Service levels
This covers the relay service we operate. It is written so that nobody has to guess what we are promising, and it promises less than most such pages, because we would rather be believed.
What the relay is for
A relay introduces two machines that cannot reach each other directly. Machines on the same subnet that Windows Firewall lets reach each other, or a site running its own relay, do not depend on it at all — so an outage here does not stop an engineer in a hospital reaching those machines in that hospital. Where the firewall blocks the direct path, the session needs the relay.
What we aim for
| Availability | 99.5% a month, measured as the relay accepting connections |
|---|---|
| Planned maintenance | Announced at least 48 hours ahead, at quiet hours, and excluded from the figure above |
| Answering a service problem | Within one working day |
| Security fixes | As fast as we can, and we publish what happened afterwards — see the disclosure policy |
An aim, not a guarantee. While the service is free of charge we offer no contractual uptime guarantee and no service credits. If you need one, a relay of your own gives you a better answer than any promise we could write here.
Run your own instead
The relay is a single small program you can run on your own server, on your own network, with no dependency on us. For a hospital that needs remote support to keep working when its internet does not, that is the right answer, and it is why the software is built to allow it.
Support
Write to hello@nelkira.com. We answer during business hours in Bangladesh. Security reports go to security@nelkira.com and are looked at the same day.