Service level agreement
Last updated 11 August 2026
This page sets out what we commit to on availability and support response, how incidents are classified, and what happens when we fall short. Contractual service credits apply to the Enterprise plan; the targets themselves apply to everyone.
Draft pending legal review. This document is a working draft written to describe how Nolira intends to operate. It has not yet been reviewed by a qualified lawyer in Malaysia and should not be relied on as a binding agreement until it has.
1. Availability target
Nolira targets 99.9% monthly availability for the backend service, measured as successful responses to the API over a calendar month, excluding scheduled maintenance announced at least 48 hours in advance.
Availability excludes downtime caused by your own network or hardware, a third-party provider outside our control such as a payment gateway, force majeure, or your use of the service contrary to the terms of service.
2. What offline mode means for this
Nolira Desk holds a local database at the branch. During a backend outage or a loss of connectivity, bookings, walk-ins, service completion, normal checkout and receipt printing continue at the counter, then sync when service resumes. Backend availability and your ability to trade are therefore not the same measurement, which is deliberate.
3. Incident severity
- Severity 1: Data loss or corruption, a security breach, or the service is unavailable to all customers. Financial records affected.
- Severity 2: A critical workflow is blocked with no workaround, or a calculation is materially incorrect. Checkout, package redemption or commission affected.
- Severity 3: A feature is impaired but a workaround exists.
- Severity 4: Cosmetic or minor issue with no operational impact.
4. Support response targets
| Severity | Standard plans | Multi-Branch | Enterprise |
|---|---|---|---|
| Severity 1 | 4 business hours | 2 hours | 1 hour, 24/7 |
| Severity 2 | 1 business day | 4 business hours | 2 hours |
| Severity 3 | 2 business days | 1 business day | 4 business hours |
| Severity 4 | Best effort | 3 business days | 2 business days |
Business hours are 9am to 6pm Malaysian time, Monday to Friday, excluding public holidays. Response time means a human acknowledging and beginning work, not resolution.
5. Service credits
Where monthly availability falls below the target, Enterprise customers may claim a credit against the following month:
- Below 99.9% but at or above 99.0%: 10% of monthly fees
- Below 99.0% but at or above 95.0%: 25% of monthly fees
- Below 95.0%: 50% of monthly fees
Credits are the exclusive remedy for missed availability. Claim within 30 days of the affected month by writing to hello@nolira.my with the dates and impact.
6. Incident communication
For a Severity 1 or 2 incident we notify affected customers directly, provide updates while it is open, and publish a written post-incident review for Severity 1 covering what happened, what was affected and what changes as a result.
7. Backups and recovery
Automated encrypted backups with point-in-time recovery, object storage versioning, and restore drills run on a schedule. Recovery point and recovery time objectives are documented and shared with Enterprise customers under agreement.
8. Maintenance
Scheduled maintenance is announced at least 48 hours ahead and planned outside Malaysian business hours where possible. Emergency maintenance for a security fix may occur without notice, with communication as soon as practical.
9. Current status of this document
Nolira is running paid pilots. The targets above reflect what we design and operate to. Availability history is limited by how long the service has been live, and we will say so plainly rather than quote a number with no data behind it.