1. Overview
What this SLA covers and who it applies to
This Service Level Agreement ("SLA") is issued by PrivacyOps ("we", "us", "PrivacyOps").
This SLA applies to all customers accessing the PrivacyOps platform 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
Platform availability guarantee
PrivacyOps commits to maintaining platform availability of 99.5% per calendar month, measured as:
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.
Monthly Uptime Reference
| 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
How quickly we respond based on severity
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, and may vary based on complexity.
Severity Levels & Response Targets
| Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|
| 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 available. | 4 hours | 8 hours |
| P3 — Medium | Non-critical feature unavailable or degraded. Workaround available. Partial user impact. | 8 hours | 3 business days |
| P4 — Low | Minor issue, cosmetic defect, or general enquiry. No operational impact. | 2 business days | Next release |
4. SLA Credits
What you receive when we miss our commitment
If PrivacyOps fails to meet the 99.5% monthly uptime commitment, the affected customer is entitled to a service credit calculated as a percentage of the monthly fee for the affected month.
Credit Schedule
| 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
Planned downtime and notice requirements
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
What does not count as downtime under this SLA
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
How to raise a support ticket or SLA credit claim
Submit a Report
Email [email protected] with subject line: [INCIDENT] — brief description. Include your account name, affected feature, and time of first occurrence.
Receive Acknowledgement
PrivacyOps will acknowledge your report within the response time for the applicable severity level and assign a ticket reference number.
Claim Your Credit
If an SLA breach is confirmed, submit a credit claim within 30 days of month-end. Reference your ticket number. Credits are applied to your next invoice.
8. Definitions
Defined Terms
PrivacyOps · [email protected]