This Service Level Agreement (“SLA”) applies to all paid use of Nordic Stars and forms part of the Terms of Service. Nordic Stars is a self-serve service with a single service level — there are no support tiers.
1. Availability objective
We target 99.5% monthly availability for the Nordic Stars application and API, measured server-side per calendar month. “Downtime” is a period in which the Service is materially unavailable to signed-in users, measured from when we detect or are notified of it.
2. Exclusions
The following do not count as Downtime:
- Scheduled maintenance — announced at least 48 hours in advance and at most 8 hours per calendar month, placed outside European daytime where practical.
- Emergency security patches.
- Failures of third-party services outside our control — race tracking provider feeds and APIs, Stripe checkout, identity-provider sign-in — or of the Customer’s own network or equipment.
- Suspensions under the Acceptable Use Policy or for non-payment.
- Force majeure.
- Beta or preview features marked as such.
3. Service credits
If monthly availability falls below the objective, you can claim a credit on the affected boat’s subscription fee for that month:
| Monthly availability | Credit (of that month’s fee) |
|---|---|
| 99.0% – 99.5% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
- Day passes: if Downtime of 4 consecutive hours or more overlaps an active day pass, we replace the day pass instead of crediting a percentage.
- Yearly subscriptions are treated as twelve monthly fees for credit purposes.
4. Claiming a credit
Email support@nordicstars.ai within 30 days of the end of the affected month, with the dates and times of the claimed Downtime and the boat concerned. We verify claims against our monitoring within 10 business days. Credits apply to future invoices (or extend the pass), are the exclusive remedy for missed availability, and never exceed 50% of the affected month’s fee — except the day-pass replacement above.
5. Support
- Support is by email: support@nordicstars.ai.
- First-response target: 1 business day (Swedish business days, CET/CEST). Service-affecting problems are prioritised ahead of questions.
- Operational incidents are communicated by email or in-Service notice.
6. Changes
We may update this SLA with 30 days’ notice for material changes; changes never reduce credits already accrued.