Last updated: 27 April 2026 · Version 1.0
1. Availability commitment
Navis Arca targets 99.9% Monthly Uptime for the cloud control plane and operator console. "Monthly Uptime Percentage" is calculated as: (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the month × 100. "Downtime" means sustained unavailability of the control plane to authenticated operators, as measured by our monitoring, excluding the items in §4.
2. Service credits
If we do not meet the commitment in a calendar month, eligible customers may request a service credit, applied against a future invoice:
| Monthly Uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits are the Customer's sole and exclusive remedy for any failure to meet the availability commitment. Total credits in any month will not exceed 50% of that month's fee.
3. Support response targets
Target times to first response after a ticket is raised through a supported channel. 24×7 applies to Critical (P1) issues on paid plans; other severities are handled during business hours (IST, UTC+5:30), follow-the-sun where contracted.
| Severity | Definition | Target first response |
|---|---|---|
| P1 — Critical | Control plane unavailable fleet-wide; no console access; security incident | 1 hour (24×7) |
| P2 — High | Major function impaired; no reasonable workaround | 4 business hours |
| P3 — Normal | Minor function issue; workaround available | 1 business day |
| P4 — Low | Question, documentation, or feature request | 2 business days |
4. Maintenance & exclusions
The following are excluded from Downtime calculations:
- Scheduled maintenance, announced at least 48 hours in advance, performed within published low-traffic windows.
- Emergency maintenance required to protect the security or integrity of the Service.
- Factors outside our reasonable control, including force majeure and failures of public networks or upstream providers.
- Vessel-side connectivity (VSAT, LEO, or other satellite/shore links). The agent is offline-tolerant and resynchronises when connectivity returns; intermittent vessel links are not Downtime of the control plane.
- Customer-caused issues, misconfiguration, or use outside the documentation; and beta or preview features.
5. Claiming a credit
To claim, email support@navisarca.com within 30 days of the end of the affected month, with the dates, times and a description of the impact. Verified credits are applied to a future invoice. Credits have no cash value and are void if the account has overdue amounts.
6. Changes
Enterprise agreements may specify different or additional commitments, which prevail over this page. We may update this SLA from time to time; the version in effect is the one published when the relevant month begins. Questions: sales@navisarca.com.