This document forms part of the Terms of Service and describes the level of service NexxoSync aims to provide and the support available to Customers.
Unless an Order Form signed by both parties expressly provides otherwise, the figures in this document are targets, not guarantees, and do not give rise to service credits or compensation. We state them as targets because we prefer to commit to what we can measure and keep.
01Availability target
NexxoSync operates with a monthly availability target of 99.5% for the application and the synchronization engine, measured over the total minutes of each calendar month, excluding the events listed in What does not count as unavailability.
The Service is unavailable when, because of a failure on our side, the application cannot be accessed or the synchronization engine does not process any work for any Customer. Delays in processing, a single failing Integration or a degraded feature are incidents, but not unavailability.
Some Plans may display a higher availability figure. Unless an Order Form provides otherwise, that figure is also a target, on the same terms as this document.
03Maintenance
Most updates are deployed without interrupting the Service and require no notice.
Scheduled maintenance that we expect to interrupt the Service is announced at least forty-eight (48) hours in advance, by email to the account address or by a notice in the application, and is carried out where possible at times of low usage.
Urgent interventions for security or data-integrity reasons may be carried out without notice. In that case we will inform affected Customers as soon as the situation is under control.
04Pending work during an interruption
Synchronization work is processed through a queue. When the Service is interrupted, work already queued is designed to resume once operation is restored, at the pace allowed by the Customer's Plan and by each Third-Party Platform. After a long interruption, catching up may take time proportional to the size of the catalog and the length of the outage.
Events that a Third-Party Platform sends while the Service is unreachable depend on that platform's own retry policy; some may not be delivered again. Jobs that fail repeatedly are held for review in the application, where the Customer can retry or dismiss them. After a prolonged incident, the Customer should check its Integrations and, where needed, run a resynchronization.
05Incident communication
When an incident affects the Service broadly, we will inform affected Customers by notice in the application and/or by email, with what is happening and, once known, the expected resolution. If we publish a status page, we will use it as well and link to it from the site.
When an incident affects only a Workspace — for example, a Connection whose authorization expired or a flow that keeps failing — the application shows it in the run history and alerts, and may notify the account email.
Security incidents involving personal data are handled under our incident-response procedure and notified as described in the Data Processing Agreement.
06Backups and recovery
We keep backups of the Service database. Backups are encrypted (AES-256) with a key that is separate from the database and kept outside the production server, and unencrypted dumps are not kept. A backup is taken, among other times, before each update of the platform.
Backups exist to recover the Service from a failure on our side — not to restore the data of an individual Workspace to a previous point in time on request, and not to restore data in Third-Party Platforms. We do not commit to a specific recovery point or recovery time unless an Order Form provides it.
Our backups do not replace yours. Changes the Service writes to your stores, marketplaces or ERP live in those systems; keep your own backups there, as the Terms of Service require.
07Support channels
Support is provided by email at [email protected], in English and Spanish, on business days (Monday to Friday, excluding public holidays in Argentina). Write from the account email and include the Workspace name and, where relevant, the Integration, the run or the error message.
What support includes
- Diagnosis of synchronization errors and of failures attributable to the Service.
- Guidance on configuring Connections, Integrations, flows, rules and Assistants.
- Help interpreting the run history, alerts and error messages.
What support does not include
- Custom development, integration work or data migration.
- Administration of the Customer's stores, marketplaces, ERP, hosting or other plugins and modules.
- Dealings with Third-Party Platforms about the Customer's account, listings, sanctions or app approvals.
- Loading, cleaning or correcting the Customer's catalog.
- Commercial, tax or legal advice.
08Response targets
We aim to send a first response within the following times, counted in business hours from receipt of the request:
| Plan | Channel | First-response target |
|---|---|---|
| Free | Best effort, no committed time | |
| Paid Plans | Two (2) business days | |
| Plans that include priority support | Email, handled ahead of the queue | One (1) business day |
| Enterprise / Order Form | As agreed | As set in the Order Form |
Requests about an incident that stops all Integrations of a paid Workspace because of a failure on our side are handled with precedence over other requests, regardless of Plan.
A first-response target is not a resolution time. Resolution depends on the nature of the problem and, when the cause lies in a Third-Party Platform, on that platform's response.
09Service credits
No service credits, refunds or other compensation are owed for failing to meet a target in this document, unless your Plan or an Order Form signed by both parties expressly provides them in writing. Where they are provided, the terms, thresholds and claim procedure stated there apply, and those credits are the Customer's sole and exclusive remedy for the unavailability they cover, without prejudice to the rights that mandatory law grants to consumers.
This does not affect the Customer's right to terminate under the Terms of Service in case of a material breach by us.