Service Level Agreement
This Service Level Agreement ("SLA") sets out our availability commitment for the Omnir platform and the service credits available if we fail to meet it. It applies to all paid subscriptions in good standing.
Template notice: this document is structural placeholder wording provided with the site build. It is not legal advice. Have it reviewed by qualified counsel and adapted to your jurisdiction before relying on it.
1.Availability commitment
We commit to making the Service available at least 99.9% of the time in each calendar month, measured as described below. Contractual enforcement of this commitment, including the credits set out here, applies to Business plan subscriptions; other plans receive the same operational target on a best-efforts basis.
2.How availability is measured
Monthly Uptime Percentage is the total minutes in the month, minus Downtime minutes, divided by total minutes in the month. "Downtime" means a period of five or more consecutive minutes during which the Service is unavailable to all users, as recorded by our monitoring systems.
3.Service credits
If we fall below the commitment in a calendar month, you may claim a credit against a future invoice, calculated as a percentage of the monthly fee for the affected subscription:
Monthly Uptime Percentage Service credit 99.9% or above No credit 99.0% to below 99.9% 10% of monthly fee 95.0% to below 99.0% 25% of monthly fee Below 95.0% 50% of monthly fee 4.Claiming a credit
Submit a claim to support within thirty days of the end of the affected month, including the dates and times of the incident and any logs you hold. We will confirm the outcome within thirty days of receipt. Credits are applied to a future invoice, are not refundable in cash, and may not exceed the monthly fee for the affected month.
5.Exclusions
Downtime does not include unavailability caused by: scheduled maintenance announced at least forty-eight hours in advance; emergency maintenance required to preserve security or integrity; factors outside our reasonable control, including internet or infrastructure failures beyond our network; your equipment, software, or network; your use of the Service in breach of the Agreement or the Acceptable Use Policy; or suspension carried out in accordance with the Master Subscription Agreement.
6.Maintenance windows
Scheduled maintenance is performed where practical outside 08:00–18:00 Pacific Time on business days, and we aim to keep it under four hours per month.
7.Sole remedy
Service credits are your sole and exclusive remedy for any failure to meet the availability commitment in this SLA.
Version history
This is version 1.0, effective 1 September 2026. Superseded versions remain available on request, and we retain a record of which version was in force at the time each subscription was accepted.
Contact
Questions about this document? Email felipe@omnir.net.