Service Level Agreement (SLA)

Last Updated: October 21, 2025

This Service Level Agreement ("SLA") describes the service level commitments that OSEM Dynamics ("we," "us," or "our") makes for applications and AI agents developed and deployed by OSEM Dynamics. This SLA applies to all applications displaying "Powered by OSEM Dynamics" branding.

1. Scope of SLA

1.1 Covered Services

This SLA applies to:

• Custom AI agents developed by OSEM Dynamics
• Workflow automation applications built by OSEM Dynamics
• Business process optimization solutions deployed by OSEM Dynamics
• Integration services and APIs provided by OSEM Dynamics
• Hosting infrastructure managed by OSEM Dynamics

1.2 Exclusions

This SLA does not apply to:

• Services in development, testing, or beta phases (unless specifically agreed)
• Free trial or proof-of-concept deployments
• Outages caused by third-party services outside our control
• Issues caused by client's infrastructure, networks, or configurations
• Scheduled maintenance windows (with advance notice)
• Force majeure events (natural disasters, wars, pandemics, etc.)
• Client-initiated changes or customizations in progress
• Issues resulting from violations of the Acceptable Use Policy

1.3 Service Tiers

SLA commitments vary based on your service tier:

Tier	Uptime SLA	Support Hours	Response Time
Standard	99.5%	Business hours (9am-6pm EST, M-F)	4 hours (Critical)
Professional	99.9%	Extended hours (7am-10pm EST, M-F)	1 hour (Critical)
Enterprise	99.95%	24/7/365	15 minutes (Critical)

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining service availability as specified in your service tier. "Uptime" is calculated as:

2.2 Downtime Definition

"Downtime" means:

• The application or AI agent is unavailable or non-responsive
• Core functionality is completely inaccessible to end users
• Error rates exceed 5% of all requests over a 5-minute period

Downtime does NOT include:

• Scheduled maintenance (with 48+ hours notice)
• Emergency maintenance (security patches, critical fixes)
• Issues caused by end-user's internet connectivity
• Browser or device compatibility issues
• Third-party service outages beyond our control
• Partial degradation where core functions remain accessible

2.3 Scheduled Maintenance

• Standard Maintenance Window: Sundays 2:00 AM - 6:00 AM EST
• Advance Notice: Minimum 48 hours for scheduled maintenance
• Emergency Maintenance: May be performed without advance notice for critical security issues
• Maintenance Duration: Typically under 2 hours; extended maintenance scheduled during low-usage periods

2.4 Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly Uptime %	Service Credit
Below 99.9% but ≥ 99.0%	10% of monthly fees
Below 99.0% but ≥ 95.0%	25% of monthly fees
Below 95.0%	50% of monthly fees

Service Credit Process:

• Credits must be requested within 30 days of the incident
• Requests must include dates, times, and description of the outage
• Credits are applied to future invoices (not refunds)
• Credits are the sole remedy for SLA violations
• Maximum credit per month: 50% of monthly fees

3. Performance Standards

3.1 Response Time Commitments

Operation Type	Target Response Time
Standard API requests	< 500ms (95th percentile)
AI agent responses (simple queries)	< 2 seconds (95th percentile)
AI agent responses (complex processing)	< 10 seconds (95th percentile)
Database queries	< 200ms (95th percentile)
Page load time	< 3 seconds (95th percentile)

3.2 Throughput Commitments

• API Rate Limits: Defined per application; typically 1,000-10,000 requests/minute
• Concurrent Users: Based on application specifications and agreed capacity
• Data Processing: Real-time for transactional data; batch processes within agreed windows

3.3 Scalability

Our applications are designed to scale automatically within defined parameters:

• Automatic scaling for traffic spikes up to 300% of baseline
• Advance notice required for planned high-volume events (e.g., product launches)
• Additional capacity available with 48-hour notice

4. Support Services

4.1 Support Channels

• Email: support@osemdynamics.com
• Support Portal: Available 24/7 for ticket submission
• Phone: Available during support hours (per your tier)
• Emergency Hotline: Enterprise tier only, 24/7

4.2 Priority Levels and Response Times

Priority	Definition	Standard Response	Professional Response	Enterprise Response
P1 - Critical	System down, data loss, security breach	4 hours	1 hour	15 minutes
P2 - High	Major feature unavailable, significant impact	8 hours	4 hours	1 hour
P3 - Medium	Minor feature issue, workaround available	1 business day	8 hours	4 hours
P4 - Low	General questions, enhancement requests	2 business days	1 business day	8 hours

4.3 Resolution Time Targets

While response times are guaranteed, resolution times are targets based on issue complexity:

• P1 Critical: Resolution target within 4-24 hours
• P2 High: Resolution target within 1-3 business days
• P3 Medium: Resolution target within 5-10 business days
• P4 Low: Resolution based on roadmap priorities

4.4 Escalation Process

If you're not satisfied with support progress:

1. Level 1: Support Engineer (initial contact)
2. Level 2: Senior Support Engineer (2 hours for P1, 4 hours for P2)
3. Level 3: Support Manager (4 hours for P1, 1 day for P2)
4. Level 4: Director of Engineering (8 hours for P1, 2 days for P2)

5. Security and Data Protection

5.1 Infrastructure Security

• Hosting: AWS and Google Cloud Platform with SOC 2 Type II compliance
• Encryption: TLS 1.3 for data in transit; AES-256 for data at rest
• Access Control: Role-based access with MFA enforcement
• Monitoring: 24/7 security monitoring and intrusion detection
• Vulnerability Management: Regular security scans and patching within 48 hours for critical vulnerabilities

5.2 Data Backup and Recovery

• Backup Frequency: Daily automated backups with 30-day retention
• Recovery Point Objective (RPO): Maximum 24 hours of data loss
• Recovery Time Objective (RTO): 4 hours for critical systems
• Backup Testing: Quarterly backup restoration tests
• Geo-Redundancy: Backups stored in multiple geographic regions

5.3 Disaster Recovery

• Comprehensive disaster recovery plan tested quarterly
• Failover to secondary data center within 4 hours
• Annual full disaster recovery drill
• Documented recovery procedures for all critical systems

6. Monitoring and Reporting

6.1 System Monitoring

We continuously monitor:

• Application availability and uptime
• Response times and performance metrics
• Error rates and system logs
• Resource utilization (CPU, memory, storage)
• Security events and threats
• API usage and rate limits

6.2 Status Page

• Real-time Status: status.osemdynamics.com
• Incident Updates: Posted within 15 minutes of detection
• Maintenance Notifications: Minimum 48 hours advance notice
• Historical Data: 90-day incident and uptime history

6.3 Performance Reports

Available to Professional and Enterprise tiers:

• Monthly Reports: Uptime, performance metrics, incident summary
• Quarterly Business Reviews: Enterprise tier only
• Custom Reports: Available upon request
• API Analytics: Usage statistics and trends

7. Change Management

7.1 Application Updates

• Minor Updates: Deployed during maintenance windows with 48-hour notice
• Major Updates: Coordinated with client; 2-week advance notice
• Security Patches: Deployed as needed, may require emergency maintenance
• Feature Releases: Scheduled and communicated via release notes

7.2 Client-Requested Changes

• Custom feature development quoted separately
• Configuration changes processed within 5 business days
• Emergency changes (security-related) expedited
• Change approval required for production deployments

8. Compliance and Certifications

8.1 Regulatory Compliance

• GDPR: Full compliance for EU data subjects
• CCPA/CPRA: Compliance for California residents
• SOC 2 Type II: Infrastructure partners certified
• HIPAA: Available for healthcare applications (Business Associate Agreement required)

8.2 Security Standards

• OWASP Top 10 security controls implemented
• Regular penetration testing (annually minimum)
• Vulnerability assessments (quarterly)
• Security incident response plan maintained

9. Limitations and Disclaimers

9.1 Third-Party Dependencies

We rely on third-party services including:

• Cloud infrastructure providers (AWS, GCP)
• AI/ML service providers
• Authentication providers
• Payment processors
• Email delivery services

Outages or performance issues with these services may affect our SLA commitments. We will work diligently to mitigate impact but cannot guarantee service levels beyond our direct control.

9.2 Client Responsibilities

To maintain SLA commitments, clients must:

• Maintain compatible browsers and devices
• Ensure adequate internet connectivity
• Follow security best practices (password management, access controls)
• Report issues promptly through proper support channels
• Comply with the Acceptable Use Policy
• Provide necessary access for troubleshooting

9.3 Beta and Experimental Features

Features marked as "beta," "preview," or "experimental" are excluded from this SLA. These features:

• May be changed or discontinued without notice
• Are provided "as is" without warranties
• May have lower availability and performance standards
• Should not be used for production-critical workflows

10. SLA Review and Updates

10.1 Annual Review

We review and may update this SLA annually to:

• Reflect improvements in service capabilities
• Align with industry standards
• Address client feedback
• Incorporate new services or features

10.2 Notification of Changes

Material changes to this SLA will be communicated:

• 30 days in advance via email
• Posted on our website with updated "Last Updated" date
• Summarized in monthly status reports

10.3 Client Input

We welcome feedback on this SLA. Professional and Enterprise clients receive priority consideration for SLA enhancement requests.

11. Contact and Support

12. Related Documents

• Acceptable Use Policy - Rules for using OSEM Dynamics applications
• Privacy Policy - How we handle your data
• Security - Our security commitments and practices
• Terms of Service - General terms and conditions

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