Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the support and service expectations for Norifly. This SLA is provided for informational purposes only and does not constitute a legally binding guarantee unless otherwise agreed in writing.

1. Service Availability

Norifly is designed to be highly available; however, availability is not guaranteed.

We strive to maintain reliable service but do not commit to specific uptime percentages.

Service interruptions may occur due to:

• Scheduled maintenance

• Infrastructure issues

• Third-party service failures

• Force majeure events

Norifly shall not be liable for any service interruptions or downtime.

2. Support Scope

Support is provided via email or designated support channels.

Support includes:

• Assistance with platform usage

• Technical issue reporting

• General inquiries

Support does not include:

• Custom development

• Data analysis or consulting

• Third-party integrations not controlled by Norifly

3. Support Response Times

Support response times depend on the subscribed plan.

• Priority support: 24–48 hours

• Standard support: 24–72 hours

Priority levels are determined solely by Norifly based on the severity and impact of the issue.

Response times refer to initial response only and do not guarantee resolution times.

Support is provided during business days and hours, excluding weekends and public holidays unless otherwise specified.

4. Issue Classification

Issues may be classified internally as:

• Critical: Complete service outage or major functionality unavailable

• High: Significant feature degradation

• Medium: Partial impact or non-critical issue

• Low: Minor issue or general inquiry

Norifly reserves the sole right to determine issue classification.

5. Maintenance

Scheduled maintenance may be performed periodically.

Where possible, advance notice will be provided, but it is not guaranteed.

Emergency maintenance may be performed at any time without prior notice.

6. Customer Responsibilities

Customers are responsible for:

• Proper use of the platform

• Maintaining secure access credentials

• Providing accurate information when reporting issues

Norifly is not responsible for issues caused by:

• Misuse of the service

• Incorrect configurations

• External systems or integrations

7. Limitations

This SLA does not apply to:

• Issues caused by third-party services

• Internet connectivity problems

• Force majeure events

• Customer-side errors or misuse

Support response times are targets only and do not constitute guaranteed service levels.

8. Exclusion of Service Credits

Norifly does not provide service credits or financial compensation for service interruptions, delays, or unmet response times, unless otherwise expressly agreed in writing.

9. Modifications

Norifly may update this SLA at any time.

If changes materially affect the service, reasonable notice will be provided.

Continued use of the service after the effective date constitutes acceptance of the updated SLA.

10. Governing Law

This SLA is governed by the laws of the Republic of Chile.

Any disputes shall be subject to the jurisdiction of the courts of Santiago, Chile.

11. Contact

For questions about this SLA or support scope, you can contact us at:

[email protected]
Website: https://norifly.com