What does the Ohmni Cloud Solutions Service Level Agreement guarantee?

Overview:

The following Ohmni Cloud Solutions Service Level Agreement ("SLA") is a policy that governs the use of Ohmni Cloud Solutions and applies separately to each account.

Service Commitment: 

OhmniLabs takes effort to ensure the availability of any services covered by the Ohmni Cloud Solutions SLA as per the outlined Annual Uptime Percentage of 99.9%

Notification to OhmniLabs 

To open an issue in regards to Ohmni Cloud Solutions SLA, please open a ticket with [e-mail]. Notifications for downtime are accepted at any time in the two consecutive annual billing cycles after the billing cycle when the incident had occurred. In the ticket, please provide:

• "Notification of SLA Issue" in the subject line. 
• Dates and times for which there is the claim that the service was unavailable. 
• Request logs, screenshots, or other evidence that corroborates that the service was unavailable.

Definitions: 

• “Annual Downtime” refers to the percentage of 5-min intervals at which Ohmni Cloud Solutions are fully unavailable compared to each 5-min interval found within an Annual Cycle.  This amount of time does not cover activities outlined in scheduled maintenance, in which Customers are notified 3 business days in advance. Additionally, any downtime caused by factors outside the Company’s reasonable control do not factor into the Monthly Uptime Percentage calculation, including any Force Majeure event, Internet services unavailability outside of the Company’s platform, any downtime resulting from outages of third party connections or utilities, and actions or inactions of the Customer.

For further information on OhmniLabs' Terms of Service, please refer to the following page: https://ohmnilabs.com/legal/terms-of-service/