Service Level Agreement

In Short: Service credits under this SLA are available on the Scale and Enterprise plans. Every plan gets the support response targets in Section 8.

The service credits in Section 5 apply if you are subscribed to the Scale or Enterprise plan, or if your Order Form says this SLA applies. If you are on the Starter or Growth plan, Section 8's support response targets still apply to you, but Sections 5 through 7 (credits and chronic failure termination) do not.

• "Control Plane" means the OptimaFlo web app, API, and orchestration endpoints that we host. It does not include the BYOC data plane or anything running in your own cloud account.
• "Downtime" means the Control Plane is unavailable to all customers for 5 or more consecutive minutes, as measured by our monitoring.
• "Monthly Uptime Percentage" means, for a calendar month: (total minutes in the month, minus Downtime minutes in the month) divided by total minutes in the month, times 100.
• "Scheduled Maintenance" means maintenance we announce in advance as described in Section 9.
• "Service Credit" means a percentage discount off your fees for the affected month, applied as set out in Section 5.
• "Business Hours" means 9am to 6pm US Eastern time, Monday to Friday, excluding US federal holidays.
• "Severity 1," "Severity 2," and "Severity 3" have the meanings in Section 8.

We target a Monthly Uptime Percentage of 99.9% for the Control Plane.

Downtime does not include unavailability caused by or related to:

• the BYOC data plane or anything running in your own cloud account, including your storage, compute, and orchestration there;
• your connected data sources, networks, or credentials;
• outages of third-party providers outside our control, including your cloud provider;
• Scheduled Maintenance;
• emergency maintenance;
• beta or early-access features;
• force majeure events; or
• suspension of your access that the Agreement allows, including for non-payment or a breach of the Acceptable Use Policy.

If we miss the uptime commitment in a calendar month, you can claim the Service Credit below against your fees for that month. For an annual prepay, the credit is calculated against one twelfth of your annual fee.

Service Credits are applied to a future invoice. We do not pay cash. The most you can claim in any calendar month is 50% of that month's fee. Service Credits are your sole and exclusive remedy for a missed uptime commitment.

Email evan.rosa@optimaflo.io within 30 days after the end of the affected month. Include the dates and times of the Downtime, a description of what you experienced, and the affected workspaces. We will confirm your claim within 10 business days and apply any credit owed to your next invoice.

If the Monthly Uptime Percentage falls below 99.0% in 3 consecutive months, or in any 4 months within a rolling 12-month period, you may terminate the affected subscription on written notice. We will refund the prepaid, unused portion of your fees for that subscription.

These are first-response targets, not Service-Credit-backed commitments. Severity 1 means the Control Plane is down for all your users, or Customer Data is at risk. Severity 2 means a major feature is unusable but a workaround exists. Severity 3 covers questions, minor issues, and requests. Except where noted, targets are measured in Business Hours.

Contact channel: email evan.rosa@optimaflo.io. Scale and Enterprise customers may also get a shared Slack channel if their Order Form says so.

We give at least 48 hours' notice by email to your organization's owners and admins before Scheduled Maintenance, and we keep it to 8 hours or less per month, outside 9am to 6pm US Eastern where practical. We may perform emergency maintenance without advance notice when needed to protect the security or integrity of the Services. We send incident updates by email. We do not have a public status page today.

In a BYOC deployment, the data plane, storage, compute, and orchestration, runs in your own cloud account and is not covered by this SLA. Your cloud provider's own service level agreement governs it. We are not responsible for the availability of your connected data sources or networks.

Service Credits under Section 5 are your sole and exclusive remedy for a missed uptime commitment. We may update this SLA with at least 30 days' notice. We will not reduce our commitments to you during a term you have already prepaid.

Email evan.rosa@optimaflo.io or write to OptimaFlo, LLC, 18310 Montgomery Village Ave, Gaithersburg, MD 20879, United States.