NounDeskService Level Agreement
NounDesk targets 99.5% monthly uptime for the web console, measured as successful responses across a calendar month excluding announced maintenance. Support responses are targeted at 4 business hours for a total outage and 2 business days for a general question. If we miss the uptime target, paid accounts can claim a service credit of 10% to 30% of that month's fee. Delivery of commands to a device depends on Google and on the device being online, so it is outside this SLA.
This SLA applies to paid NounDesk subscriptions. Trial and demo accounts are provided without an availability commitment.
What is covered
The NounDesk web console at app.noundesk.com: signing in, viewing devices, editing and publishing policies, managing apps, triggering remote actions, and reading alerts and reports.
What is not covered
This is the honest part, and it is the part most SLAs bury.
Delivery to a device is not covered. When you trigger a command, NounDesk hands it to Google’s Android Enterprise service. Whether and when the device acts on it depends on Google’s infrastructure and on the device connecting to the network. A phone that is switched off, out of signal or factory reset will not receive a command, and no SLA can change that. This is why the product shows “waiting for device” rather than claiming success.
Also excluded:
- Announced maintenance (see below) and emergency maintenance needed to address a security issue.
- Failures of Google services, including Android Enterprise and managed Google Play.
- Your own network, your Google Workspace configuration, or the devices themselves.
- Use of the service contrary to the terms of service.
- Events beyond our reasonable control.
Availability commitment
We target 99.5% uptime per calendar month for the console.
Uptime is measured as the percentage of one-minute intervals in the month during which the console responds successfully to an availability check, excluding the exclusions above. 99.5% allows roughly 3 hours 40 minutes of unplanned downtime in a 30-day month.
Maintenance
Planned maintenance is announced by email to account owners at least 48 hours in advance and is scheduled outside 08:00–20:00 US Eastern time on business days wherever possible. Emergency maintenance for a security issue may happen at any time, and we will tell you as soon as we can.
Support response targets
Email support@noundesk.com. Business hours are 09:00–17:00 US Eastern, Monday to Friday, excluding public holidays.
Support is staffed from two places: a partner in the United States and our own team in Bengaluru, India. The window above is what we commit to, not the only time anyone is at a desk, so a request sent outside it is often picked up sooner. Response targets are measured against the committed window.
| Severity | Meaning | First response target |
|---|---|---|
| 1 · Critical | The console is unavailable for all of your administrators | 4 business hours |
| 2 · High | A core function fails: enrollment, publishing a policy, or a remote action | 1 business day |
| 3 · Normal | Something behaves incorrectly but there is a workaround | 2 business days |
| 4 · Question | How-to questions, billing, feature requests | 2 business days |
These are targets for a first human response, not for resolution. We will keep you updated on anything at severity 1 or 2 until it is closed.
Service credits
If uptime in a calendar month falls below the target, you may claim a credit against that month’s subscription fee:
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.5% | 10% |
| 95.0% to below 99.0% | 20% |
| Below 95.0% | 30% |
Credits are the sole and exclusive remedy for missed availability. They are applied against future invoices, are not paid in cash, and cannot exceed the fee paid for the affected month.
Claiming a credit
Email support@noundesk.com within 30 days of the end of the affected month, with the dates and times you observed the problem. We will confirm against our own monitoring and apply any credit to your next invoice.
Changes
We may update this SLA. If a change reduces the commitment, account owners will be told by email at least 30 days before it takes effect.