Version: 1.0 Last Updated: September 2026

Note: Nova IAM runs on the customer's infrastructure today. For these installations, sections 1 to 3 apply (support SLA). Sections 4 to 8 apply only to Nova Online, the hosted variant planned for 2027. Customize per customer agreement.

1. Service Description

Nova IAM provides identity and access management services including:

User identity lifecycle management
Role-based access control (RBAC) with business roles and entitlements
Automated provisioning to backend systems (SAP, LDAP, Microsoft Entra ID)
Audit trail and compliance reporting
AI-powered access analysis (optional)

2. Support Response Times

2.1 Severity Definitions

Severity	Definition
S1 — Critical	Service unavailable, data loss, security breach
S2 — High	Major feature impaired, no workaround available
S3 — Medium	Feature impaired with workaround available
S4 — Low	Minor issue, cosmetic defect, feature request

2.2 Response Times

Severity	Standard	Professional	Enterprise
S1	4 hours	1 hour	30 minutes
S2	8 hours	4 hours	2 hours
S3	2 business days	1 business day	4 hours
S4	5 business days	3 business days	1 business day

2.3 Support Channels

Tier	Channels	Hours
Standard	Email	Business hours (9-17 CET, Mon-Fri)
Professional	Email, Chat	Extended (8-20 CET, Mon-Fri)
Enterprise	Email, Chat, Phone, Dedicated Slack	24/7 for S1-S2

3. Compliance Support

GDPR compliance documentation provided
Audit trail exports for regulatory inquiries
Support for customer audit and inspection rights

Nova Online only (hosted variant, planned for 2027)

The following sections apply only to Nova Online. For installations on the customer's infrastructure, availability, maintenance, backup and recovery are the customer's responsibility.

4. Service Availability

4.1 Uptime Commitment

Tier	Monthly Uptime	Max Downtime/Month
Standard	99.5%	~3.6 hours
Professional	99.9%	~43 minutes
Enterprise	99.95%	~22 minutes

4.2 Measurement

Uptime measured as percentage of minutes the service responds to health checks
Calculated monthly, excluding scheduled maintenance windows
Monitoring via external health check endpoint

4.3 Exclusions

Downtime caused by the following is excluded from uptime calculations:

Scheduled maintenance (notified 48+ hours in advance)
Customer-caused issues (misconfiguration, network problems)
Force majeure events
Third-party service outages (cloud AI providers, backend systems)

5. Maintenance Windows

5.1 Scheduled Maintenance

Standard window: Sundays 02:00-06:00 CET
Notification: Minimum 48 hours advance notice
Frequency: Monthly for updates, quarterly for major upgrades

5.2 Emergency Maintenance

Security patches may be applied outside the standard window
Minimum 4-hour advance notice when possible
Post-maintenance notification with change summary

6. Backup & Recovery

6.1 Backup Schedule

Type	Frequency	Retention
Full database backup	Daily	30 days
Incremental backup	Every 6 hours	7 days

6.2 Recovery Objectives

Metric	Standard	Professional	Enterprise
RPO (Recovery Point Objective)	24 hours	6 hours	1 hour
RTO (Recovery Time Objective)	8 hours	4 hours	1 hour

7. Service Credits

If monthly uptime falls below the committed level:

Uptime Achieved	Service Credit
99.0% - 99.49%	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
Below 95.0%	50% of monthly fee

7.1 Credit Request Process

Customer submits credit request within 30 days of the incident
Nova IAM validates against monitoring data
Credit applied to next billing cycle within 15 business days

8. Data Governance

8.1 Data Location

Customer data stored in the region specified at contract signing
No cross-region data transfer without explicit consent
Self-hosted option available for full data sovereignty

8.2 Data Retention

Active data retained for the duration of the contract
On contract termination:
- Customer receives full data export (JSON format)
- Data deleted within 30 days of export confirmation
- Deletion confirmation provided in writing

SLA Template