Service Level Agreement

This document is a draft under review. It is published so customers can see the position we are working to, and it is being reviewed by our advisers before it becomes final. Where it conflicts with the Terms of Service, the Terms govern.

We do not publish an uptime percentage, and this document does not contain one. Ofivio has not been running long enough to have the operating history that would make such a number honest, and our Trust page says so in the same words. A figure written to look reassuring is a contractual promise, and we will not make one we cannot yet evidence.

What follows is the mechanism — how availability is measured, what is excluded, and what you are owed when we fall short. The committed figure is agreed in writing for Corporate and Enterprise subscriptions.

A contractual availability commitment applies where it is written into a Corporate or Enterprise agreement. Self-serve subscriptions — Solo, Professional and Firm — are provided without a service level commitment. We still work to keep the service up for everyone; the difference is what you may claim when we do not.

Measured monthly, as the proportion of minutes in the calendar month in which the application answered requests, excluding the periods in section 4.

An incident begins when we detect it or you report it, whichever is first, and ends when service is restored. Partial degradation — a single room slow while the rest works — is recorded and reported but is not counted as downtime unless the workspace was unusable.

• Planned maintenance announced in advance.
• Failures of a service we depend on but do not run — the hosting provider, an email provider, a payment rail, a model provider.
• Your own network, device or browser.
• Suspension for non-payment or for breach of the Acceptable Use Policy.
• Anything outside our reasonable control.
• Features labelled beta or preview — see the Beta and Preview Terms.

Where a written commitment applies and we miss it, the remedy is a service credit against your next subscription period, claimed by writing to contact@ofivio.com within 30 days of the end of the affected month.

The credit schedule is agreed in your contract. A service credit is the exclusive remedy for unavailability.

We deploy frequently and most changes cause no interruption. Where maintenance requires downtime we announce it beforehand. Current and past incidents are on the Status page.