Last updated: 23 September 2026
This Service Level Policy ("Policy") states the availability commitment, the support response times, the notice periods for changes and the service credits that apply to paid use of the hosted Nabto platforms (the "Service"). It forms part of the Agreement between Nabto ApS ("Nabto", "we", "us") and you ("Customer", "you") as set out in the Terms of Service at https://downloads.nabto.com/assets/legal/terms-of-service.html. Capitalized terms not defined here have the meaning given in the Terms of Service.
1.1 This Policy applies to paid use of the Hosted Services: On-demand Subscriptions, reserved terms, prepaid pools and Invoiced Orders, as defined in the Payment Terms.
1.2 "Hosted Services" means the services Nabto operates for you: Nabto Edge device connectivity and relay; Nabto WebRTC signaling and ICE/TURN relay; and hosted Nabto 4 basestations, each in the region or regions you use.
1.3 This Policy does not apply to free, trial or evaluation use, to features marked beta, preview or experimental, to software you run on your own infrastructure or to use contrary to the documentation. An Order Form may set different service levels, for example for a dedicated environment; where it does, the Order Form prevails.
2.1 Each Hosted Service is available at least 99.9 percent of the minutes in each calendar month, per region ("Monthly Availability").
2.2 Monthly Availability is calculated per Hosted Service and region as (total minutes in the month minus Downtime minutes) divided by total minutes in the month, expressed as a percentage.
2.3 "Downtime" is counted per five-minute interval and each interval counted as Downtime contributes five Downtime minutes. Nabto's monitoring runs a set of end-to-end tests for each Hosted Service (for example device attach, connect, relay and signaling) from each monitoring region at least once every five minutes. An interval counts as Downtime for a Hosted Service and region when one or more of those test runs for that Hosted Service from that region fail during the interval. Sessions established before the interval that continue to operate do not excuse a failure to establish new sessions. Excluded Events (Section 3) are not counted. Failures reported by the monitoring that Nabto's manual verification shows to be faults of the monitoring itself are not counted either; Nabto records such verifications and makes the record available to you on request.
2.4 Nabto's monitoring records are the basis for calculating Monthly Availability; the tests, the monitoring regions and the outcome of every run are recorded and can be shown to you in a claim. Live and 90-day availability per Hosted Service is published at https://status.nabto.com.
The following are not Downtime:
4.1 If Monthly Availability of a Hosted Service in a region falls below the commitment, you are entitled to a service credit calculated on the Monthly Fee for that Hosted Service:
| Monthly Availability | Service credit |
|---|---|
| Below 99.9 percent but at or above 99.0 percent | 10 percent of the Monthly Fee |
| Below 99.0 percent but at or above 95.0 percent | 25 percent of the Monthly Fee |
| Below 95.0 percent | 50 percent of the Monthly Fee |
4.2 "Monthly Fee" means the fees paid or payable for the affected Hosted Service for the month in which the shortfall occurred. For reserved terms it is the prepaid amount for the affected Devices divided by the number of months in the term. For usage-based fees it is the usage charge for the affected Hosted Service in that month. For a prepaid relay pool it is the traffic consumed from the pool in that month valued at the prepaid rate. Where a fee covers several Hosted Services or regions, it is allocated pro rata to the affected ones. A shortfall in more than one region or Hosted Service in the same month is credited once per affected Hosted Service and region, each within the cap in Section 4.3.
4.3 Service credits are capped at 50 percent of the Monthly Fee per Hosted Service and month. Credits are applied against future invoices for the Service; for reserved terms Nabto may instead extend the term by the equivalent value. Credits reach card-billed Subscriptions as a credit on the next Stripe invoice and invoiced customers as a credit note. Credits are not paid in cash and lapse when the Agreement ends.
4.4 Service credits are your sole and exclusive remedy, and Nabto's sole liability, for any failure to meet the availability commitment in this Policy.
5.1 To claim a credit, email support@nabto.com within 30 days after the end of the month in which the shortfall occurred, stating your Account, the Hosted Service and region, the dates and times of the Downtime and any logs or observations you have.
5.2 Nabto confirms or rejects the claim within 30 days of receipt, based on its monitoring records and your evidence, and applies a confirmed credit to the next invoice.
6.1 Support is delivered in business hours: Monday to Friday, 09:00 to 17:00 Central European Time (CET/CEST), excluding Danish public holidays.
6.2 Support plans are described and priced on the pricing page at https://www.nabto.com/pricing/. Every Account has access to the documentation, GitHub issues, the community forum and the example code. Ticket and email support with first-response times is included from the Basic plan. On the Enterprise plan the P1 and P2 first-response times are guaranteed as set out in Section 6.6.
6.3 First-response times in business hours, by severity and plan:
| Severity | Basic | Professional | Enterprise |
|---|---|---|---|
| P1 | 4 hours | 3 hours | 2 hours |
| P2 | 12 hours | 6 hours | 4 hours |
| P3 | 16 hours | 9 hours | 6 hours |
6.4 Severities. P1: A production Hosted Service is down or a large share of your Devices cannot be reached and no workaround exists. P2: Production is degraded or a major function fails and a workaround exists. P3: A minor defect, a question or a request. Nabto assigns the severity on receipt and may adjust it with your agreement.
6.5 The times are for first response by a support engineer, not for resolution. On the Basic and Professional plans, and for P3 on every plan, they are targets and no service credit attaches to a missed first response.
6.6 Enterprise response guarantee. On the Enterprise plan the P1 and P2 first-response times in Section 6.3 are guaranteed. If Nabto's first response to a P1 or P2 ticket comes later than the time stated, you are entitled to a support credit of 25 percent of the monthly support plan fee for each such ticket, capped at 100 percent of the monthly support plan fee for tickets in the same month. The monthly support plan fee is the annual Enterprise support plan fee divided by twelve. The time runs from the timestamp of your ticket, email or emergency call in the channels included in the plan, counts business hours only and is measured on Nabto's support records. Severity is as assigned under Section 6.4. A ticket counts once; duplicate tickets, tickets for which we cannot reach you and tickets you downgrade after receipt do not count. Support credits are claimed as stated in Section 5, applied as a credit note against the next support plan invoice, not paid in cash and lapse when the support plan ends. A support credit is your sole and exclusive remedy, and Nabto's sole liability, for a missed first-response time.
Nabto's Security and Support Policy at https://www.nabto.com/docs/developer/systems/security-support.html states which release lines receive security fixes, the support period of each product and the notice Nabto gives before a release line or product reaches end of support. Security fixes for supported release lines are provided free of charge.
8.1 Nabto gives at least six months' notice before making a backwards-incompatible change to a generally available API, protocol or SDK interface of the Service and at least twelve months' notice before discontinuing a Hosted Service or a material function of it that you are using.
8.2 Shorter notice may be given where a change is required by law, is needed to address a security vulnerability or results from a third-party dependency being withdrawn, in which case Nabto gives as much notice as practicable.
8.3 Features marked beta, preview or experimental may be changed or withdrawn without these notice periods.
8.4 Notices are sent to the Account email address and to any designated security or technical contact and published in the Service's changelog.
Nabto may update this Policy as described in Section 10 of the Terms of Service. A change that reduces the commitments in this Policy does not apply to a reserved term or an Order Form before its next renewal.
Nabto ApS
Åbogade 15, 8200 Aarhus N, Denmark
Email: support@nabto.com
CVR: 30708059