Service Level Agreement

1. Overview and Scope

This SLA applies to all clients with an active service agreement with Oversilo. The specific service levels applicable to you depend on your service tier as specified in your Service Order.

This SLA covers:

• Response time commitments for support requests
• Resolution time targets by priority level
• System uptime guarantees for managed services
• Service credit calculations and procedures

2. Service Tier Definitions

2.1 Response Time Commitments

Response time is measured from when a ticket is submitted through our support portal, email, or phone system to when a qualified technician begins actively working on the issue.

2.2 Support Hours

3. Priority Level Definitions

Priority 1 - Critical

Complete system outage or major functionality loss affecting all users. Business operations are halted. Examples:

• Primary production server down
• Network-wide connectivity failure
• Security breach in progress
• Complete email system outage
• Database corruption affecting all users

Priority 2 - High

Significant functionality degraded or unavailable. Major business impact but workaround may exist. Examples:

• Key application severely degraded
• Partial system outage affecting department
• VPN access failure for remote workers
• Backup failures requiring immediate attention
• Performance issues impacting productivity

Priority 3 - Medium

Limited functionality impact. Workaround available. Moderate business impact. Examples:

• Single user application issues
• Non-critical printer/peripheral problems
• Software installation requests
• Minor performance degradation
• Configuration changes

Priority 4 - Low

Minimal business impact. General requests and inquiries. Examples:

• How-to questions
• Feature requests
• Scheduled maintenance requests
• Documentation requests
• Non-urgent account changes

4. Resolution Time Targets

Resolution time targets represent the goal for resolving issues, measured from ticket creation to resolution confirmation. These are targets, not guarantees, as resolution depends on issue complexity.

5. Uptime Guarantee

For clients with managed infrastructure or cloud services, we guarantee the following uptime levels:

Uptime is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) x 100

6. Service Credits

If we fail to meet the service levels defined in this SLA, you may be entitled to service credits applied to your account.

6.1 Credit Amounts

6.2 Credit Limitations

• Maximum credit per month: 100% of monthly service fee
• Credits are not redeemable for cash
• Credits must be used within 12 months
• Credits cannot be transferred to other accounts

6.3 How to Request Credits

1. Submit request within 30 days of the incident
2. Include ticket number(s) and incident details
3. Email sla@oversilo.com with subject "SLA Credit Request"
4. Credits reviewed and applied within 15 business days

7. Exclusions

This SLA does not apply to service failures caused by:

• Client Actions: Issues caused by your actions, configuration changes, or failure to follow recommendations
• Third-Party Services: Outages or issues with services, software, or hardware not provided by Oversilo
• Scheduled Maintenance: Planned maintenance communicated at least 48 hours in advance
• Emergency Maintenance: Critical security patches or emergency fixes with as much notice as reasonably possible
• Force Majeure: Events beyond our reasonable control (natural disasters, war, terrorism, government actions, widespread internet outages)
• Client Infrastructure: Issues with client-owned equipment, networks, or facilities unless under our management
• Scope Limitations: Requests outside the scope of contracted services
• Access Issues: Delays caused by inability to access client systems or obtain necessary information
• Beta Services: Any services designated as beta, trial, or experimental

8. SLA Reporting

We provide regular SLA performance reports based on your service tier:

9. Escalation Procedures

If you are not satisfied with the progress on a support ticket, you may escalate:

9.1 Escalation Levels

1. Level 1 - Support Lead: Request escalation through your ticket or call support
2. Level 2 - Support Manager: Email support-manager@oversilo.com
3. Level 3 - Director of Operations: Email operations@oversilo.com
4. Level 4 - Executive: For Platinum clients, contact your dedicated account manager

9.2 Automatic Escalation

Critical (P1) issues are automatically escalated if not resolved within target timeframes:

• After 2 hours: Escalated to Support Lead
• After 4 hours: Escalated to Support Manager
• After 8 hours: Escalated to Director of Operations

10. Maintenance Windows

10.1 Scheduled Maintenance

Standard maintenance windows (excludes emergency maintenance):

• Primary Window: Sundays 2:00 AM - 6:00 AM MT
• Secondary Window: Wednesdays 2:00 AM - 4:00 AM MT

Notification provided at least 48 hours in advance via email and portal announcement.

10.2 Emergency Maintenance

Emergency maintenance for critical security patches or urgent fixes may occur outside standard windows. We will provide as much advance notice as reasonably possible and communicate via email, portal, and status page.

11. SLA Amendments

We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance. Your continued use of our services after changes take effect constitutes acceptance of the modified SLA.

For enterprise clients with a Master Services Agreement, SLA terms in the MSA supersede this document where they conflict.

12. Contact Information

For SLA-related inquiries:

SLA Credit Requests: sla@oversilo.com
Support Escalations: support-manager@oversilo.com
General Support: support@oversilo.com
Phone: +1 (719) 239-3245