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$pagetitle = "Service Level Agreement (SLA) | Nesvra";
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    <!-- ═══ HEADER SECTION ═══ -->
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                <i class="ri-shield-flash-line"></i> Enterprise Reliability
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            <h1 class="text-4xl md:text-5xl lg:text-6xl font-[400] tracking-tighter leading-[1.1] mb-4">
                Service Level <span class="italic font-serif text-brandOrange">Agreement</span>
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            <p class="text-white/70 text-sm md:text-base max-w-2xl mx-auto leading-relaxed">
                Our contractual commitment to infrastructure availability, rapid incident resolution, priority developer SLAs, and enterprise uptime.
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            <p class="font-mono text-[10px] uppercase tracking-widest text-white/40 mt-6">
                Version 3.2 · Effective Date: August 2026
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            <!-- 1. Overview -->
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                <h2 class="text-xl md:text-2xl font-bold text-royal tracking-tight mb-3">1. SLA Commitment Overview</h2>
                <p class="text-soft text-sm leading-relaxed">
                    This Service Level Agreement ("SLA") outlines the performance, uptime metrics, and response benchmarks provided by Nesvra LLC for all licensed enterprise software platforms, managed private cloud infrastructure, and dedicated Tech Team subscriptions.
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            <!-- 2. Uptime Metrics -->
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                <h2 class="text-xl md:text-2xl font-bold text-royal tracking-tight mb-4">2. Infrastructure Uptime Guarantee</h2>
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                        <span class="font-mono text-3xl font-bold block text-brandOrange">99.95%</span>
                        <span class="text-xs uppercase font-mono tracking-wider text-white/70 mt-1 block">Standard Cloud Tier</span>
                        <p class="text-[11px] text-white/60 mt-2">Maximum allowable monthly downtime: &lt; 21.6 minutes.</p>
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                    <div class="p-6 rounded-2xl bg-royal text-white text-center">
                        <span class="font-mono text-3xl font-bold block text-emerald-400">99.99%</span>
                        <span class="text-xs uppercase font-mono tracking-wider text-white/70 mt-1 block">Enterprise Multi-Region</span>
                        <p class="text-[11px] text-white/60 mt-2">Active-active failover with sub-second health checks.</p>
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                    <div class="p-6 rounded-2xl bg-[#F8F9FA] border border-zinc-200 text-center">
                        <span class="font-mono text-3xl font-bold block text-royal">100%</span>
                        <span class="text-xs uppercase font-mono tracking-wider text-soft mt-1 block">Self-Hosted / On-Prem</span>
                        <p class="text-[11px] text-soft mt-2">Client controls dedicated bare-metal infrastructure.</p>
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            <!-- 3. Severity & Incident Response Tiers -->
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                <h2 class="text-xl md:text-2xl font-bold text-royal tracking-tight mb-4">3. Incident Response Tiers & Target Resolution Times</h2>
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                                <th class="p-4">Severity Level</th>
                                <th class="p-4">Description</th>
                                <th class="p-4">Initial Response</th>
                                <th class="p-4">Continuous Remediation</th>
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                                <td class="p-4 font-bold text-red-600 font-mono">P1 — Critical</td>
                                <td class="p-4">Core platform down, payments halted, or complete service disruption.</td>
                                <td class="p-4 font-bold font-mono">&lt; 30 Minutes</td>
                                <td class="p-4 font-bold font-mono">24/7 War Room until resolved</td>
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                                <td class="p-4 font-bold text-brandOrange font-mono">P2 — Major</td>
                                <td class="p-4">Significant feature impairment without complete system downtime.</td>
                                <td class="p-4 font-bold font-mono">&lt; 2 Hours</td>
                                <td class="p-4 font-bold font-mono">Continuous business hours</td>
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                                <td class="p-4 font-bold text-blue-600 font-mono">P3 — Moderate</td>
                                <td class="p-4">Non-critical functional bug or administrative dashboard glitch.</td>
                                <td class="p-4 font-bold font-mono">&lt; 6 Hours</td>
                                <td class="p-4 font-bold font-mono">Next sprint release</td>
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                                <td class="p-4 font-bold text-zinc-500 font-mono">P4 — Low</td>
                                <td class="p-4">Cosmetic enhancement or general architectural advisory request.</td>
                                <td class="p-4 font-bold font-mono">&lt; 24 Hours</td>
                                <td class="p-4 font-bold font-mono">Standard roadmap schedule</td>
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            <!-- 4. Support Channels -->
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                <h2 class="text-xl md:text-2xl font-bold text-royal tracking-tight mb-3">4. Dedicated Support Channels</h2>
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                        <strong class="text-dark block mb-1 text-sm">Dedicated Slack / Discord War Room</strong>
                        <p class="text-soft text-xs">Direct instant communication with your assigned principal engineer and solutions architect.</p>
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                    <div class="p-5 rounded-2xl bg-[#F8F9FA] border border-zinc-100">
                        <strong class="text-dark block mb-1 text-sm">24/7 Critical Emergency Hotline</strong>
                        <p class="text-soft text-xs">Priority phone escalation for on-call DevOps engineers during P1 incidents.</p>
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            <!-- 5. Service Credits -->
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                    <h3 class="font-bold text-royal text-base">Service Credit Protection</h3>
                    <p class="text-soft text-xs mt-0.5">If monthly uptime drops below guaranteed thresholds, clients receive automatic service fee credits.</p>
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                <a href="contact.php" class="px-6 py-3 bg-royal text-white rounded-full font-semibold text-xs uppercase tracking-wider hover:bg-brandOrange transition-all whitespace-nowrap">
                    Request SLA Inquiry
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