Support & Service Levels (SLA)
NightShield provides timely support for onboarding, operations, and incident response. This page defines channels, severity levels, and targets.
Hours & Channels
- Hours: Mon–Fri 09:00–18:00 UK (excl. UK public holidays)
- After-hours: P1 only (24×7) via email subject prefix [P1]
- Email: support@nightshield.ai (all severities)
- Security incidents: security@nightshield.ai (see /security)
Severity & Targets
| Sev | Description | Examples | Ack Target | Update Cadence | Target Resolution |
|---|---|---|---|---|---|
| P1 Critical | Platform-reason outage or alerting not delivering across venue(s) | Dashboard down; clip delivery halted | 1 hour (24×7) | Every 4 hours | Workaround ≤ 24h; full fix ASAP |
| P2 – Major | Material degradation with viable workaround | Elevated latency; partial clip gaps | 4 business hours | Daily | Fix in next maintenance or hotfix |
| P3 – Minor | Non-critical bug or UX issue | UI glitch; non-blocking configuration issue | Next business day | Every 3 business days | Planned release |
| P4 – Request | Questions, feature requests, advice | Setup, best practices | 2 business days | Weekly | N/A |
Maintenance
- Standard window: Sundays 02:00–04:00 UK (as needed)
- Notice: ≥48h on status.nightshield.ai (emergency work may be shorter)
Customer Responsibilities
- Maintain stable RTSP/ONVIF streams, venue network/NVR uptime, and camera power
- Provide staff contact(s) for alert routing and escalation
- Post venue privacy signage and maintain DPIA (templates provided)
Exclusions
- Venue LAN/NVR/camera power/failure, ISP issues, misconfigured RTSP, third-party outages
- False positives/negatives at thresholds chosen by customer
SLA Credits (paid plans, optional)
- If monthly uptime < 99.5% (platform-side), credit 10% of monthly fee on request
- Credits don't stack, exclude pilot, and require ticket filed within 30 days