Last updated: April 2026
This Service Level Agreement ("SLA") is entered into by and between OceanAtlasXII ("Provider") and the subscribing entity ("Customer") as part of the subscription agreement for the OceanAtlasXII platform. This SLA defines the level of service the Customer can expect, including uptime guarantees, support response times, and remedies for service disruptions.
The Provider commits to maintaining a monthly uptime percentage of 99.5% for the OceanAtlasXII platform, measured as the total number of minutes in a calendar month minus downtime, divided by the total number of minutes in that calendar month.
"Downtime" is defined as any period of five or more consecutive minutes during which the platform is unavailable or materially degraded for the Customer, as measured by the Provider's monitoring systems. Scheduled maintenance windows are excluded from downtime calculations.
The Provider may perform scheduled maintenance to update, patch, or improve the platform. Scheduled maintenance will be conducted under the following conditions:
If the Provider fails to meet the 99.5% monthly uptime commitment, the Customer is eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.4% – 99.5% | 5% of monthly fee |
| 99.3% – 99.4% | 10% of monthly fee |
| 99.2% – 99.3% | 15% of monthly fee |
| 99.1% – 99.2% | 20% of monthly fee |
| 99.0% – 99.1% | 25% of monthly fee |
| Below 99.0% | 30% of monthly fee (maximum) |
Service credits are calculated as 5% credit for each 0.1% below 99.5%, up to a maximum of 30% of the monthly subscription fee.
To receive a service credit, the Customer must submit a claim in writing within 30 days of the end of the calendar month in which the uptime shortfall occurred. Service credits are applied to future invoices and are not redeemable for cash. Service credits are the Customer's sole and exclusive remedy for any failure by the Provider to meet the uptime commitment.
The uptime commitment and service credits do not apply to service disruptions caused by:
The Customer may request a monthly uptime report by contacting the Provider at the support email address below. The report will include the total uptime percentage for the requested calendar month, any downtime incidents, and their duration and cause. The Provider's internal monitoring data shall be the authoritative source for uptime calculations.
The Provider offers tiered support response times based on the severity of the issue:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service is completely down or a security breach is in progress. No workaround is available. | 1 hour |
| High | A major feature is broken or severely degraded. Business operations are significantly impacted. | 4 hours |
| Medium | A minor feature issue or non-critical bug. A workaround may be available. | 1 business day |
| Low | General question, feature request, or cosmetic issue with no impact on operations. | 2 business days |
Response times are measured from the time the Provider acknowledges receipt of the support request. "Business days" are defined as Monday through Friday, excluding US federal holidays, during the hours of 9:00 AM to 6:00 PM Eastern Time. Critical and High severity issues are monitored and responded to 24/7.
To submit an SLA claim for service credits, the Customer must:
The Provider will review the claim and respond within 10 business days. If the claim is approved, the service credit will be applied to the Customer's next monthly invoice.
For SLA claims, support requests, or questions about this Service Level Agreement, please contact us: