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This Service Level Agreement (“SLA”) for nOps, Inc. (“nOps”, “we”, or “us”) services (the “Service(s)”) sets forth the support service levels for every applicable nOps Service. This SLA may be updated from time to time.

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Service request definitions

  • Excused Downtime means the total number of minutes in the applicable month that the Services are unavailable due to or resulting from: (i) maintenance; (ii) force majeure events or other events beyond the reasonable control of nOps, including acts of God, natural disasters, epidemics, pandemics, terrorism, war, government actions, labor disputes, power failures, internet or telecommunications failures, or denial-of-service attacks; (iii) outages or failures of third-party cloud service providers (e.g., AWS, Azure, or Google Cloud) on which nOps relies; (iv) failures or unavailability of your own infrastructure; or (v) downtime authorized by you.
  • Impact means the extent of deviation from the normal service level, in terms of the number of users or business processes affected.
  • Issue means your communication to us via (i) a support ticket; (ii) an email addressed to support@nops.io; or (iii) a telephone call to a designated customer success manager, of an unscheduled or unanticipated incident that adversely affects the delivery of the Services.
  • Required Monthly Availability means the total number of minutes in the applicable month, minus the Excused Downtime and the Scheduled Downtime.
  • Response Time means our action in response to notification from you to us of an Issue.
  • Scheduled Downtime means the total number of minutes in any given month that the Services are unavailable due to our scheduled maintenance and repair.
  • Support Request means a request made to us for the purpose of initiating our assistance for a support-related activity or Issue.

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Severity and time-to-respond

At nOps, we collaborate closely with our customers to ensure that any reported technical or business issues are given the appropriate level of priority. Our response times and the steps we take to resolve your problem are determined based on an evaluation of how the reported technical issue impacts your business. The more significant the impact on your business, the higher the priority assigned to the issue. It is a common understanding between both parties that the customer has the authority to specify the priority of their service request. When a request is marked as high-priority, a designated nOps customer success manager (CSM) will be at your disposal to assist while we work on resolving the issue. The following guidelines are provided to assist you in determining the appropriate priority level.

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Help desk support

We will endeavor to provide the maintenance and support services set forth below as part of the nOps AWS marketplace subscription:
  • Our support help desk (“Help Desk”) is available between 12:00 AM ET and 8:00 PM ET, Monday through Friday. Support is provided in English.
  • We are available 24 hours per day, 7 days per week for Severity Level 1 Issues (as defined in the Issues Classification table below).
  • Support for Severity Level 1 issues during national holidays or off-hours (between 8:00 PM ET and 12:00 AM ET) and on weekends requires a phone call to your designated nOps CSM to engage support.
You may issue a Support Request by emailing the nOps Help Desk at support@nops.io. For all valid nOps subscriptions, you must create a Support Request for Severity Level 1, Severity Level 2, and Severity Level 3 issues. Registered users may create a support ticket by:
  • Submitting a Support Request through the in-app support chat.
  • Emailing the nOps Help Desk at support@nops.io.
  • Calling your designated CSM.
Issues communicated to any other nOps.io person or entity, or from an unregistered person, will be considered Severity Level 4 issues. By submitting a Support Request, you authorize the nOps technical support team to download or copy any data necessary for troubleshooting the reported issue. If you have concerns about this authorization, contact your nOps CSM. Communication directly with an account executive, project manager, engineer, or management contact is not covered by the Issue Response and Resolution Times chart below.

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Our support response and resolution commitment

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Issues classification

When submitting a ticket, use your best judgment to identify the severity of the issue. For a Severity Level 1 issue, you need not confirm with every user — a quick sanity check with a few colleagues in different locations (to rule out local internet issues) is sufficient. Upon engagement, the nOps support team will evaluate the situation and may, in its discretion, reclassify an issue to the appropriate level.

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Issue response and resolution times

We shall endeavor to provide the following response and resolution times:

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Services availability

nOps will use commercially reasonable efforts to provide a Required Monthly Availability of 99.9% for the nOps SaaS platform https://clara.nops.io (formerly app.nops.io). We will use commercially reasonable efforts to ensure the Services are available (i.e., accessible and usable) at the Required Monthly Availability.