Service Level Agreement

1. Scope

This Service Level Agreement (this "SLA") applies to the production OllieSafe Services made available under the Customer's subscription. It does not apply to beta, preview, free-tier, or sandbox environments; to third-party integrations not under OllieSafe's operational control; or to features explicitly labeled as preview or experimental.

2. Monthly uptime commitment

OllieSafe commits to a monthly uptime percentage of 99.5% for the production Services, measured calendar month by calendar month (UTC). Higher uptime tiers may be available under an executed enterprise order.

3. How availability is measured

Monthly Uptime Percentage is calculated as:

((Total Minutes in the Month − Downtime Minutes) ÷ Total Minutes in the Month) × 100

Downtime means continuous unavailability of the production Services lasting at least five (5) consecutive minutes, measured by OllieSafe's synthetic monitoring of the public marketing site and authenticated platform health-check endpoints, plus internal SLO monitors on the underlying compute, database, and identity-platform dependencies. Partial degradation (slow responses, single-feature outages, single-tenant configuration errors) does not count as Downtime under this SLA.

4. Service credit schedule

If OllieSafe fails to meet the monthly uptime commitment in any calendar month, Customer is eligible for a service credit equal to a percentage of the monthly subscription fee paid for the affected production Services for that month:

• Monthly Uptime ≥ 99.0% and < 99.5%: 10% service credit.
• Monthly Uptime ≥ 95.0% and < 99.0%: 25% service credit.
• Monthly Uptime < 95.0%: 50% service credit.

Service credits are Customer's sole and exclusive remedy for any failure to meet the uptime commitment.

5. Issuance of service credits

Service credits are issued as credits applied to a future OllieSafe invoice; they are not refundable as cash, except where required by applicable law. Service credits do not accrue interest, are not transferable to another customer account, and expire if not used within twelve (12) months of issuance.

6. Claim process

To claim a service credit, Customer must submit a written request to [email protected] within thirty (30) days after the end of the calendar month in which the SLA was not met. The request must include the Customer account identifier, the calendar month at issue, and a brief description of the impact observed. OllieSafe will confirm or deny the claim within ten (10) business days based on internal monitoring records, which control in case of any discrepancy with Customer-side measurements.

7. Exclusions

The uptime commitment does not apply to unavailability caused by:

• Scheduled maintenance. OllieSafe will use commercially reasonable efforts to perform scheduled maintenance during off-peak hours and to provide at least seventy-two (72) hours advance notice for windows that may cause unavailability. Notices are posted to the OllieSafe status page and emailed to administrative contacts on the account.
• Emergency maintenance. Maintenance required to remediate an active security incident, vulnerability, or integrity issue may be performed without advance notice and does not count as Downtime.
• Force majeure. Events outside OllieSafe's reasonable control, including natural disasters, war, terrorism, civil unrest, governmental action, internet backbone failures, and large-scale cloud-provider outages.
• Customer actions. Unavailability caused by Customer's misconfiguration, exceeding the documented limits of the Services, the Customer's identity provider, the Customer's network or device, or use of the Services in a manner inconsistent with the documentation or the Master Subscription Agreement.
• Third-party dependencies outside OllieSafe's control. Integrations or webhooks targeting third-party endpoints, or failures of third-party services not operated by OllieSafe.
• Beta, preview, or sandbox features. Features explicitly labeled as beta, preview, or sandbox are outside the SLA scope.

8. Support response targets

OllieSafe targets the following initial response times for support tickets opened by an authorized administrative contact, measured during the support window applicable to the Customer's subscription plan:

• Severity 1 — Production outage or critical security issue: 1 business hour.
• Severity 2 — Material feature degradation: 4 business hours.
• Severity 3 — Standard support request: 1 business day.
• Severity 4 — Documentation or how-to: 2 business days.

Support response targets are operational goals, not contractual SLAs, unless an executed enterprise order specifies otherwise. Twenty-four-by-seven support coverage may be available under an executed enterprise order.

9. Status page

The OllieSafe status page is the canonical source for current and historical incident information, scheduled maintenance windows, and post-incident reviews. Subscribe to status-page notifications to receive proactive incident notices.

10. Changes to this SLA

OllieSafe may update this SLA from time to time. Material changes will be communicated to current customers by email or in-app notice at least thirty (30) days before they take effect. The uptime commitment in effect at the start of a calendar month governs any service-credit claim for that month.

11. Contact

Service-credit claims, status-page incidents: [email protected]. SLA terms, redlines, executed copies: [email protected]. Security-incident notifications: [email protected].

Last updated

May 2026.