Service level agreement
This agreement applies to paid plans. The Free plan has no service level commitment.
Availability
We aim for the app to be available 99.5% of each calendar month, measured at the sign-in page and the API from outside our hosting provider.
Not counted as downtime:
- Planned maintenance announced at least 48 hours ahead, up to 4 hours a month, scheduled outside 8 am to 6 pm Eastern time on weekdays.
- Problems caused by the Customer, its users, its network or its other providers.
- Suspension under the terms of service.
- Events beyond our reasonable control, other than failures of our own subprocessors.
Service credits
| Monthly availability | Credit on that month's fee |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 95.0% | 10% |
| Below 95.0% | 25% |
Ask for a credit within 30 days after the month ends by emailing support@obmr.app. Credits apply to the next invoice, are the Customer's only financial remedy for downtime, and cannot exceed that month's fee. If availability is below 95.0% in two months in a row, the Customer may also end the subscription and receive a refund of prepaid fees for the remaining term.
Support
| Priority | Example | First response |
|---|---|---|
| Urgent | Nobody can sign in, or a suspected security incident | 4 business hours |
| High | A key feature is broken with no workaround | 1 business day |
| Normal | Questions, minor problems | 2 business days |
Business hours are 9 am to 5 pm Eastern time, Monday to Friday, excluding Ontario statutory holidays. Reach us at support@obmr.app; for security incidents use security@obmr.app.
Status and incidents
We will tell affected customers about any outage longer than 30 minutes, and give a written summary of cause and fixes within 5 business days of any outage longer than 4 hours.