Service Level Agreement
Last updated: January 1, 2025
## Service Level Agreement
This SLA defines uptime guarantees and support commitments for OnePOS.
Uptime Guarantees
Lite Plan - Uptime SLA: 99.5% monthly uptime - Downtime Allowance: ~3.6 hours per month - Measurement: Calculated monthly, excludes scheduled maintenance
Premium Plan - Uptime SLA: 99.99% monthly uptime - Downtime Allowance: ~4.4 minutes per month - Measurement: Calculated monthly, excludes scheduled maintenance
Exclusions
Uptime guarantees do not cover: - Scheduled maintenance (announced 7 days in advance) - Force majeure events - Issues caused by third-party services (payment providers, ISPs) - Customer-induced outages (incorrect configurations, API abuse)
Support Response Times
Lite Plan - Hours: Monday-Friday, 9-17 CET - First Response: Within 24 hours - Channels: Email
Premium Plan - Hours: Monday-Friday, 8-20 CET - First Response: Within 4 hours - Channels: Email, Phone, Slack
Incident Priorities
- P1 (Critical): Service completely unavailable → 1 hour response (Premium only)
- P2 (High): Major functionality impaired → 4 hours response
- P3 (Medium): Minor functionality affected → 24 hours response
- P4 (Low): Cosmetic issues, questions → Best effort
Service Credits
If we fail to meet SLA commitments, you may be eligible for service credits: - Below 99.99% (Premium) or 99.5% (Lite): 10% monthly fee credit - Below 99%: 25% monthly fee credit - Below 98%: 50% monthly fee credit
Credits must be requested within 30 days of the incident.
Deployment Windows
- Lite: Deployments may occur anytime (zero-downtime where possible)
- Premium: Deployments scheduled during off-peak hours with 48-hour notice
Contact
For SLA questions or to report incidents, contact: post@2izii.com