Service Level Agreement

Neivan is in private preview. During this period we do not offer a contractual uptime guarantee or service credits — we would rather tell you that plainly than publish numbers we have not yet earned.

Contractual SLAs with uptime commitments and service credits will be introduced with general availability, and Enterprise customers will be able to negotiate stricter targets in their agreements.

Until then, this page describes goals, not commitments. Our obligations are in the Terms of Service.

We target high availability for the API and customer dashboard, measured at the application gateway and excluding scheduled maintenance announced at least 48 hours in advance.

We publish incident notifications directly to affected customers. A public status page will launch alongside general availability.

Sev-1 (customer-facing outage): we prioritize acknowledgement and mitigation above all other work, and keep affected customers updated until resolved.

Sev-2 (degradation): acknowledged the same business day with regular updates.

Sev-3 (minor): acknowledged within 2 business days.

During private preview, support is founder-led: incident reports go directly to the people who built the system.

The database is backed up automatically once a day, and the last 7 days of backups are kept. Point-in-time recovery is not enabled, and files in file storage (such as uploads and recordings) are not included in the backups. The Security Overview has the details.

Neivan is not a backup service for your data: keep your own copies of anything you need, as the Terms of Service explain.

We will publish formal recovery objectives (RPO/RTO) once our recovery drills are complete.

Downtime caused by customer error, third-party integrations the customer chose to enable, or force majeure events is outside the scope of our availability goals.

Beta features and explicitly-labeled previews are excluded.

Email [email protected] with any availability or incident question and it will reach the founding team directly.