Service Level Agreement

Last Updated: 2026-01-26

Quick Overview

OKR Agent commits to specific uptime and response times based on your subscription tier. If we fail to meet these commitments, you may be eligible for service credits.

1. Uptime Commitment by Tier

We guarantee different levels of service availability depending on your subscription plan:

Tier Uptime Commitment Allowed Downtime/Year Monthly Downtime Allowance
Starter 99.5% ~36 hours ~3.6 hours
Growth 99.9% ~8.7 hours ~43 minutes
Scale 99.95% ~4.3 hours ~21 minutes
Enterprise 99.99% ~52 minutes ~4 minutes

How Uptime is Calculated

  • Measurement Period: Monthly billing cycle (1st to last day of month)
  • Uptime Definition: Successful HTTP responses from OKR Agent servers
  • Excluded: Scheduled maintenance, force majeure events, third-party outages
  • Monitoring: Independent third-party monitoring service

2. Response Times by Tier

We commit to specific response times for customer support inquiries:

Tier Initial Response Time Resolution Target Support Channel
Starter 48 business hours 5 business days Email only
Growth 24 business hours 3 business days Email + Slack
Scale 8 business hours 2 business days Email + Slack + Priority Queue
Enterprise 4 business hours 1 business day Dedicated support + Phone

Response Time Details

  • Business Hours: Monday-Friday, 9:00-17:00 [CET/CEST] (excluding German public holidays)
  • Initial Response: First acknowledgment of your inquiry
  • Resolution: Time to resolve the issue (may require multiple interactions)
  • Critical Issues: Higher priority for service outages affecting core functionality

3. Credits for Outages

If we fail to meet our uptime commitment, you may be eligible for service credits:

Credit Calculation

Actual Monthly Uptime Credit Percentage Credit Type
Below 99.5% (Starter tier) 10% Service credit
Below 99.0% (Starter tier) 20% Service credit
Below 99.9% (Growth tier) 10% Service credit
Below 99.5% (Growth tier) 25% Service credit
Below 99.95% (Scale tier) 10% Service credit
Below 99.9% (Scale tier) 25% Service credit
Below 99.99% (Enterprise tier) 10% Service credit

Credit Details

  • Application: Credits are applied to your next invoice
  • Maximum Credit: Credits will not exceed 100% of your monthly fee
  • No Cash Refunds: Credits are applied as service credits only
  • Request Required: You must request credits within 30 days of the outage

How to Request Credits

To request service credits for an outage:

  1. Contact [SUPPORT_EMAIL] within 30 days of the outage
  2. Include your account name and the date/time of the outage
  3. We will verify the outage and calculate applicable credits
  4. Credits will be applied to your next invoice within 5 business days

4. Scheduled Maintenance

Maintenance Windows

We perform routine maintenance to maintain and improve OKR Agent:

Tier Maintenance Window Advance Notice Frequency
Starter / Growth Sunday, 02:00-06:00 [CET] 7 days Monthly
Scale Sunday, 02:00-06:00 [CET] 7 days Monthly
Enterprise Custom (mutually agreed) 14 days As needed

Maintenance During Window

  • Downtime during scheduled maintenance windows does not count against uptime SLA
  • We will provide advance notice via email and Slack message
  • Maintenance windows may be rescheduled upon customer request (Enterprise only)
  • We aim to complete maintenance within the scheduled window but cannot guarantee zero downtime

Emergency Maintenance

  • Critical security updates may be performed without advance notice
  • Emergency maintenance will be scheduled during low-traffic hours when possible
  • We will notify customers as soon as practicable after emergency maintenance begins
  • Credits may be issued for emergency maintenance exceeding 2 hours

5. Exclusions from SLA

The following situations are excluded from SLA calculations and do not qualify for service credits:

Force Majeure

  • Natural disasters (earthquakes, floods, fires, storms)
  • War, terrorism, or civil unrest
  • Government actions or regulations
  • Internet infrastructure failures beyond our control

Third-Party Services

  • Slack API outages or degradations
  • Data warehouse provider outages (Snowflake, BigQuery, etc.)
  • AI provider outages (OpenAI)
  • Payment processor outages
  • Cloud provider outages (AWS, GCP, Azure)

Customer Actions

  • Customer's data warehouse configuration issues
  • Customer's Slack workspace configuration
  • Customer's network or internet connectivity
  • Customer exceeding fair usage limits
  • Malicious or abusive use by customer

Beta Features

  • Features marked as "Beta" or "Experimental"
  • Features in development or early access
  • Features with less than 30 days of general availability

6. SLA Measurement

Monitoring Method

Uptime is measured using:

  • Third-Party Monitoring: Independent external monitoring service
  • Multiple Locations: Probes from geographically diverse locations
  • 1-Minute Intervals: Checks performed every 60 seconds
  • HTTP Status Codes: Successful responses = 200-399 status codes

Uptime Reporting

  • Monthly uptime reports available in customer dashboard
  • Real-time status page at [STATUS_PAGE_URL]
  • Historical uptime data available upon request

Disputes

If you believe our SLA measurement is incorrect:

  1. Contact [SUPPORT_EMAIL] within 30 days
  2. Provide evidence supporting your claim (e.g., monitoring data)
  3. We will review and respond within 10 business days
  4. If dispute cannot be resolved, both parties agree to independent third-party audit

7. Additional Commitments

Data Protection

  • Backup Frequency: Daily backups retained for 30 days
  • RPO: Recovery Point Objective = 24 hours (maximum data loss)
  • RTO: Recovery Time Objective = 4 hours (time to restore service)

Security Patches

  • Critical Patches: Applied within 72 hours of availability
  • High Patches: Applied within 7 days
  • Normal Patches: Applied within 30 days or during next maintenance window

8. Contact

For SLA-related inquiries or to request service credits:

  • Support: [SUPPORT_EMAIL]
  • Status Page: [STATUS_PAGE_URL]
  • Emergency: [SUPPORT_EMAIL] (mark as urgent in subject line)

Note: Enterprise customers may negotiate custom SLA terms as part of their service agreement. Contact [SALES_EMAIL] for Enterprise inquiries.

Last Updated: 2026-01-26