Service Level Agreement

Downtime is the total number of minutes that our Services was unavailable during a calendar quarter (i.e. from 1 January to 31 March and all subsequent three-month periods after that date). The following is not considered downtime:

- Individual features (link previews, search, file uploads, workflow executions, etc.) with slow or otherwise impaired performance
- Issues related to external apps or third-party providers
- Any products or features that are considered pilot, alpha, beta or similar products or features
- External network or device issues beyond our reasonable control, such as incorrect routing tables between your internet service provider (ISP) and our server; and
- Planned downtime for maintenance

Service time commitment
‍
‍Service Time is the percentage of all potential minutes that our Services was available in a calendar quarter. We are committed to providing at least 95% uptime:
[(total minutes in quarter - downtime) / total minutes in quarter] > 95%‍

‍Planned downtime

‍We occasionally perform maintenance to keep our Services running smoothly. If a planned downtime is necessary, we will give you at least 24 hours' notice. 

If we ever fail to meet our service time obligation, you may request a credit for each affected account equal to the amount paid by your account during the period our Services were unavailable (we refer to this as a Service Credit). To request service credit, you must send an email with your account details to team@onino.io. Claims can only be made on a quarterly basis and must be submitted no later than 15 calendar days after the end of the relevant quarter, unless they relate to a subscription that does not end on the last day of a quarter. In this case, claims must be submitted no later than 15 calendar days after the end of the relevant subscription.

Service credits:

- are not refundablecannot be exchanged for cash
- are limited to a maximum of 30 days of paid service
- require that you have paid all outstanding invoices
- Expire upon cancellation of your customer contract

Service credits are the sole and exclusive remedy in the event of our failure to fulfil our obligations as defined in this SLA.

Note: The downtime does not affect all users at the same time or in the same way. For example, some accounts may receive service credit during an outage in their region, while other accounts in other regions that are not similarly affected will not receive service credit.

As our company develops, we may make changes to our service level agreement.