Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes the availability commitments and support response times for NodeZap products. This SLA applies to paid subscription plans only and is subject to our Terms of Service.
2. Definitions
| Term | Definition |
|---|---|
| Downtime | A period where the core functionality of the Service is unavailable or materially degraded, as measured by our monitoring systems. |
| Scheduled Maintenance | Planned maintenance windows communicated at least 48 hours in advance. |
| Business Day | Monday through Friday, 9:00–18:00 UTC, excluding public holidays. |
3. OpsLink
OpsLink is built and hosted entirely on Atlassian Forge. All data processing, storage, and execution occurs within Atlassian's infrastructure.
Availability
OpsLink's availability is dependent on the Atlassian Forge platform. We do not provide an independent uptime guarantee, as the application runs within Atlassian's managed environment. Atlassian's own platform availability governs the availability of OpsLink.
We commit to ensuring that OpsLink's application logic — including webhook ingestion, issue creation, deduplication, and auto-resolution — functions correctly whenever the underlying Atlassian Forge platform is operational.
Support Response Time
We respond to all support requests within 2 business days. To report an issue or ask a question, contact support@nodezap.com.
Exclusions
The following are outside the scope of this SLA:
- Downtime or degradation of the Atlassian Forge platform, Jira, or Atlassian's API infrastructure
- Failures in upstream monitoring tools (Grafana, Prometheus, Alertmanager) or their webhook delivery
- Webhook payloads that do not conform to supported formats
- Rate limiting applied by Atlassian to your Jira instance
- Scheduled Maintenance windows
- Issues caused by your equipment, software, or network connections
- Features labeled as beta, preview, or experimental
4. SLA Modifications
We may update this SLA from time to time. Changes will be posted with an updated "Last Updated" date. Material changes that reduce service commitments will be communicated at least 30 days in advance. Continued use of our products after changes constitutes acceptance.
5. Contact
For SLA-related questions or to report an issue:
- Email: support@nodezap.com