Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the uptime target and support responsiveness that [YOUR COMPANY NAME] ("Orbidex", "we", "us") aims to provide for the Orbidex IT Help Desk and Asset Management platform (the "Service").

This SLA applies to customers on the Starter, Professional, and Enterprise plans described on our pricing page, unless superseded by a separately signed Enterprise agreement or Order Form.

2. Uptime commitment

We target 99.5% uptime per calendar month for the core Service (portal login, ticketing, assets, and knowledge base), excluding scheduled maintenance described in Section 3.

Uptime is calculated as:

"Downtime" means the Service is unreachable or returns error responses to all requests, as measured from multiple external monitoring regions, for more than 5 consecutive minutes.

Current and historical uptime is published at [STATUS PAGE URL].

3. Scheduled maintenance

We may perform scheduled maintenance that temporarily affects availability. Where maintenance is expected to cause downtime, we provide at least 48 hours' advance notice by email and/or an in-app banner.

Scheduled maintenance does not count against the uptime commitment in Section 2.

4. Support response times

Target first-response times depend on incident severity (see Section 5) and your plan:

"Business hours" and "business days" refer to 9am–6pm, Monday–Friday, in [YOUR SUPPORT TIME ZONE], excluding public holidays. These are response targets, not resolution guarantees — resolution time varies by the complexity of the issue.

5. Incident severity & escalation

• Sev 1 — Critical: The Service is completely unavailable, or there is a risk of data loss or a security incident affecting production data.
• Sev 2 — High: A major feature is broken or severely degraded for some or all users, with no reasonable workaround.
• Sev 3 — Normal: A minor feature issue exists, but a workaround is available.
• Sev 4 — Low: A cosmetic issue, general question, or feature request.

Report incidents to support@orbidex.app or via the in-app support widget. If you do not receive an acknowledgement within the applicable target above, escalate to escalations@orbidex.app. Enterprise customers may also escalate directly through their dedicated success manager.

6. Service credits

Under standard Starter and Professional plans, we do not provide financial service credits for downtime or missed response targets. Our commitment to transparency is reflected in our public status page and root-cause summaries for Sev 1 incidents.

Enterprise customers may negotiate a custom SLA, including service credits, as part of a signed Order Form or Master Services Agreement.

7. Exclusions

The uptime commitment in Section 2 does not apply to unavailability caused by:

• Scheduled maintenance as described in Section 3
• Factors outside our reasonable control (force majeure, internet backbone or DNS outages, denial-of-service attacks)
• Outages of third-party sub-processors we rely on (e.g. Supabase, Render, Resend) that are themselves outside our control
• Your own network, browser, device, or internet connectivity issues
• Use of the Service in violation of our Terms of Service
• Beta, preview, or early-access features explicitly marked as such

8. Changes to this SLA

We may update this SLA from time to time. We will notify customers of material changes by email at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated SLA.

9. Contact us

For questions about this SLA, or to discuss a custom Enterprise SLA: