Service Level Agreement (SLA)

This SLA forms part of the agreement between Lalinx Private Limited and Customer for the Opsore ITSM service and applies to paid production subscriptions. Beta features, trials, and free plans are excluded.

1. Uptime commitment

Lalinx will make the Service available 99.5% of the time in each calendar month ("Monthly Uptime").

Monthly Uptime = (total minutes in month − Downtime minutes) ÷ total minutes in month × 100

"Downtime" means the Service is unavailable or non-functional for all of Customer's Users, as measured by Lalinx's monitoring, excluding the exclusions in Section 3.

Note: 99.5% allows ~3h 39m of downtime per month. This is a deliberate, honest target for a small team; tighten it only when operations justify it.

2. Service credits

If Monthly Uptime falls below the commitment, Customer is entitled, on request, to a credit against future fees:

Claim process: email billing@opsore.com within 30 days of the month in question with the dates/times of claimed Downtime. Credits are applied to the next invoice (or, for prepaid annual terms, extend the term proportionally). Credits are capped at 30% of the affected month's fees.

Service credits are Customer's sole and exclusive remedy for availability failures, except as stated in the next paragraph. Credits have no cash value and do not survive termination.

Chronic failure: if Monthly Uptime is below 95% in three consecutive calendar months, Customer may terminate the affected subscription on 30 days' written notice and receive a pro-rata refund of prepaid fees for the unused remainder of the term.

3. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance — announced at least 48 hours in advance, performed where practicable between 22:00–06:00 IST, maximum 4 hours per month;
• Emergency maintenance to address critical security issues (announced as soon as practicable);
• Customer's or Users' equipment, network, software, or misconfiguration;
• Customer's breach of the Agreement or suspension permitted under it;
• Third-party services outside Lalinx's control (internet backbone, DNS registries, Customer's identity provider);
• Force majeure events;
• Beta/preview features or use outside the Documentation.

4. Support

Channel: support@opsore.com (creates a ticket automatically).

Hours: Monday–Friday, 09:30–18:30 IST, excluding Indian national holidays. Severity 1 issues are monitored on a best-effort basis outside these hours.

Response targets are commitments to respond, not to resolve. Lalinx sets initial severity in good faith and will re-classify on reasonable request.

5. Maintenance and status communication

• Planned maintenance notices are sent to the account owner's email. Once the Opsore status page is live, maintenance windows and incidents will also be posted there.
• For Sev 1 incidents, Lalinx will post/communicate an initial acknowledgment within the response target and a post-incident summary within 5 business days for incidents exceeding 60 minutes of Downtime.

6. Data protection linkage

Backup, recovery, and breach notification commitments are governed by the Data Processing Agreement, not this SLA.

⚠️ for internal review. Decisions to confirm: (1) can 3 people honestly staff the Sev 1 target? (2) do you want a public status page (strongly recommended — it deflects support load)? (3) credit cap percentage.