Service Level Agreement (SLA)
Version: 1.0
Last updated: 30/10/2026
This Service Level Agreement ("SLA") sets out the availability targets, support hours and target response times for the Nulink products provided by Nulink Security OOD ("Nulink").
This SLA applies to both Nulink products:
- Nulink Cloud — agentless CNAPP for AWS, Azure and Google Cloud
- Nulink Exposure Management — agentless external attack surface management
The MSA is published at /docs/legal/msa. Some Order Forms reference this SLA page as the location of the MSA. If you followed such a link looking for the MSA, please use the link above.
1. Scope and Precedence
1.1. This SLA is incorporated into and forms part of the Master Subscription Agreement ("MSA"). Capitalized terms not defined here have the meaning given in the MSA.
1.2. Nulink provides technical support and issue resolution according to this SLA and the Client's selected Subscription Plan, as set out in Section 5.7 of the MSA.
1.3. Precedence. If an Order Form states availability targets, support levels or response times that differ from this SLA, the Order Form prevails, as set out in Section 1.3 of the MSA.
1.4. Nulink may update this SLA in accordance with Section 15.8 of the MSA.
2. Availability Target
2.1. Nulink will use commercially reasonable efforts to make the Product available at least 99.5% of the time in each calendar month.
2.2. This is a target only, and not a guarantee. As set out in Section 12.3 of the MSA, Nulink does not warrant that the Product will be uninterrupted or error-free, or that it will meet the Client's specific requirements.
2.3. Measurement. Monthly availability is calculated as the total minutes in the calendar month, less excluded minutes and less unavailable minutes, divided by the total minutes in the month less excluded minutes, expressed as a percentage.
"Unavailable Minutes" means the period during which the Product's core functions were unusable for a substantial number of users, as measured by Nulink's monitoring systems.
2.4. Exclusions
The following are excluded from the availability calculation and do not count against the availability target:
- Scheduled and announced maintenance
- Force majeure events, as described in Section 15.4 of the MSA
- Issues caused by the Client, its Authorized Users, or its configuration
- Third-party network failures, internet outages, and failures of third-party cloud hosting providers
- Suspension of access under Section 9.5 of the MSA (security risk, unlawful use, or breach of the Acceptable Use Policy)
- Unavailability or degradation of third-party data sources that the Product draws upon
- Periods during which scanning has stopped because a Spending Cap has been reached (see Section 6.3)
3. Support
3.1. Support Hours
Monday to Friday, 09:00–18:00 Central European Time (CET/CEST) and 09:00–18:00 Eastern Time (ET), excluding the public holidays listed in Section 7.
In practice, support is available from 09:00 CET until 18:00 ET on business days.
3.2. Support Channels
| Purpose | Contact |
|---|---|
| Standard support | support@nulinksec.com |
| Severity 1 (critical) issues | urgent@nulinksec.com |
| Subscription cancellation | support@nulinksec.com |
3.3. Support Levels
| Level | Responsible | Scope |
|---|---|---|
| Level 1 | Nulink, or the Partner in reseller and white-label arrangements | Onboarding, how-to questions, password and account issues, initial triage and reproduction of problems |
| Level 2 | Nulink | Product availability, defects, configuration issues, integration problems, and incidents escalated to Nulink |
| Level 3 | Nulink | Engineering-level investigation and fixes |
Where the Client has purchased through a Nulink Partner, Level 1 support is provided by that Partner, and Nulink provides Level 2 and Level 3 support.
4. Severity Levels and Target Response Times
| Severity | Definition | Target Response | Target Update Interval |
|---|---|---|---|
| 1 — Critical | Product is unavailable or core functions are unusable for a substantial number of users | 1 hour | Every 2 hours |
| 2 — High | Major function significantly impaired, workaround unavailable | 4 hours | Every 8 hours (business hours only) |
| 3 — Medium | Minor function impaired, workaround available | 1 business day | Every 3 business days |
| 4 — Low | General question or cosmetic issue | 3–5 business days | If / as needed |
Severity 1 response targets apply to issues reported to urgent@nulinksec.com. All other targets are measured during the support hours set out in Section 3.1.
Nulink assigns the severity level based on the definitions above. When reporting an issue, please include steps to reproduce, the affected environment, and the business impact.
5. Remedies
5.1. No service credits. Missing an availability target or a response target does not give rise to service credits or refunds.
5.2. If the Product does not perform materially in accordance with its specifications and Documentation, the Client's exclusive remedy is as set out in Section 12.2 of the MSA: for Nulink to correct the non-conformity, or, if it cannot do so within a reasonable time, for the Client to terminate the affected Order Form and receive a pro-rata refund of the prepaid fees.
5.3. All liability under or in connection with this SLA is subject to the exclusions and the liability cap in Section 14 of the MSA.
6. Product-Specific Terms
6.1. Scheduled Maintenance
Nulink will give reasonable advance notice of planned maintenance where practicable, using the contact details on file or via in-Product notices.
6.2. Pre-Release and Testing Phases
When a Product or module is in a pre-release or testing phase (a "Testing Phase"), it may contain defects, change without notice, and experience interruptions. No service credits, refunds or other remedies arise from missing the availability or response targets during a Testing Phase.
Nulink will notify the Client when a Testing Phase ends. From that date, the availability target in Section 2 applies.
6.3. Scanning, Rescans and Spending Caps
6.3.1. Scan and rescan frequency is determined by the Client's Subscription Plan and is not part of the availability target.
6.3.2. For pay-as-you-go plans, when usage-based fees reach the Spending Cap, Nulink stops scanning and monitoring and does not collect new data until the Spending Cap is increased or the next calendar month begins, as set out in Section 8.7 of the MSA. This is not unavailability under this SLA, and is not a suspension or a breach of the MSA. The Client may increase the Spending Cap at any time through its account settings, and scanning resumes promptly after the increase takes effect.
6.3.3. Nulink Exposure Management relies on external data sources, including certificate transparency logs, passive DNS, registration records and public vulnerability databases. Latency, gaps or outages in those third-party sources are not unavailability under this SLA.
6.3.4. As set out in Section 12.4 of the MSA, the Product is a tool and does not constitute professional advice. It does not guarantee that all known and unknown exposures and vulnerabilities will be identified.
7. Public Holidays
Support is not available on the following public holidays observed by Nulink in Bulgaria:
| Date | Holiday |
|---|---|
| 1 January | New Year's Day |
| 3 March | Liberation Day |
| Variable (March–May) | Good Friday, Holy Saturday, Easter Sunday and Easter Monday (Orthodox) |
| 1 May | Labour Day |
| 6 May | St George's Day / Day of the Bulgarian Army |
| 24 May | Day of Bulgarian Education, Culture and Slavonic Literature |
| 6 September | Unification Day |
| 22 September | Independence Day |
| 24, 25 and 26 December | Christmas Eve and Christmas |
Where a holiday falls on a weekend, the following working day or days are observed as non-working in accordance with the Bulgarian Labour Code. Orthodox Easter dates change each year.
Severity 1 issues reported to urgent@nulinksec.com are handled on a commercially reasonable efforts basis outside support hours, including on public holidays.
8. Contact
| Purpose | Contact |
|---|---|
| Support | support@nulinksec.com |
| Severity 1 / urgent | urgent@nulinksec.com |
| General enquiries | info@nulinksec.com |
Nulink Security OOD
Bul. Svoboda 79, floor 4, Plovdiv 4001, Bulgaria