Service Level Agreement (SLA)

1. Support hours

Enterprise plan customers receive support Monday to Friday, 10 AM to 7 PM Eastern Time (ET), excluding US federal holidays.

Response targets are measured during support hours. Requests received outside these hours will be handled on the next business day. After-hours issues are handled on a best-effort basis.

2. Support channels

• Email: support@useobscura.com
• Billing and account inquiries are prioritized for active subscriptions.

3. Response targets

• Severity 1 (service unavailable): initial response within 4 business hours.
• Severity 2 (major impairment): initial response within 1 business day.
• Severity 3 (minor issue/question): initial response within 2 business days.

4. Uptime target

Target availability is 99.5% per calendar month, excluding scheduled maintenance and circumstances outside our control. Uptime is calculated as the percentage of minutes in a calendar month during which the service is available, excluding excluded periods. Only consecutive outages of 5 minutes or more count toward downtime calculations; brief interruptions under 5 consecutive minutes are excluded.

5. Maintenance windows

Deployment window: Routine production deployments, security patches, and updates may be released when ready without advance notice, provided they are not expected to cause more than 5 consecutive minutes of downtime. These brief interruptions are excluded from uptime calculations.

Planned maintenance: Maintenance expected to cause 5 or more minutes of downtime (such as database migrations or infrastructure changes) requires at least 48 hours advance notice. Planned maintenance with at least 48 hours notice is excluded from uptime calculations.

Emergency maintenance: Maintenance required to address active security incidents or critical failures may occur at any time with shorter notice and is excluded from uptime calculations.

6. Service credits

If monthly uptime falls below the target, Enterprise plan customers may request a service credit applied to the next invoice:

• 99.0%–<99.5% uptime: credit of 5% of the affected month's fees.
• 95.0%–<99.0% uptime: credit of 10% of the affected month's fees.
• Below 95.0% uptime: credit of 25% of the affected month's fees.

Credits must be requested within 30 days of the month in which the outage occurred. Credits are only available on the Enterprise plan, are not redeemable for cash, and are the sole remedy for downtime. Credit requests: support@useobscura.com.

7. Exclusions

• Outages caused by customer misuse, third-party outages, or force majeure events are excluded.
• Beta or preview features are excluded from uptime targets.

8. Contact

Questions about this SLA: support@useobscura.com.