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Service Level Agreement

Last updated: February 1, 2026

Introduction

This Service Level Agreement ("SLA") explains the availability approach that applies to the Novitora file conversion platform at novitora.com (the "Service"), operated by Uptraff Ltd ("Novitora", "we", "us", "our").

Novitora is currently offered free of charge while the Service is in its launch phase, and we do not yet offer paid subscription plans. As a result, we do not presently make binding uptime guarantees, service credit commitments, or support response time commitments. This document describes how availability is handled today and how formal service levels will apply in the future.

Important: No uptime percentage, service credit, or support response time is guaranteed while the Service is free. The Service is provided as-is under our Terms of Service, with best-effort availability.

Current service levels

Provided as-is

  1. The Service is provided on an "as is" and "as available" basis, as set out in our Terms of Service.
  2. We operate the Service on a best-effort basis and aim to keep it available and performant, but we do not guarantee that it will be uninterrupted, error-free, or available at any particular level.
  3. Because the Service is currently free, no service credits, refunds, or other financial remedies apply to periods of downtime or degraded performance.

Maintenance and downtime

  1. We may carry out maintenance, updates, and infrastructure changes at any time, which may temporarily affect availability.
  2. We aim to schedule disruptive maintenance for lower-traffic periods and to keep any downtime as short as reasonably practicable.
  3. We are not responsible for downtime caused by factors outside our reasonable control, including third-party infrastructure, network, or connectivity failures.

Best-effort availability

  1. We monitor the Service and respond to significant availability issues on a reasonable-efforts basis.
  2. We do not commit to a specific uptime percentage, incident response time, or resolution time while the Service is free.

Future service levels

  1. When we introduce paid subscription plans, we intend to publish binding service level commitments that may include a defined uptime target, service credits, and support response times.
  2. Those commitments will form part of the agreement for the relevant paid plan and will apply only to customers on that plan, unless a separate written SLA is agreed.
  3. We will update this SLA before any paid plan carrying service level commitments becomes available, so that the applicable terms are clear before you subscribe.

Custom arrangements

Organizations with specific availability or support requirements may contact us to discuss bespoke arrangements once paid plans are available. Until then, no custom SLA is offered.

Changes to this SLA

  1. We may update this SLA from time to time to reflect changes to the Service or our commercial offering.
  2. Material changes that introduce or alter binding service level commitments will be communicated before they take effect.
  3. The "Last updated" date shown alongside this document indicates when it was most recently revised.

Governing law

This SLA is governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with it.

Contact

If you have questions about this Service Level Agreement or the availability of the Service, please contact us:

  • Email: legal@novitora.com
  • Address: Uptraff Ltd, 124 City Road, London, England, EC1V 2NX
  • Website: novitora.com

We aim to respond to enquiries about availability within a reasonable timeframe.