1. Introduction

This Service Level Agreement ("SLA") is a commitment by Optimus Business Plans ("we", "us", "our") to our customers ("you", "your") regarding the availability and performance of our business plan generation services. This SLA applies to all paid subscription tiers and outlines our service commitments, support response times, and remedies for service failures.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining a Monthly Uptime Percentage of at least 99.9% for our services, calculated as:

2.2 Service Level Objectives

3. Support Response Times

Support response times vary by subscription tier and issue severity:

3.1 Response Time by Tier

3.2 Issue Severity Levels

• Critical: Complete service outage or data loss - Response within 2 hours
• High: Major feature unavailable - Response per tier SLA
• Medium: Minor feature issues - Response per tier SLA
• Low: General questions or enhancement requests - Best effort

4. Service Credits

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

Credit Request Process:

• Submit credit requests within 30 days of the incident
• Include dates and times of unavailability
• Provide any error messages or screenshots
• Credits will be applied to your next billing cycle

5. Exclusions

This SLA does not apply to:

• Scheduled maintenance windows (announced 48 hours in advance)
• Emergency maintenance (limited to 4 hours per month)
• Force majeure events (natural disasters, war, terrorism, etc.)
• Issues caused by factors outside our reasonable control
• Customer equipment, software, or network issues
• Third-party service failures (except our designated sub-processors)
• Features labeled as "beta", "preview", or "experimental"
• Service suspension due to Policy violations or non-payment

6. Maintenance Windows

6.1 Scheduled Maintenance

• Regular maintenance: Sundays 2:00 AM - 6:00 AM CT
• Major updates: Announced 7 days in advance
• Notification via email and service status page

6.2 Emergency Maintenance

• Limited to critical security or stability issues
• Maximum 4 hours per month
• Notification as soon as practicable

7. Service Monitoring

We continuously monitor our services using:

• Automated uptime monitoring from multiple geographic locations
• Real-time performance metrics and alerts
• Regular synthetic transaction testing
• 24/7 on-call engineering support

Service status and historical uptime data are available at:status.optimusbusinessplans.com

8. Performance Guarantees

In addition to uptime, we guarantee the following performance standards:

• Page Load Time: 95% of pages load within 3 seconds
• API Response Time: 95% of API calls respond within 1 second
• Business Plan Generation:
  • Tier 1: Completed within 5 minutes
  • Tier 2: Completed within 15 minutes
  • Tier 3: Completed within 30 minutes
• Document Downloads: Available within 60 seconds of generation

9. Data Backup and Recovery

We maintain robust backup and disaster recovery procedures:

• Daily automated backups of all customer data
• Backup retention for 30 days
• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 24 hours
• Regular disaster recovery testing