Legal
Service Level Agreement
This Service Level Agreement (“SLA”) sets out OLISE’s availability commitment and the service credits a Customer may claim if we fall short. This SLA is incorporated into the Terms of Service for Customers on Professional and Enterprise plans. Starter plans receive best-effort availability without service credits.
1. Scope and eligibility
The SLA applies to the production OLISE Service running at olise.ai and the API endpoints under api.olise.ai. It does not cover beta or preview features, sandbox environments, or features explicitly marked “Experimental”.
A Customer is eligible to claim credits if (a) it is on a Professional or Enterprise plan, (b) its account is in good standing (no overdue invoices, no AUP violation), and (c) it submits a claim within 30 days of the incident.
2. Uptime commitment
OLISE targets 99.9% Monthly Uptime for the Service.
3. How uptime is measured
“Monthly Uptime Percentage” is calculated for each calendar month as:
(Total Minutes − Unavailable Minutes) ÷ Total Minutes × 100
“Unavailable Minutes” means consecutive whole minutes during which the Service returns 5xx errors for more than 50% of synthetic-monitor probes from at least two geographic regions, excluding the events listed in Section 6.
4. Maintenance windows
We announce planned maintenance at least 7 days in advance. We schedule maintenance during off-peak hours (Sunday 02:00–05:00 UTC) whenever possible. Maintenance announced in advance is excluded from Unavailable Minutes. Emergency security maintenance may occur without advance notice; we will communicate as soon as practicable and will count emergency downtime against the SLA only if it exceeds 30 minutes in any month.
5. Service credits
If we miss the uptime commitment, the Customer may claim a service credit applied to the next monthly invoice:
| Monthly uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee for the affected Service |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
Maximum credit in any single month is 50% of the monthly fee for the affected Service. Service credits are the Customer’s sole and exclusive remedy for any failure to meet the SLA.
6. Exclusions
The following are excluded from Unavailable Minutes:
- Scheduled maintenance announced as required by Section 4.
- Force-majeure events as defined in the Terms of Service.
- Outages caused by Customer’s acts or omissions (including misconfiguration, invalid credentials, exceeding rate limits).
- Outages caused by third-party services or networks beyond OLISE’s reasonable control (Customer’s ISP, the public switched telephone network, integrated SaaS providers configured by the Customer).
- Suspension of the Service per the AUP, the Terms of Service, or for non-payment.
- Beta or experimental features, sandbox environments, and features marked as preview.
- Outages that did not result in errors at the OLISE edge.
7. Claim process
Submit a claim by emailing sla@olise.ai within 30 days of the incident. Include (a) the affected workspace ID, (b) dates and times of the unavailability, (c) supporting evidence (request IDs, logs, screen captures). We will validate against our records and apply approved credits to the next invoice. Determinations are made in good faith based on OLISE monitoring data.
8. Support response targets
| Severity | Definition | Target | Plan |
|---|---|---|---|
| Sev 1 — Critical | Service unavailable in production | 1 hour, 24×7 | Professional, Enterprise |
| Sev 2 — High | Significant degradation; no workaround | 4 hours, business hours | Professional, Enterprise |
| Sev 3 — Normal | Minor degradation or workaround available | 1 business day | All paid plans |
| Sev 4 — Low | Question or feature request | 2 business days | All paid plans |
9. Status page
Real-time service status, incident history, and post-mortems are published at status.olise.ai. Subscribe for incident notifications by email or webhook.
Questions? legal@olise.ai