Service Level Agreement (SLA) – Nuki Smart Hosting.

Service Level Agreement (SLA)

dated 1st November 2025

Introduction

This Agreement lays a common ground to clearly and transparently define the scope of the offered services, responsibilities, expectations and deliverables, thereby enabling unhindered business growth and long-term mutually beneficial relationships between Nuki and its customers.

Eligibility

Only active customers of the “Smart Hosting Business” and “API Only” plans of Nuki’s Smart Hosting Service (SHS) are eligible to participate in this SLA.

Customer Support

Nuki will provide support to the customer during their usage of SHS. The following support services can be expected by the customer:

  • Assistance for initial setup of devices
  • Assistance with continual usage and functionality
  • Tiered support levels, with escalation of problems when necessary
  • Troubleshooting of functionalities offered within the scope of SHS
  • Updating and maintenance of self-service support material on https://help.nuki.io/

Some interactions are excluded from this support offering, such as:

  • Custom development or integration with third-party services
  • Configuration or support with customer network setup
  • Correction of errors which were caused by misuse of the customer or on behalf of the customer
  • Correction of errors from granting unauthorised access to the account of the customer
  • Support for enquiries that can be resolved through readily available self-service resources may be limited if deemed excessive

The customer is to communicate support and incident enquiries to business-support@nuki.io. All requests are handled in a ticketing system, where the customer will receive an automated confirmation receipt within minutes.

The customer will receive feedback regarding their specific enquiry within 4 business hours of confirmation receipt.

Business days are Monday to Friday. Public holidays in Austria are not considered business days.

Business hours are 09:00 to 17:00, Monday to Thursday, and 09:00 to 15:00 on Friday. All times are in the Vienna time zone (CET/CEST).

Service Components

The Nuki SHS service consists of a combination of software components for operation. These components are:

  • Nuki Remote Access (required to manage connections from the server to Nuki devices)
  • Nuki Web (web-based administration interface for Nuki devices, hosted under https://web.nuki.io)
  • Nuki REST API (required to integrate with 3rd party services, PMS systems, etc., hosted under https://api.nuki.io)

Nuki devices, such as smartlocks, and smartphone applications are not within scope of this SLA.

The following third-party services may impact the availability of the above components or the usage of the SHS offering. These services are not within our direct management. Downtime caused by these services is therefore exempt from our availability adherence and the scope of this SLA:

  • Ory Network (Authentication service required by Nuki Web)
  • Postmark (E-Mail delivery service)
  • Airbnb
  • Eviivo
  • Guesty
  • Smily
  • Smoobu

Availability

Nuki ensures a service availability (uptime) of 99.5% or higher, calculated on a calendar month basis. Uptime in a given calendar month is measured by the total number of minutes the components were available, divided by the total amount of minutes in a given calendar month. The current uptime status of the components can be checked on our status page, under https://status.nuki.io

For the purposes of this SLA, non-availability, or “downtime”, means any period during which SHS is unavailable due to the non-functionality of one or more of the components identified above. These periods are declared as a “Major outage“ on our status page. Periods of monitoring after the application of a fix do not contribute to downtime.

Availability issues may only affect certain regions, customers or features. Such events are declared as a “Partial outage” on our status page and do not constitute downtime.

Downtime which is not caused by components within our direct management, or is accepted as necessary to maintain the integrity of the Service, are excluded from this availability target. Here are examples of scenarios that do not count as downtime:

  • Slowness of certain components (declared as “Degraded performance” on our status page), but the features are generally available
  • Issues affecting an individual customer or subset of customers, not the majority of Nuki customers
  • Scheduled downtimes during maintenance windows, announced via our status page
  • Intentional restriction of the service to maintain service security or integrity of data
  • Infrastructure restrictions or problems on behalf of our hosting provider, including, but not limited to, network and firewall issues, and intentional restriction of service in case of security events, such as DDoS attacks
  • Issues within the control of the customer, such as provision of Internet to access the service
  • Issues related to the customer’s infrastructure and ability to access the service, such as issues with the customer’s Internet Service Provider (ISP)
  • Issues that resulted from the customer’s breach of this SLA or terms of use based on which we provide the customer with our services, or from the customer’s breach of our instructions or documentation
  • Other issues caused by factors outside of our reasonable control (force majeure)

Backups

Nuki performs backups of customer data on a daily basis. The timespan of data lost may be greater than this 24 hour period due to the required time for data recovery (e.g. outside of business hours), but should not exceed 4 calendar days.

Compensation

In case Nuki fails to meet the availability criteria outlined in this Agreement, Nuki will compensate the customer for the inconvenience caused.

The financial compensation represents a sum calculated as a percentage of the monthly recurring service fees (excluding any fees for hardware or the lease of hardware), which will be credited to a future invoice according to the below formula (with target uptime and actual uptime as decimal values).

Compensation = (99.5 – actual monthly uptime) * 10% * Monthly recurring service fees

Please note that the maximum amount of compensation that can be awarded by Nuki shall not exceed 100% of the monthly recurring service fee payable to Nuki. To facilitate ease of handling, any compensation in a given month lower than €50 will not be processed by Nuki. All claims are reconciled with the compensation. Nuki is not liable for any consequential damages caused by the service downtimes as described above.

If the customer is entitled to compensation per this Agreement, Nuki will actively inform the customer via e-mail during the following calendar month. If the customer believes they are entitled to compensation per the Agreement, but has not received notification from Nuki during the previously stated time period, they should contact business-support@nuki.io with their claim. Claims must be submitted within 2 months of the end of the calendar month in which the claim refers to. Any claims after this time period may not be taken into account.

General Provisions

Nuki enters with the customer into a Smart Hosting Service Contract. This SLA applies only to customers who have concluded a Smart Hosting Service Contract with Nuki. This SLA does not apply to individual hosts and guests using the Nuki platform.

In the event of conflicting provisions between this SLA and any individual Smart Hosting Service Contract, the Nuki Smart Hosting Service Contract always prevails.

In the event of conflicting provisions between this SLA and any applicable Terms and Conditions, this SLA always prevails.

This SLA remains in effect indefinitely or until succeeded by a new SLA. Nuki reserves the right to terminate this SLA with 30 days notice. Nuki reserves the right to change this SLA. Any such change will be communicated via e-mail at least 30 days before the effective date of such change. Unless the customer objects to the revised SLA in writing within 30 days of notice, the updated SLA will be considered as accepted and in effect. If the customer does not agree to the updated SLA, the usage of the service must cease before the effective date of the changes.

This SLA is subject to Austrian law. For any disputes arising from or in connection with the SLA, the jurisdiction of the competent court in Graz is deemed to be agreed.

The original agreement has been executed in the English language, and only the English version shall be legally binding in the event of any questions of interpretation or ambiguity.