Effective July 22, 2026.
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.
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 platform runs on managed cloud infrastructure with automated backups and a documented restore runbook.
We will publish formal recovery objectives (RPO/RTO) once our pre-launch 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.