptime falls below the committed level, eligible customers may claim a service credit against their next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.5% | No credit |
| 99.0% – 99.49% | 5% of monthly fee |
| 98.0% – 98.99% | 10% of monthly fee |
| < 98.0% | 25% of monthly fee |
To claim a service credit, you must submit a written request to [email protected] within 14 days of the end of the affected calendar month. Requests must include the dates and times of the reported downtime.
In the event of a P1 or P2 incident, Noah Wire will:
Noah Wire takes reasonable and industry-standard measures to protect customer data, including encryption in transit (TLS 1.2+) and at rest, access controls, and regular security reviews. Our data handling practices are further described in our Privacy Policy.
Noah Wire may update this SLA from time to time. Material changes will be communicated by email or in-dashboard notice at least 30 days before taking effect. Continued use of the service after that date constitutes acceptance of the updated SLA.
For SLA queries, incident reports, or credit requests, please contact us: