Service Level Agreement (SLA)
Our Commitment to Uptime
We guarantee 99.9% uptime for Office 1 Solution.
Service Availability
Uptime Guarantee
We commit to maintaining 99.9% uptime for the Service, measured monthly.
| Uptime Percentage | Maximum Downtime per Month | Service Credit |
|---|---|---|
| ≥ 99.9% | 43.2 minutes | No credit |
| 99.0% – 99.89% | 43.2 – 7.2 hours | 10% monthly fee |
| 95.0% – 98.99% | 7.2 – 36 hours | 25% monthly fee |
| < 95.0% | > 36 hours | 50% monthly fee |
Exclusions from Uptime Calculation
Downtime caused by the following is excluded:
- Scheduled maintenance (announced 7 days in advance)
- Emergency maintenance (security-related)
- Issues caused by customer’s systems or networks
- Force majeure events
- Customer’s violation of Terms of Service
- Third-party service failures beyond our control
Scheduled Maintenance
- Frequency: Monthly maintenance windows
- Timing: Typically Saturday 2:00 AM – 6:00 AM (your time zone)
- Notice: 7 days advance notice via email and in-app notification
- Duration: Maximum 4 hours per month
Support Response Times
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 1 hour | 4 hours |
| High | Major functionality impaired | 4 hours | 24 hours |
| Medium | Minor functionality issue | 1 business day | 3 business days |
| Low | General questions, feature requests | 2 business days | Best effort |
Support Hours
- Standard Plan: 9 AM – 6 PM ET, Monday – Friday
- Premium Plan: 24/7 support for Critical issues
- Enterprise Plan: 24/7 priority support, dedicated account manager
Performance Metrics
Response Time
- Page Load: < 2 seconds (95th percentile)
- API Response: < 500ms (95th percentile)
Data Backup
- Frequency: Daily automated backups
- Retention: 30 days
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 24 hours
Service Credits
How to Claim
To receive a service credit:
- Submit a claim within 30 days of the incident
- Email [email protected] with:
- Account details
- Date and time of downtime
- Description of impact
- We will investigate and respond within 10 business days
Credit Limitations
- Maximum credit: 50% of monthly subscription fee
- Credits applied to future billing cycles
- No cash refunds for service credits
- Credits expire after 12 months
Monitoring and Reporting
We provide:
- Status Page: Real-time service status at status.office1solution.com
- Incident Reports: Detailed post-mortems for major incidents
- Monthly Reports: Uptime and performance metrics
Security Incidents
In the event of a security incident:
- Notification within 72 hours of discovery
- Detailed incident report provided
- Remediation plan and timeline
Changes to SLA
- We may update this SLA with 30 days’ notice
- Material changes require customer acceptance
- SLA improvements take effect immediately
SLA Questions or Issues
📧 Email: [email protected]
🔔 Status: status.office1solution.com
📞 Critical Issues: [24/7 Support Number]