PrivacyOps Service Level Agreement — Print
PrivacyOps
Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") is issued by PrivacyOps and applies to all customers under a valid subscription agreement. It governs platform availability, incident response obligations, credit entitlements, and support commitments.
This SLA is incorporated by reference into all PrivacyOps subscription agreements. In the event of conflict between this SLA and a signed agreement, the signed agreement prevails.
2. Uptime Commitment
PrivacyOps commits to maintaining platform availability of 99.5% per calendar month, measured as:
Uptime % = ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
Downtime means the platform is completely unavailable or returns errors for more than 50% of requests over a continuous 5-minute period, as measured by PrivacyOps's internal monitoring systems.
| Uptime % | Max Downtime / Month | Status |
|---|---|---|
| ≥ 99.5% | ≤ 3.6 hours | SLA Met |
| 99.0% – 99.49% | 3.6 – 7.2 hours | Minor Breach |
| 98.0% – 98.99% | 7.2 – 14.4 hours | Moderate Breach |
| 95.0% – 97.99% | 14.4 – 36 hours | Significant Breach |
| < 95.0% | > 36 hours | Severe Breach |
3. Incident Response Times
Incidents are classified by severity. Response time is measured from the moment PrivacyOps acknowledges the incident report. Resolution time is a target, not a guarantee.
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Platform completely unavailable. All users affected. Data processing halted. | 1 hour | 4 hours |
| P2 — High | Core functionality severely degraded. Majority of users impacted. No workaround. | 4 hours | 8 hours |
| P3 — Medium | Non-critical feature unavailable or degraded. Workaround available. | 8 hours | 3 business days |
| P4 — Low | Minor issue, cosmetic defect, or general enquiry. No operational impact. | 2 business days | Next release |
P3 and P4 response times apply during business hours (09:00–18:00 ET, Monday–Friday, excluding US federal holidays). P1 and P2 incidents are handled 24/7.
4. SLA Credits
If PrivacyOps fails to meet the 99.5% monthly uptime commitment, the affected customer is entitled to a service credit as a percentage of the monthly fee for the affected month.
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 98.0% – 98.99% | 10% |
| 95.0% – 97.99% | 20% |
| < 95.0% | 30% |
Credit Conditions
- Credits must be claimed within 30 days of the end of the affected month by submitting a written request to [email protected].
- Credits are applied as a deduction against the next monthly invoice.
- Credits are the sole and exclusive remedy for SLA breaches. They do not constitute a refund and have no cash value.
- Maximum total credit in any calendar month is 30% of the monthly fee, regardless of the number or duration of incidents.
- Credits are not payable if the customer's account is in arrears at the time of the claim.
5. Maintenance Windows
Scheduled Maintenance
Performed during low-traffic windows: Saturdays 02:00–06:00 ET
Minimum 72 hours advance notice via email and status page
Scheduled maintenance does not count toward downtime calculations
Maximum 4 hours per scheduled window
Emergency Maintenance
Required for critical security patches or data integrity issues
Minimum 2 hours advance notice where possible
Emergency maintenance counts toward downtime if it exceeds 30 minutes
Post-incident report provided within 48 hours
6. Exclusions
The following are excluded from downtime calculations and do not give rise to SLA credit entitlements:
✕ Scheduled Maintenance
Planned maintenance windows notified at least 72 hours in advance.
✕ Customer-Caused Issues
Downtime caused by the customer's own actions, misconfigurations, or third-party integrations.
✕ Force Majeure
Events beyond PrivacyOps's reasonable control including natural disasters, war, pandemics, or government actions.
✕ Third-Party Services
Failures of third-party services not under PrivacyOps's control (e.g. cloud providers, DNS, internet backbone).
✕ Beta / Preview Features
Features explicitly marked as beta, preview, or experimental are excluded from uptime commitments.
✕ Free / Trial Accounts
Accounts on free tiers or trial periods are not covered by this SLA.
✕ Suspended Accounts
Accounts suspended for non-payment or policy violations.
✕ DDoS Attacks
Distributed denial-of-service attacks that exceed industry-standard mitigation capacity.
7. Reporting an Incident
01
Submit a Report
Email [email protected] with subject: [INCIDENT] — brief description. Include account name, affected feature, and time of first occurrence.
02
Receive Acknowledgement
PrivacyOps will acknowledge within the response time for the applicable severity level and assign a ticket reference number.
03
Claim Your Credit
If an SLA breach is confirmed, submit a credit claim within 30 days of month-end referencing your ticket number. Credits are applied to the next invoice.
8. Definitions
"Downtime"A period during which the Platform is completely unavailable or returns errors for more than 50% of requests over a continuous 5-minute window, as measured by PrivacyOps's monitoring systems.
"Monthly Fee"For monthly subscribers: the fee invoiced for the affected month. For annual subscribers: the annual fee divided by 12.
"Monthly Uptime %"Calculated as: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100.
"Platform"The PrivacyOps software-as-a-service platform, including all modules, APIs, and integrations provided under a valid subscription.
"SLA Credit"A non-cash credit applied against a future invoice as compensation for an SLA breach. Credits have no cash value and are non-transferable.
"Business Hours"09:00–18:00 Eastern Time (ET / UTC−5 or UTC−4 during DST), Monday to Friday, excluding US federal public holidays.
Updates to this SLA: PrivacyOps may update this SLA from time to time. Material changes will be communicated with at least 30 days' written notice. Continued use of the platform after the effective date of an update constitutes acceptance of the revised SLA.