Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes the availability commitment, support targets, and service credits Nodezap provides to customers on eligible paid plans. It forms part of your agreement with Nodezap, Inc. and supplements our Terms of Service.
2. Uptime commitment
Nodezap targets 99.9% monthly uptime for the Team plan and 99.99% for Enterprise, measured as the percentage of time the platform is available in a calendar month, excluding Scheduled Maintenance and events outside our reasonable control.
| Plan | Uptime target | Support response (first) |
|---|---|---|
| Free | Best effort | Community |
| Team | 99.9% | Within 1 business day |
| Enterprise | 99.99% | Within 1 hour (P1) |
3. Support severity levels
- P1 — Critical: Platform unavailable or workflows not running for all users.
- P2 — High: Major feature impaired with no reasonable workaround.
- P3 — Normal: Minor issue or degraded behavior with a workaround.
- P4 — Low: Question, feature request, or documentation issue.
4. Scheduled maintenance
We may perform maintenance that briefly affects availability. Where downtime is expected, we provide advance notice and aim to schedule it during off-peak windows. Scheduled Maintenance is excluded from uptime calculations.
5. Service credits
If we fail to meet the uptime target for your plan in a calendar month, you may request a service credit applied to a future invoice:
| Monthly uptime | Service credit |
|---|---|
| Below target but ≥ 99.0% | 10% of monthly fee |
| 99.0% – 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
6. Exclusions
- Factors outside our reasonable control, including third-party systems you connect
- Issues caused by your configuration, code, or misuse of the Services
- Free/trial usage and beta features
- Scheduled Maintenance and pre-notified emergency maintenance
7. Claiming credits & contact
To request a credit, email support@nodezap.com within 30 days of the affected month with relevant details. Credits are your sole remedy for availability shortfalls. Questions about this SLA? Contact support@nodezap.com.