Version 2026-09 · applies to paid plans of the NovuHub service operated by [Your company legal name]. Trial and free workspaces receive the same service but no credits.
We commit to a monthly availability of 99.5 % for the Service, measured per calendar month.
Availability = (minutes in the month − minutes of Downtime) ÷ minutes in the month. Downtime is any period in which the Service does not answer `GET /readyz` with status 200 for two consecutive checks of our external monitor, and is measured by that monitor, not by the Service itself. The monitor's public status page is linked from the application's help centre.
Excluded from Downtime: scheduled maintenance announced at least 48 hours ahead on the status page and held inside the window below; failures of the customer's own network, browser or identity provider; force majeure; and suspension for non-payment or a breach of the Terms.
Sundays 02:00–04:00 Europe/Berlin. Emergency security maintenance may happen outside the window; it counts as Downtime unless announced.
Support is provided by e-mail to [privacy contact email] during Monday to Friday, 09:00–17:00 Europe/Berlin, except German public holidays. Target first-response times:
| Severity | Definition | First response |
|---|---|---|
| Critical | the Service is unavailable for all users of a workspace, or data is at risk | 4 hours |
| High | a core function (tasks, documents, finance, HR) fails for several users with no workaround | 1 business day |
| Normal | any other defect or question | 3 business days |
If monthly availability falls below the commitment, the customer may claim a credit on the next invoice, by e-mail within 30 days after the month ends:
| Monthly availability | Credit (of that month's fee for the affected workspace) |
|---|---|
| below 99.5 % but at least 99.0 % | 10 % |
| below 99.0 % | 25 % |
Credits are the sole remedy for missed availability, never exceed one month's fee, and are not paid in cash.
The database is backed up daily and each backup is kept for the period stated in the Privacy Policy's retention table; a restore is rehearsed monthly. Recovery point objective (maximum data loss): 24 hours. Recovery time objective (time to restore service after a total loss of the server): 8 hours.
We may improve this SLA at any time; a reduction of any commitment takes effect only for the next contract term and after 30 days' notice by e-mail to the workspace owner.