1. Scope
This SLA applies to production instances of the Opsole SaaS platform. It does not apply to beta features, sandbox environments, or free plans unless explicitly stated.
2. Availability
We target a Monthly Uptime Percentage of 99.9%. Uptime is measured excluding Scheduled Maintenance, Emergency Maintenance, and Excluded Downtime defined below.
3. Maintenance
- Scheduled Maintenance: advance notice provided, typically outside peak hours.
- Emergency Maintenance: performed as needed to address critical issues or security vulnerabilities.
4. Support
- Support Hours: business days, 9:00–18:00 in the primary support region.
- Channels: support portal and email.
- Severities: P1 Critical, P2 High, P3 Normal, P4 Low.
5. Incident Response Targets
| Severity | First Response | Update Cadence |
|---|---|---|
| P1 Critical | 1 business hour | Every 2 hours until mitigated |
| P2 High | 4 business hours | Every business day |
| P3 Normal | 1 business day | As progress occurs |
| P4 Low | 2 business days | As appropriate |
6. Service Credits
If we fail to meet the uptime target, Customers on eligible plans may request service credits as described in their ordering document. Credits are the sole and exclusive remedy for SLA breaches.
7. Exclusions
The SLA does not apply to downtime or issues caused by factors outside our reasonable control; Customer or third‑party systems; beta or experimental features; misuse; or violations of the Terms.
8. Changes
We may update this SLA. Material changes will be communicated by posting an updated version and changing the date above.
9. Contact
SLA questions? Contact [email protected].