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DE
SLA
Service Level Agreement
v1.0 · 7. Mai 2026
Verfügbarkeitszusagen, Wartungsfenster und Support-Reaktionsziele.
Uptime Commitment
99.9%
Monthly Uptime Target
Availability calculated excluding scheduled maintenance, force majeure, and third-party failures
Uptime Calculation Exclusions
- Scheduled maintenance windows (communicated in advance)
- Force majeure events beyond Optiviera's control
- Third-party internet infrastructure failures
- Customer-side connectivity issues
- Emergency security mitigation activities
- Abuse-related service restrictions
Support Response Targets
PriorityStatusDescriptionResponse Target
Critical (P1)CriticalPlatform down, data breach, service unavailable< 1 hour
High (P2)HighCore feature unavailable, major impairment< 4 hours
Medium (P3)MediumNon-critical feature degraded< 1 business day
Low (P4)LowGeneral questions, feature requests< 3 business days
Scheduled Maintenance
- Routine maintenance announced at least 48 hours in advance
- Emergency maintenance communicated as promptly as feasible
- Maintenance windows scheduled during low-traffic periods where possible
- Maintenance status published on system status page
Service Credits
If Optiviera fails to meet the monthly uptime commitment excluding SLA exclusions, affected customers may be eligible for service credits applied to future billing periods. Credit requests must be submitted within 30 days of the qualifying incident. Credits are the sole remedy for uptime shortfalls under this SLA.