Service Level Agreement

Document ID: NSS-LEGAL-SLA-001 · Version: 1.0 — May 2026 · Classification: Confidential · Contact: legal@northstarshowsystems.com

1. SCOPE
2. PORTAL UPTIME
3. SUPPORT RESPONSE TIMES
4. RESOLUTION TARGETS
5. SCHEDULED MAINTENANCE
6. REQUESTING CREDITS
7. EXCLUSIONS

1. SCOPE

This Service Level Agreement (“SLA”) defines the uptime commitments, response time targets, and credit procedures for the Northstar Customer Portal (portal.northstarshowsystems.com) and Northstar support services. This SLA supplements the Support Policy (NSS-LEGAL-SUP-001) and is incorporated into the Terms of Service (NSS-LEGAL-TOS-001).

2. PORTAL UPTIME

2.1 Uptime Commitment

Metric	Target
Monthly Uptime	99.9% (approximately 43 minutes allowed downtime per month)
Measurement	HTTP 200 response from portal health endpoint, measured every 60 seconds from 5 global regions
Exclusions	Scheduled maintenance (72-hour advance notice), force majeure, Customer-caused issues

2.2 Uptime Credits

Monthly Uptime	Credit (% of Monthly Subscription)
99.0% – 99.9%	10%
95.0% – 99.0%	25%
Below 95.0%	50%

Uptime credits apply only to Enterprise and Mission Critical support tier customers. Credits must be requested within 30 days. Maximum aggregate credits per month: 50% of monthly subscription fee.

3. SUPPORT RESPONSE TIMES

Severity	Standard	Professional	Enterprise	Mission Critical
S1 — Critical (system down)	24 hours	4 hours	1 hour	15 minutes
S2 — High (major degradation)	48 hours	8 hours	4 hours	1 hour
S3 — Medium (minor issue)	5 business days	24 hours	8 hours	4 hours
S4 — Low (enhancement/cosmetic)	10 business days	5 business days	2 business days	1 business day

Response time is measured from ticket creation (or receipt of email/phone contact) to the first substantive response from a Northstar support agent. Automated acknowledgments do not count as a substantive response.

3.1 Response Time Credits

Response Time Exceeded By	Credit (% of Monthly Support Fee)
Up to 2x target	5%
2x to 4x target	10%
Over 4x target	20%

Response time credits are available to Enterprise and Mission Critical tier customers. Maximum aggregate credits per month: 30% of monthly support fee. Credits are applied to the next invoice.

4. RESOLUTION TARGETS

Resolution targets are goals, not commitments, and are not subject to SLA credits. Complex issues may require longer resolution times.

Severity	Resolution Target
S1 — Critical	4 hours (workaround), 24 hours (permanent fix)
S2 — High	8 hours (workaround), 5 business days (permanent fix)
S3 — Medium	5 business days
S4 — Low	Next scheduled release or 30 business days

5. SCHEDULED MAINTENANCE

Northstar may perform scheduled maintenance on the Customer Portal and related infrastructure. Maintenance windows:

Standard maintenance: Tuesday and Thursday, 2:00–4:00 AM Eastern Time.
Emergency maintenance: As needed for critical security patches. Best-effort advance notice.
Major maintenance: 72-hour advance notice via Portal announcement and email.

Scheduled maintenance is excluded from uptime calculations.

6. REQUESTING CREDITS

Submit a credit request via the Customer Portal (Support → SLA Credit Request) or email support@northstarshowsystems.com.
Include the ticket number(s) or downtime period, the SLA metric that was missed, and the credit amount requested.
Requests must be submitted within 30 days of the SLA breach.
Northstar will review and respond within 10 business days.
Approved credits are applied to the next invoice. Credits are not refundable as cash.

7. EXCLUSIONS

This SLA does not apply to:

Downtime caused by factors outside Northstar’s reasonable control (force majeure, internet outages, DNS propagation).
Issues caused by Customer’s equipment, software, network, or actions.
Degradation during scheduled maintenance windows.
Beta, preview, or pre-release features.
Free-tier (Standard) support — SLA credits are only available to paid support tiers.

DOCUMENT CROSS-REFERENCES:

Support Policy (NSS-LEGAL-SUP-001)
Terms of Service (NSS-LEGAL-TOS-001)

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