Nimble Service Level Agreement (SLA)
Nimble Service Level Agreement (SLA)
Last updated: March 2, 2026
This Service Level Agreement (“SLA”) is incorporated into the Order Form and Terms and Conditions (jointly, the “Agreement”) entered between The Data Company Inc. (“Company”, “we” or “us”) and the undersigned client (“Client” or “you”). The SLA is designed to define the level and scope of maintenance and support services that the Company agrees to provide to Client in conjunction with Client’s selected subscription and/or consumption of Company’s Services, as those are defined in the Agreement. In the event of any conflict, discrepancy or inconsistency between the terms of this SLA and the Agreement, the parties hereby agree in good faith that the Agreement shall govern.
Unless otherwise defined herein, capitalized terms used but not defined in this SLA shall have the meanings given to them in the Agreement.
Unless otherwise defined herein, capitalized terms used but not defined in this SLA shall have the meanings given to them in the Agreement.
1. Definitions:
1.1. "Downtime” means the period of time in minutes, during a working month, that the Services are unavailable, excluding SLA Exclusions.
1.2. “Error” means an issue or an error in the Services or data delivery channels, which might impair the functionality of the Services.
1.3. “Force Majeure Event” shall have the meaning ascribed in the Agreement as agreed upon by the parties. In the absence of such a definition, the following definition shall apply. Any circumstance beyond a party's reasonable control that prevents or delays the performance of its obligations under this SLA or Agreement, including but not limited to: acts of God, natural disasters (including earthquakes, floods, storms, or fires), epidemics or pandemics, war, terrorism, civil unrest or riots, governmental actions or regulations, embargoes or sanctions, strikes or labour disputes (other than those involving the affected party's own employees), failure or disruption of third-party telecommunications or internet infrastructure, or power outages not caused by the affected party's negligence.
1.4. "Measured Period" means the period from the beginning of each calendar month starting at 0:00:00 hours (GMT) to the end of the month ending at 23:59:59 hours (GMT) in any given month.
1.5. “Service Credit Percentage” means a refund granted by Company to Client in case of Services Downtime exceeding 5%, calculated and granted on a monthly basis.
1.6. “Scheduled Downtime” is a planned and/or announced Downtime for maintenance and/or upgrade purposes.
1.7. "SLA Exclusion(s)" means any of the following events, which are not considered Downtime, and their duration will not be calculated as such: (a) Scheduled Downtime; (b) unavailability caused by a Force Majeure Event; (c) unavailability caused by third party, including third party source, that is out of the Company’s control.
1.8. "Uptime" means the total period in minutes during which the Services are available for access and use during the Measured Period.
2. Support Services
2.1. Scope. The following support services are provided to Client:
2.1.1. Our customer and technical support team is available six (6) days a week, during normal business hours and additionally as detailed below.
2.1.2. Proactively identifying Errors or potential Errors and offering solutions.
2.1.3. On-time data delivery and insights extractions into your reporting system.
2.1.4. Performance reports with insights into the Service’s metrics based on the Agreement.
2.1.5. 24x7 support for handling Urgent issues.
2.2. Support channels, days and hours. Our support service will be available by email to: support@nimbleway.com or directly to your dedicated account manager, and via your dedicated Slack channel as described in Section 6 (Response Times).
3. Alignment of service expectations
We make best efforts to provide the Services, the Support and deliver data in a timely manner. We may, however, be unable to resolve your requests in a timely manner due to circumstances beyond our control and/or in the occurrence of any SLA Exclusion.
4. System uptime guarantee
98% system Uptime.
5. Errors monitoring and notifications
We take great efforts in monitoring the Services and detecting any potential Error. If we identify such an Error or potential Error, we will notify and/or alert you via a shared Slack channel or by email, to the address submitted in the Order Form. Once an Error is resolved, you will be promptly notified.
6. Support - Service Level Agreement (“SLA”)
6.1. Definitions: The company’s Support SLA defines the acceptable response times to meet Customer expectations for all technical support requests. Response times vary based on issue priority.
6.2. The following table defines the technical support request priorities and the relative handling response times.
6.3. Contact Methods: Urgent priority should be submitted via Nimble’s support portal. All other priorities can be submitted via email at support@nimbleway.com or a shared Slack channel.
6.4. Hours of availability: 24x7 for Urgent priority; and Sunday through Friday between 8 AM to 6 PM EST for all other priorities.
7. Escalation Process
The customer may escalate an issue if the SLAs are not met according to the timelines below: