Customer commitments
Support & Service Level Agreement
What happens when something breaks at 4:45 pm on a funding day — who answers, how fast, and what it costs us if we miss.
Uptime commitment
99.9%
monthly, excl. maintenance
Sev-1 response
15 min
24/7 on-call
Support hours
6am–6pm PT
Mon–Fri + on-call
Data recovery point
≤ 5 min
point-in-time restore
How to reach us
Escalate by severity, not by volume
In-app, 24/7. Resolves configuration and how-to questions instantly.
support@nexusmortgageos.com or the in-app support form. Covered by the response targets below.
Direct phone/SMS bridge for Sev-1 during business hours, on-call after hours.
Quarterly business reviews, migration oversight, roadmap input.
Escalation path
Any customer can escalate; no gatekeeping
- 1. Ticket filed — auto-acknowledged with a ticket ID and a severity assignment you can dispute.
- 2. Support engineer — owns the ticket end-to-end and posts updates at the cadence for that severity.
- 3. Platform on-call — auto-paged for any Sev-1 and for a Sev-2 that misses its resolution target.
- 4. Platform owner — reachable directly at support@nexusmortgageos.com for any ticket open past target; responds same business day.
Severity definitions and targets
Business hours are 6am–6pm PT, Mon–Fri excluding US holidays
| Severity | Definition | First response | Update cadence | Resolution target |
|---|---|---|---|---|
| Sev-1 · Critical | Platform unavailable, or a funded/closing loan is blocked for the whole workspace. No workaround. e.g. Sign-in down, pipeline not loading, closing docs cannot be generated, data visible across tenants. | 15 minutes | Every 30 minutes | Continuous work until restored |
| Sev-2 · High | A core module or vendor integration is broken for multiple users, with a painful or partial workaround. e.g. Credit orders failing, AUS submissions erroring, e-sign envelopes not delivering, disclosures mis-timing. | 1 business hour | Twice daily | 1 business day |
| Sev-3 · Normal | A single user or non-blocking function is impaired; work continues. e.g. A report column wrong, a workflow rule not firing, UI defect, permission question. | 4 business hours | Every 2 business days | 5 business days |
| Sev-4 · Request | How-to questions, configuration help, training, and feature requests. e.g. New workflow build, added user seat, template change, roadmap ask. | 1 business day | Weekly | Scheduled with you |
Uptime credits
Requested within 30 days of the affected month
| Monthly uptime | Service credit |
|---|---|
| 99.9% – 100% | None — target met |
| 99.0% – 99.89% | 5% of monthly fee |
| 95.0% – 98.99% | 15% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Credits are applied to the next invoice and are the exclusive remedy for missed availability. Excluded: scheduled maintenance, force majeure, third-party vendor outages (credit bureaus, AUS, e-sign), and issues caused by customer configuration or credentials.
Maintenance windows
Announced in-app and by email
- Standard window: Sundays 10pm–1am PT. Most deploys are zero-downtime and ship outside this window without interruption.
- Notice: 72 hours for any maintenance expected to interrupt service; 7 days for anything affecting closing or disclosure functions.
- Freeze periods: no planned maintenance on month-end business days, when funding volume peaks.
- Emergency patches: security fixes may ship immediately, with notice sent after the fact.
This policy is incorporated into the Master Subscription Agreement. Enterprise customers may negotiate custom targets.