This Service Level Agreement ("SLA") is incorporated by reference into the Terms of Service and applies to paid subscriptions of the Nonce cloud platform provided by NONCE TECHNOLOGY PTE. LTD. ("Provider").
This SLA covers the hosted Nonce platform only — web application, APIs, and backend services. It does not cover mining hardware, customer infrastructure, mining pools, third-party services, blockchain conditions, or mining outcomes.
1. Availability
Provider will make the Cloud Service available with a Target Uptime of 99.5%, measured per calendar month. Real-time status is available at status.nonce.app.
2. Scheduled Downtime
Scheduled Downtime is not counted as Downtime for uptime calculations. The Cloud Service may be unavailable to Customer without affecting uptime when:
- Provider is performing routine or scheduled maintenance during the maintenance window: Saturday–Sunday, 8:00 PM – 2:00 AM SGT; or
- Provider has given written notice (including by email, on the Cloud Service, or on Provider's website) at least 24 hours before the period of unavailability.
3. Exclusions
The following are not counted as Downtime:
- Scheduled Downtime as defined above
- Force majeure events
- General Internet connectivity issues
- Customer's unauthorized or improper use of the Cloud Service
- Third-party equipment, software, or services outside Provider's control
- Customer infrastructure or ISP failures
- Mining hardware, pool, or blockchain network issues
4. Service Credits
If the Target Uptime is not met in a given month, Customer may request Service Credits. Credits are calculated as a percentage of that month's proportional subscription fee (annual fee ÷ 12):
| Monthly Uptime % | Credit |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| < 95.0% | 30% |
To request a credit, email support@nonce.app within 30 days after the end of the affected month with the dates, times, and description of the issue. Provider's monitoring data is the authoritative source for all uptime determinations.
Credits accumulate in Customer's account balance and are applied at the next renewal or payment. Credits are not redeemable for cash. Total credits per calendar month are capped at the proportional monthly fee. Service Credits are the sole and exclusive remedy for SLA failures.
5. Support
Support is available via support@nonce.app and the in-platform portal during business hours (Mon–Fri, 9 AM – 6 PM SGT, excluding Singapore public holidays). Target response times by priority are described in the Terms of Service.
6. Changes
Provider may update this SLA with at least 30 days notice. Changes apply prospectively and do not affect credits for prior periods.