Service Level Agreement

Last Modified: July 22, 2026

This Service Level Agreement (this “SLA”) describes the service levels provided by NightVision Security, Inc. (“NightVision”, “we”, “us”) for the NightVision application security testing platform made available as a cloud service (the “Cloud Service”) to customers with an active paid subscription under a master agreement or order form with NightVision (the “Agreement”). Capitalized terms not defined in this SLA have the meanings given in the Agreement. If the Agreement between NightVision and a customer expressly sets out different service levels, the Agreement controls for that customer.

1. Service Availability

1.1 Availability Commitment

NightVision will make the Cloud Service Available at least 99.0% of the time, measured per calendar month (the “Availability Standard”). “Available” means the Cloud Service's web application and APIs are able to receive, process, and respond to requests. Availability for a calendar month is calculated as: (Total Minutes in the Month − Unavailability Minutes) ÷ Total Minutes in the Month × 100.

1.2 Measurement

Availability is measured at the boundary of NightVision's production infrastructure using NightVision's monitoring systems. A period of “Unavailability” begins when the Cloud Service fails to respond to NightVision's monitoring or when a verified customer report of unavailability is received, whichever is earlier, and ends when the Cloud Service is confirmed Available.

1.3 Exclusions

Unavailability does not include, and the Availability Standard does not apply to, any period of unavailability caused by:

1. scheduled maintenance for which NightVision has given at least 48 hours' advance notice, or emergency maintenance reasonably necessary to protect the security or integrity of the Cloud Service;
2. customer's or a third party's software, hardware, network, or other technology, including changes to customer's environment, policies, or systems;
3. customer's targets or scanned applications, including target-side rate limiting, blocking, or instability, and the behavior or performance of any application under test;
4. third-party services or integrations not controlled by NightVision;
5. internet service provider failures or other failures of the public internet outside NightVision's control;
6. customer's breach of the Agreement or use of the Cloud Service other than as permitted by the Agreement and the Documentation;
7. beta, preview, early-access, or free-trial features or offerings, and locally executed components such as the NightVision CLI; or
8. a Force Majeure Event.

2. Technical Support

2.1 Support Tiers

NightVision offers two technical support tiers. Silver support is the default tier; Gold support is an upgraded tier available under the applicable order form.

A “critical issue” is one where the Cloud Service is unavailable or a critical function is inoperable in production, with no workaround. Response targets are measured within the applicable tier's support hours, excluding NightVision-observed holidays.

2.2 Escalation

If NightVision does not respond to an issue within the applicable response target, the customer may escalate by emailing support@nightviz.ai with “Escalation” in the subject line. Escalated issues are raised to NightVision's engineering leadership. NightVision may update its escalation procedures upon 30 days' notice, provided the changes do not materially reduce the service levels in this SLA.

3. Scope

This SLA applies to the Cloud Service platform only. It does not apply to: locally executed software components (including the NightVision CLI and integrations executed in customer environments); beta, preview, early-access, or free-trial features or offerings; or the performance, behavior, or availability of customer applications and targets under test. Scan execution against customer targets depends on the customer's environment and target configuration and is not covered by the Availability Standard.

4. Contact

NightVision Security, Inc.
Address: 5832 Arbor Wood Ct Bradenton FL 34203
Email: support@nightviz.ai