Enterprise agreements
Frozen archiveService Level and Support Schedule
No public SLA is activated by publication; any commitment must be specified and incorporated in an approved Order.
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1. Not incorporated by publication
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2. Activation requirements
An approved Order must expressly identify:
- this Schedule’s document ID, version, and effective date;
- the defined Core Service and applicable measurement rules;
- the activated availability target and exclusions;
- any service-credit tiers, caps, claim procedure, and relationship to other remedies;
- the support window, severity definitions, response targets, and request route; and
- any activated recovery, backup, restoration, or continuity commitment.
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3. Operational readiness
No one-hour, 24x7, or similar support target may be activated unless Nightvault has implemented and tested genuine on-call coverage, paging, incident command, escalation backup, and coverage reporting. Any activated availability or recovery commitment must be supported by corresponding production measurement and operational evidence.