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Service Level Agreement (SLA)

Last updated: 4 May 2026

This Service Level Agreement ("SLA") defines the target availability level of the NEXON Vision service and the method of its calculation. The SLA forms part of the Terms of Service (the "Terms").

Terms used in this SLA have the meaning defined in the Terms.

1. Target Availability Level

1.1. NEXON aims to provide Service availability of 99.5% during a calendar month.

1.2. This level is a target quality indicator, not an unconditional commitment. The Service is provided "as is" and "as available" under Section 10.1 of the Terms.

1.3. The SLA under this Agreement applies to paying Customers. The SLA does not apply to the free trial period or beta features.

2. Definition of Availability

2.1. The Service is considered available if all of the following conditions are met simultaneously:

  • the Customer dashboard at cms.nexon.vision responds to HTTP requests and returns valid responses;
  • the Application Programming Interface at api.nexon.vision responds to HTTP requests and returns valid responses;
  • core functions for managing screens, devices, playlists, and schedules are accessible through the dashboard or API.

2.2. The Service is considered unavailable if for 5 (five) consecutive minutes or longer cms.nexon.vision or api.nexon.vision:

  • do not respond to HTTP requests (timeout);
  • return error codes in the 5xx series (Internal Server Error, Bad Gateway, Service Unavailable, and similar);
  • do not allow performing core management functions due to a critical malfunction.

2.3. The SLA covers exclusively the server-side of the Service. Service availability for a specific Customer or specific device may depend on factors outside NEXON's control, which are not included in the availability calculation under this SLA (see Section 4).

3. Availability Calculation

3.1. Availability is calculated using the formula:

Availability (%) = ((T − N) / T) × 100, where: - T is the total number of minutes in the calendar month; - N is the total number of minutes of Service unavailability during the month, calculated under Section 2.

3.2. The calculation is based on data from NEXON's internal monitoring systems.

3.3. Example: a 30-day month = 43,200 minutes. At a 99.5% target, total unavailability must not exceed 216 minutes (3 hours 36 minutes) per month.

4. What Does NOT Count as Unavailability

The following do not count as unavailability under this SLA:

4.1. Scheduled maintenance of which NEXON has notified Customers at least 24 hours in advance through the Service, website, or email.

4.2. Emergency maintenance necessary to address critical threats to the security or integrity of the Service, with notice to Customers where possible.

4.3. Force majeure events under Section 12 of the Terms, including cyberattacks, DDoS attacks, large-scale Internet disruptions, failures of data centres, energy systems, or government decisions.

4.4. Issues outside NEXON's infrastructure, including:

  • failures or limitations of the Customer's Internet provider;
  • issues with the Customer's equipment (screens, media players, network equipment);
  • power supply issues at the Customer's location;
  • failures of third-party services, APIs, or content sources used by the Customer;
  • misconfigurations made by the Customer or its Users;
  • failures of third-party authentication providers (e.g., Google Sign-In) where they do not depend on NEXON's infrastructure.

4.5. Service suspension caused by the Customer, including suspension for non-payment (Section 7.1.1 of the Terms) or for breach of the Terms or AUP (Section 7.1.2 of the Terms).

4.6. Temporary limitations of individual features that do not prevent use of the core functionality of the Service.

4.7. Operation of beta features, to which the SLA does not apply under Section 1.3 above and Section 3.4 of the Terms.

5. Monitoring and Service Status

5.1. NEXON conducts internal Service availability monitoring 24 hours a day, 7 days a week.

5.2. In case of incidents affecting Service availability, NEXON aims to:

  • record the incident as soon as possible;
  • begin remediation;
  • notify affected Customers through the Service or email.

5.3. NEXON's internal monitoring data is the primary source for SLA calculation.

5.4. The current public status of the Service and the availability history for the last 90 days are published at https://nexon.vision/en/status. The data on this page is informational; for SLA calculation, Section 5.3 applies.

6. Failure to Achieve the Target Availability Level

6.1. In case of failure to achieve the target availability level under this SLA, NEXON does not pay monetary compensation (service credits) under the standard Terms.

6.2. In case of systematic or prolonged failure to achieve the target availability level, the Customer may:

  • terminate use of the Service under Section 7.2 of the Terms;
  • contact NEXON to discuss individual compensation arrangements.

6.3. Certain categories of Customers (such as retail chains) may agree with NEXON on an individual SLA with a higher availability level and/or a monetary compensation mechanism within a separate written agreement.

7. Support During Incidents

7.1. Technical support during incidents is provided through the channels specified in Section 9 of the Terms and email s[email protected].

7.2. Response time to incident reports is not regulated by this SLA. Extended terms regarding response time and ticket priority may be provided under separate terms or in a written agreement.

8. Changes to This SLA

8.1. NEXON may update this SLA under Section 14 of the Terms.

8.2. Material changes (in particular, a reduction of the target availability level) are notified to Customers at least 30 calendar days in advance through the Service or email.

8.3. The date of the last update is shown at the top of this document.

9. Language

This SLA is published in English. NEXON may publish translations into other languages for convenience. In case of any discrepancy between the English version and any translation, the English version prevails.

Contact for SLA questions: [email protected]