Built for engineering teams
that can't afford downtime.
Nexus Prime is local-first — meaning uptime depends on your hardware, not our servers. This SLA covers license validation, the Nexus dashboard service, support response times, and update guarantees.
| Severity | Description | Pro Solo | Pro Power | Enterprise |
|---|---|---|---|---|
| P1 Critical | CLI completely inoperative, license key invalid, data loss | 24 hours | 8 hours | 2 hours |
| P2 High | Core feature unavailable — memory recall, worktree creation | 72 hours | 24 hours | 8 hours |
| P3 Medium | Non-critical feature degraded — dashboard, export, session DNA | 5 days | 3 days | 24 hours |
| P4 Low | Documentation, feature requests, general questions | 7 days | 5 days | 3 days |
Response times are business hours (09:00–18:00 IST, Mon–Fri) unless an Enterprise on-call SLA is in place. P1 Enterprise includes 24/7 coverage.
api/license/*. License keys also validate offline via Ed25519 — a validation API outage does not prevent CLI use.nexus-prime start on supported hardware.* Local processes depend on your hardware and OS. Nexus Prime's responsibility ends at the installer and the MCP server binary.
We make it right.
If the license validation API falls below its monthly uptime commitment, Enterprise customers are entitled to service credits applied to their next billing cycle.
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Maximum credit per month is 50% of the applicable monthly fee. Credits do not apply to scheduled maintenance windows (announced ≥24h in advance).
Talk to us about custom response times, on-call coverage, dedicated Slack channel, and air-gap deployment options.
Talk to founder → enterprise@nexus-prime.cfdSupport for a platform means Nexus Prime installs, runs, and passes its test suite on that platform. Issues on unsupported platforms are handled on a best-effort basis.