6. Maintenance
Ovaloop may perform maintenance with reasonable notice.
Emergency maintenance may be performed immediately where required.
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") defines Ovaloop's service commitments and support targets for subscribed customers.
1. Purpose
This SLA defines Ovaloop's service commitments for subscribed customers.
2. Service Availability
Target uptime:
•Production Platform: 99.5% Monthly Uptime
Scheduled maintenance is excluded from uptime calculations.
3. Support Hours
Standard Support:
Monday – Friday
8:00 AM – 6:00 PM (WAT)
Emergency incidents may be handled outside business hours.
4. Incident Priorities
Priority 1 (Critical)
•Examples:
•Complete service outage
•Inability to process sales
•Database failure
Response Target: Within 2 hours
Priority 2 (High)
•Examples:
•Major feature unavailable
•Significant operational impact
Response Target: Within 8 hours
Priority 3 (Medium)
•Examples:
•Feature malfunction with workaround available
Response Target: Within 24 hours
Priority 4 (Low)
•Examples:
•Cosmetic issues
•Minor bugs
•General inquiries
Response Target: Within 72 hours
5. Excluded Events
The following do not count toward uptime calculations:
•Force majeure events
•Internet provider outages
•Third-party provider failures
•Customer-side hardware issues
•Scheduled maintenance
6. Maintenance
Ovaloop may perform maintenance with reasonable notice.
Emergency maintenance may be performed immediately where required.
7. Backups
Ovaloop performs periodic backups of production data.
Backup schedules and restoration procedures are subject to operational requirements.
8. Service Credits
Unless expressly agreed in writing, service credits are not automatically provided.
Enterprise customers may negotiate separate service credit arrangements.
9. SLA Modifications
Ovaloop may update this SLA from time to time.