Legal
Service Level Agreement
Applies to paid NestMax subscriptions operated by Khwaja Muhammad Khasail Mohtaram.
1. Availability target
We target 99.5% monthly availability for the NestMax web application and nesting workspace on Starter and Pro plans. Custom/Enterprise agreements may specify a higher target in writing.
Availability is measured per calendar month, excluding scheduled maintenance and factors outside our reasonable control (upstream provider outages, network failures between you and our hosting provider, or force majeure).
2. Scheduled maintenance
Planned maintenance is performed during low-usage windows and announced at least 48 hours in advance where practical. Routine deployments are rolling and normally cause no interruption.
3. Support response times
| Plan | First response | Channel |
|---|---|---|
| Free | Best effort | |
| Starter | 2 business days | |
| Pro | 1 business day | Priority email |
| Custom | Agreed in contract | Direct engineering contact |
4. Service credits
If monthly availability falls below the target on a paid plan, you may request a service credit within 30 days of the affected month: 10% of that month's fee for availability between 99.0% and 99.5%, and 25% below 99.0%. Credits are applied to future invoices and are the sole remedy for missed availability targets.
5. Job processing
Nesting runs execute in your browser. Complex jobs may take longer depending on part count, rotation step and your hardware. Processing duration is not covered by the availability target. Daily job quotas and complexity limits are described on the pricing page and in the fair usage policy.
6. Contact
Service credit requests and SLA questions: hello@nestmax.humhain.digital.