LEGAL / SLA
Service Level Agreement
Last updated: 2026-01-15
01
Service Commitment
Omega Digital commits to a monthly uptime percentage of 99.99% ("Service Commitment") for all covered Services, measured over each calendar month. "Uptime percentage" is calculated as:
"Downtime" means the total accumulated minutes in a calendar month during which the Service is unavailable, excluding Scheduled Maintenance and Excused Outages (see Section 4).
02
Measurement
Uptime is measured from our internal monitoring infrastructure, which pings covered Services at 60-second intervals from at least three geographically distributed probes. A Service is considered "unavailable" when more than two-thirds of probes record a failure for two or more consecutive intervals.
Our real-time measurements are published on the Status Page. Historical data is retained for 12 months and available upon request.
03
Service Credits
If Omega Digital fails to meet the Service Commitment in any calendar month, eligible customers may request a Service Credit according to the following schedule:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.99% | 5% |
| 95.0% – 98.99% | 15% |
| 90.0% – 94.99% | 25% |
| Below 90.0% | 50% |
Credit = percentage of monthly fee for the affected Service. Max 50% in any single month.
Service Credits are applied as account credit toward future invoices and are not redeemable for cash. Credits must be requested within thirty (30) days of the end of the affected month by emailing [email protected] with subject line "SLA Credit Request".
04
Exclusions
The Service Commitment does not apply to unavailability caused by:
- Scheduled Maintenance communicated at least 72 hours in advance via the Status Page or email;
- Customer actions or omissions, including misconfiguration, over-utilization, or violations of the AUP;
- Force majeure events (natural disasters, acts of government, war, widespread Internet outages);
- Third-party services or software not provided by Omega Digital;
- Beta, trial, or free-tier Services;
- Issues arising from customer-supplied hardware co-located in our facilities.
05
Sole Remedy
Service Credits as described in this SLA are your sole and exclusive remedy for any failure by Omega Digital to meet the Service Commitment. This SLA does not modify or limit any disclaimers or limitations of liability set out in the Terms of Service.
06
Changes to This SLA
Omega Digital may update this SLA with thirty (30) days' notice. Continued use of the Services after the effective date constitutes acceptance of the revised SLA. We will not reduce Service Credit percentages during a pre-paid subscription term without your consent.