Service Level Agreement (SLA)
Availability commitments, support targets, and service credits.
Last updated: 8/31/2025
1. Availability
Nest2App will use commercially reasonable efforts to provide 99.9% monthly uptime, excluding scheduled maintenance, force majeure, or downtime outside our reasonable control.
2. Support
Submit support requests via your admin portal or support email.
| Priority | Examples | Target First Response |
|---|---|---|
| P1 — Critical | Service unavailable, critical security incident | Within 4 business hours |
| P2 — High | Major feature impaired with no workaround | Within 1 business day |
| P3 — Normal | Minor feature issue, documentation questions | Within 2 business days |
3. Service Credits
If monthly uptime falls below 99.9%, customers may request service credits equal to a percentage of monthly fees. Credits are the sole and exclusive remedy for downtime under this SLA.
4. Exclusions
- Customer misuse or non-supported configurations
- Third-party software or network failures outside our control
- Force majeure events (e.g., natural disasters, widespread internet outages)
5. Updates
Nest2App may update this SLA from time to time. Updates will not reduce service commitments during an active subscription term.