Service Level Agreement
OpsEdge Enterprise Service Commitments
Last updated: January 2025
1. Service Availability
Uptime Commitment
We strive to maintain high availability for the OpsEdge service, with a target uptime of 99% measured on a monthly basis.
Service availability is calculated as follows:
- Uptime = (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
- Downtime is measured from the time of service unavailability until service restoration
- Planned maintenance windows are excluded from downtime calculations
- Service availability is monitored 24/7 using automated systems
2. Performance Metrics
Performance Targets
We aim for reasonable response times under normal conditions
Performance may vary based on system load and external factors
Capacity
Service capacity will be scaled based on actual usage
Performance monitoring and optimization as needed
Performance metrics are measured under normal operating conditions and may vary based on:
- Network conditions and latency
- IBM Maximo system performance
- Data volume and complexity
- Concurrent user load
3. Support Response Times
We will make reasonable efforts to respond to support requests in a timely manner:
- Critical Issues: Service unavailable - We will respond as soon as possible during business hours
- General Support: Questions and minor issues - We will respond within 2-3 business days
- Feature Requests: Enhancement suggestions - We will review and respond within 1 week
Response times may vary based on issue complexity and current support workload.
4. Maintenance Windows
We schedule regular maintenance to ensure optimal service performance:
- Planned Maintenance: Second Sunday of each month, 2:00 AM - 6:00 AM EST
- Emergency Maintenance: As needed, with 2-hour advance notice when possible
- Security Updates: Applied within 48 hours of release
- Feature Updates: Deployed during planned maintenance windows
Maintenance windows are excluded from uptime calculations and will be communicated in advance via email and in-app notifications.
5. Service Credits
In the event of significant service disruptions, we may provide service credits at our discretion. Service credits, if applicable, will be discussed on a case-by-case basis and are not guaranteed.
Any service credit requests must be submitted within 30 days of the service issue and will be evaluated based on the specific circumstances.
6. Exclusions
The following are excluded from uptime calculations and SLA commitments:
- Planned maintenance windows
- Issues caused by your organization's network or infrastructure
- IBM Maximo system outages or performance issues
- Third-party service dependencies beyond our control
- Force majeure events (natural disasters, government actions, etc.)
- Issues caused by misuse or violation of terms of service
- Issues caused by unsupported configurations or customizations
7. Monitoring and Reporting
We monitor our services and will provide basic reporting as needed:
- Basic service status monitoring
- Incident notifications when issues occur
- Simple reporting available upon request
8. Support Contact
For support requests, please contact us through the following channels:
- Email: help@covenantlabsllc.com
- Through the OpsEdge application contact form
- General inquiries: help@covenantlabsllc.com
9. Contact Information
For questions regarding this Service Level Agreement, please contact: