Legal
Service Level Agreement
Last updated: December 7, 2024
This Service Level Agreement ("SLA") is part of the Terms of Service between OpenEduCat Inc. ("we," "us," "our") and you ("Customer"). It describes our service availability commitments and support response times for paid OEC.sh subscription plans.
1. Scope and Applicability
This SLA applies to the OEC.sh platform services, specifically:
- OEC.sh management dashboard and API
- Deployment and orchestration services
- Monitoring and alerting systems
- Backup and restore functionality
Important: This SLA does not cover the underlying cloud infrastructure (AWS, GCP, DigitalOcean, etc.) or your Odoo application availability, which depend on your configuration, code, and chosen cloud provider's SLA.
2. Uptime Commitment
2.1 Monthly Uptime Percentage
We commit to maintaining the following Monthly Uptime Percentages for the OEC.sh platform:
| Plan | Uptime Target | Max Downtime/Month |
|---|---|---|
| Free | No SLA | - |
| Starter | 99.5% | ~3.6 hours |
| Pro | 99.9% | ~43 minutes |
| Agency | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
2.2 Uptime Calculation
Monthly Uptime Percentage is calculated as:
"Downtime" means a period where the OEC.sh platform is unavailable, as measured by our monitoring systems. A minute is considered downtime if more than 5% of requests to the platform fail.
3. Exclusions
The following are excluded from uptime calculations:
- Scheduled Maintenance: Announced at least 48 hours in advance via email and status page
- Emergency Maintenance: Critical security patches or urgent fixes
- Cloud Provider Outages: Issues with AWS, GCP, DigitalOcean, or other infrastructure providers
- Customer Actions: Misconfigurations, exceeded quotas, or application issues
- Force Majeure: Natural disasters, war, terrorism, government actions
- Third-Party Services: DNS, CDN, payment processors, or external integrations
- DDoS Attacks: Distributed denial-of-service attacks on the platform
- Customer Code: Bugs or issues in your Odoo modules or configurations
4. Service Credits
4.1 Credit Eligibility
If we fail to meet the Monthly Uptime Percentage for your plan, you may be eligible for service credits:
| Monthly Uptime | Credit Percentage |
|---|---|
| < SLA Target but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
4.2 Credit Request Process
- Submit credit requests to [email protected] within 30 days of the incident
- Include your account ID, affected dates/times, and incident description
- We will review and respond within 10 business days
- Approved credits are applied to future invoices (not refunded)
4.3 Credit Limitations
- Maximum credit per month: 50% of monthly subscription fee
- Credits cannot be exchanged for cash
- Credits expire 12 months from issuance
- Credits are the sole and exclusive remedy for SLA failures
5. Support Response Times
5.1 Support Channels
| Plan | Support Channels | Hours |
|---|---|---|
| Free | Community forums, documentation | Self-service |
| Starter | Email support | Business hours (Mon-Fri) |
| Pro | Email, chat support | Extended hours |
| Agency | Email, chat, phone support | 24/5 |
| Enterprise | Email, chat, phone, dedicated team | 24/7 |
5.2 Response Time Targets
Response times are measured from ticket creation to first human response:
| Priority | Starter | Pro | Agency | Enterprise |
|---|---|---|---|---|
| Critical (P1) | 24 hours | 4 hours | 2 hours | 1 hour |
| High (P2) | 48 hours | 8 hours | 4 hours | 2 hours |
| Medium (P3) | 72 hours | 24 hours | 8 hours | 4 hours |
| Low (P4) | 5 days | 48 hours | 24 hours | 8 hours |
5.3 Priority Definitions
- Critical (P1): Complete service outage affecting production systems; no workaround available
- High (P2): Major functionality impaired; significant business impact; workaround may be available
- Medium (P3): Partial functionality impaired; limited business impact; workaround available
- Low (P4): General questions, feature requests, minor issues; no immediate business impact
6. Maintenance Windows
6.1 Scheduled Maintenance
- Announced at least 48 hours in advance
- Typically scheduled during low-traffic periods (Saturday 02:00-06:00 UTC)
- Notifications sent via email and posted on status.oec.sh
- Maximum 4 hours per maintenance window
6.2 Emergency Maintenance
- May be performed without advance notice for critical security issues
- Notification sent as soon as practicable
- Post-incident report provided within 48 hours
7. Incident Communication
7.1 Status Page
Real-time service status is available at status.oec.sh. Subscribe to updates via email, SMS, or webhook.
7.2 Incident Updates
- Initial notification: Within 15 minutes of detection
- Status updates: Every 30 minutes during active incidents
- Resolution notification: When service is restored
- Post-mortem: Within 5 business days for major incidents
8. Customer Responsibilities
To benefit from this SLA, you must:
- Maintain current contact information for incident notifications
- Promptly report issues through proper support channels
- Cooperate with troubleshooting and diagnostic efforts
- Implement recommended configurations and security practices
- Maintain your account in good standing (current on payments)
9. Limitations
This SLA does not create any additional warranties beyond those in the Terms of Service. Service credits are your sole and exclusive remedy for any SLA failures. In no event shall our liability exceed the credits described in this SLA.
10. Changes to This SLA
We may modify this SLA with 30 days' notice. Changes that materially reduce service levels will not apply to existing subscriptions until renewal.
11. Contact
For SLA-related inquiries:
OpenEduCat Inc.
2803 Philadelphia Pike, Suite B #1117
Claymont, DE 19703
United States
SLA Credits: [email protected]
Support: [email protected]
Status Page: status.oec.sh
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