This Master Service Agreement and Service Level Annex ("MSA/SLA") describes how Command Nexus, a company in formation ("Command Nexus," "we," "us") provides support for, and the service commitments attached to, the Command Nexus website, applications, APIs, and the Nexus Admin software (the "Service"). It is a self-serve annex incorporated into and governed by our Terms of Service — using the Service constitutes acceptance of this annex; we do not currently offer individually negotiated or countersigned service contracts.
Command Nexus is built and operated by a small, two-person team. Every commitment in this document is written to be honest about that: we commit to commercially reasonable effort, not enterprise-grade guarantees. If you need contractual guarantees beyond what is written here, email us before purchasing so we can tell you plainly whether we can meet them.
The Service includes the Command Nexus web application (ORBAT, members, operations, certifications, merit, training, billing), its APIs (including the Discord bot integration and the Nexus Admin control channel), and the Nexus Admin in-game server software. We provide the Service on a commercially reasonable efforts basis. We do not promise any specific uptime percentage (no "99.9%" or similar guarantee) and do not offer service credits for downtime, except where stated otherwise in a specific paid plan's terms.
We offer support through two channels, which are not equivalent:
A "support request" is a question about your account, billing, or a suspected defect in the Service. Feature requests and general feedback are welcome at the same address but are not subject to the response-time target above and are addressed at our discretion.
We perform maintenance, updates, and deployments on an ongoing basis, generally without advance notice for routine changes, since most updates are backward-compatible and low-impact. Where we expect a maintenance window to cause noticeable downtime, we will make a reasonable effort to give advance notice through the Service or by email. We may also change or discontinue individual features of the Service, consistent with the Terms of Service.
How we handle your data is described in our Privacy Policy and, for organizations that need one, our Data Processing Agreement. In summary, our security practices include hashed passwords, encrypted transport (HTTPS), tenant-isolated data access, hardened session cookies, brute-force login throttling, and re-encoding of uploaded images before storage. These are the actual measures in place today, not aspirational goals — we will update this section if that changes materially.
Some parts of the Service — most notably the Nexus Admin in-game mod, its overlay tooling, and newly released modules — are offered on a beta or experimental basis. For these features specifically:
This annex is effective for as long as you use the Service and is governed by, and subject to the termination provisions of, the Terms of Service. If anything in this annex conflicts with the Terms of Service, the Terms of Service control, except where this annex is more specific about support or service commitments, in which case this annex controls for that topic.
We may update this annex. When a change is material, we publish the new version in our Legal Center with a new effective date and, where required, ask you to re-accept it the next time you sign in or check out.
Questions about support or service commitments: email commandnexusproducts@gmail.com, our official channel of record. This annex is governed by the laws of the State of [U.S. STATE — set on LLC formation], United States, in the same manner as our Terms of Service.