Service Level Agreement (SLA)
Last updated: March 26, 2026
1. Overview
This Service Level Agreement ("SLA") applies to customers of OKR Agent who have purchased a paid subscription plan. It defines the service levels we commit to and the remedies available if we fail to meet them.
2. Service Coverage
This SLA covers the following OKR Agent services:
- OKR management platform availability
- API service availability
- Data storage and backup services
- Email notification delivery
- Integration services (Slack, Microsoft Teams, etc.)
Third-party services integrated with OKR Agent are not covered by this SLA.
3. Service Commitments
3.1 Uptime Commitment
We commit to maintaining a monthly uptime percentage of at least 99.5% for the OKR Agent platform, excluding scheduled maintenance.
3.2 Scheduled Maintenance
Scheduled maintenance windows occur:
- Frequency: No more than once per month
- Duration: Maximum 4 hours
- Notice: At least 7 days advance notice via email
- Timing: Outside business hours when possible
3.3 Unscheduled Maintenance
Emergency maintenance may be performed without prior notice to address critical security issues or service disruptions. We will notify customers as soon as reasonably possible.
4. Performance Metrics
4.1 Response Time
We target the following response times:
- Page load time: Under 2 seconds (95th percentile)
- API response time: Under 500ms (95th percentile)
- Search queries: Under 1 second (95th percentile)
4.2 Data Delivery
Email notifications and integration messages should be delivered within 5 minutes of triggering, 99% of the time.
5. Exclusions
The following are excluded from uptime calculations and SLA credits:
- Scheduled maintenance windows
- Force majeure events (natural disasters, war, etc.)
- Customer network or internet connectivity issues
- Third-party service outages beyond our control
- Beta or preview features
- Free trial or free tier accounts
- Downtime resulting from customer actions or misuse
6. Service Credits
6.1 Credit Calculation
If monthly uptime falls below the 99.5% commitment, you may be eligible for service credits based on the following schedule:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% to 99.4% | 10% |
| 98.0% to 98.9% | 20% |
| 97.0% to 97.9% | 30% |
| Below 97% | 50% |
6.2 Credit Application
Service credits are applied as a discount to future subscription fees and do not constitute a refund. Credits expire after 12 months if not used.
6.3 Requesting Credits
To request service credits, submit a support ticket within 30 days of the downtime incident. Include:
- Your account information
- Date and time of the incident
- Impact on your operations
7. Support Response Times
We commit to the following support response times based on your plan:
| Plan Tier | Initial Response | Resolution Target |
|---|---|---|
| Enterprise | 4 hours | 24 hours |
| Business | 8 hours | 48 hours |
| Starter | 24 hours | 72 hours |
Response times are measured during business days (Monday-Friday, excluding public holidays).
8. Data Backup and Recovery
8.1 Backup Frequency
- Databases: Continuous backup with daily snapshots
- File storage: Daily incremental, weekly full backups
8.2 Retention
Backups are retained for 30 days.
8.3 Recovery
In case of data loss, we commit to restoring from backups within 24 hours for critical data.
9. Security
We maintain industry-standard security practices including:
- Encryption in transit (TLS 1.3)
- Encryption at rest (AES-256)
- Regular security audits and penetration testing
- vulnerability management and patching
- Access controls and authentication security
10. SLA Modifications
We reserve the right to modify this SLA with 30 days' notice. Material changes that reduce service commitments will require explicit customer acceptance for existing contracts.
11. Contact Information
For SLA-related inquiries or to request service credits, contact us at:
Email: support@okr-agent.com
Website: https://okr-agent.com