Service Level Agreement

Effective Date: February 1, 2026

Last Updated: February 1, 2026

Company: Otesse LLC

This Service Level Agreement ("SLA") sets forth the service availability commitments, performance standards, and support response times that Otesse LLC ("Otesse," "we," "us," or "our") commits to providing for its field service management platform and related services (the "Services"). This SLA forms part of the Terms of Service between Otesse and its customers.

1. Platform Availability

1.1 Uptime Commitment

Otesse commits to maintaining 99.9% uptime for the core platform Services, measured on a monthly basis. "Uptime" means the percentage of time during a calendar month that the core platform is operational and accessible to authenticated users.

Uptime Calculation:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

1.2 What Constitutes Downtime

"Downtime" means any period of 5 or more consecutive minutes during which the core platform is completely unavailable to all users, as measured by Otesse's monitoring systems. A period of unavailability is deemed to begin when Otesse's monitoring confirms the outage and ends when monitoring confirms restoration of service.

1.3 Exclusions

The following are excluded from Downtime calculations:

Scheduled Maintenance — Planned maintenance windows that are communicated to users at least 48 hours in advance. Otesse schedules maintenance during low-traffic periods, typically between 2:00 AM and 6:00 AM Pacific Time on weekdays or weekends.
Force Majeure Events — Outages caused by events beyond Otesse's reasonable control, including natural disasters, war, terrorism, government actions, labor disputes, or widespread internet infrastructure failures.
Third-Party Services — Outages or degraded performance of third-party services outside Otesse's direct control, including Stripe (payment processing), email delivery providers, mapping services, or third-party APIs. Otesse will make reasonable efforts to mitigate the impact of third-party outages.
Customer-Caused Issues — Service disruptions caused by the customer's own actions, including misuse of the platform, unauthorized modifications, or network issues on the customer's end.
Emergency Maintenance — Unscheduled maintenance required to address critical security vulnerabilities, data integrity issues, or imminent threats to the platform. Otesse will provide as much advance notice as reasonably possible and will limit the duration of emergency maintenance.

2. Performance Standards

2.1 Response Time

Otesse targets the following performance standards for the core platform under normal operating conditions:

Metric	Target
Page load time (95th percentile)	Less than 3 seconds
API response time (95th percentile)	Less than 500 milliseconds
Search query response time	Less than 2 seconds
Real-time notification delivery	Less than 5 seconds

These targets are measured from Otesse's infrastructure and do not account for network latency on the user's end.

2.2 Data Durability

Otesse maintains multiple redundant copies of all customer data across geographically distributed data centers. Our infrastructure is designed for 99.99% data durability, meaning the probability of data loss in any given year is less than 0.01%.

3. Support Response Times

Otesse provides customer support through email (hello@otesse.com) and in-platform live chat. Support response times are based on the severity of the issue:

3.1 Severity Levels

Severity	Definition	Examples
Critical (P1)	The platform is completely unavailable or a core function is inoperable, affecting all or most users with no workaround available.	Complete platform outage, payment processing failure for all users, data loss or corruption.
High (P2)	A major feature is significantly impaired, affecting many users, but a workaround may exist.	Booking system errors for a specific zone, intermittent authentication failures, invoice generation delays.
Medium (P3)	A feature is partially impaired with limited impact, or a workaround is available.	UI rendering issues on specific browsers, slow report generation, minor display errors.
Low (P4)	A minor issue, cosmetic defect, or general question that does not affect core functionality.	Feature requests, documentation questions, UI preference suggestions.

3.2 Response Time Commitments

Severity	Initial Response	Status Update Frequency	Target Resolution
Critical (P1)	Within 1 hour	Every 2 hours	Within 4 hours
High (P2)	Within 4 hours	Every 8 hours	Within 24 hours
Medium (P3)	Within 1 business day	Every 2 business days	Within 5 business days
Low (P4)	Within 2 business days	As needed	Best effort

"Business day" means Monday through Friday, 8:00 AM to 6:00 PM Pacific Time, excluding U.S. federal holidays. Critical (P1) and High (P2) issues are monitored 24/7.

3.3 Escalation Path

If you believe your issue is not being addressed with appropriate urgency:

Level 1 — Reply to your existing support thread and request escalation.
Level 2 — Email hello@otesse.com with subject "ESCALATION" and your ticket reference number.
Level 3 — For Critical issues unresolved beyond the target resolution time, a senior engineer and account manager will be assigned to your case.

4. Remedies for SLA Breaches

4.1 Service Credits

If Otesse fails to meet the 99.9% uptime commitment in any calendar month, you are eligible for a service credit applied to your next invoice:

Monthly Uptime	Service Credit
99.0% to 99.9%	5% of monthly fees
95.0% to 99.0%	10% of monthly fees
90.0% to 95.0%	25% of monthly fees
Below 90.0%	50% of monthly fees

4.2 How to Request a Service Credit

To request a service credit:

Email hello@otesse.com within 30 days of the end of the month in which the SLA was not met.
Include your account information and the dates and times of the experienced downtime.
Otesse will validate the claim against our monitoring data and respond within 10 business days.

4.3 Credit Limitations

Service credits are applied as a credit to future invoices and are not redeemable for cash.
Service credits may not exceed 50% of the monthly fees for the affected month.
Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
Customers must be in good standing (no overdue invoices) to be eligible for service credits.

5. Scheduled Maintenance

5.1 Maintenance Windows

Otesse performs routine maintenance during the following preferred windows:

Primary window: Tuesdays and Thursdays, 2:00 AM – 4:00 AM Pacific Time
Extended window: Sundays, 12:00 AM – 6:00 AM Pacific Time (for major updates)

5.2 Maintenance Notifications

Routine maintenance: Notification via email and in-platform banner at least 48 hours in advance.
Major updates: Notification at least 7 days in advance, with a description of changes and expected impact.
Emergency maintenance: Notification as soon as reasonably possible, typically via in-platform banner and email.

5.3 Maintenance Impact

During maintenance windows, the platform may experience brief interruptions. Otesse strives to minimize impact by using rolling deployments and zero-downtime deployment strategies where possible.

6. Data Backup and Recovery

Backup frequency: Continuous replication with point-in-time recovery capability.
Backup retention: 30 days of point-in-time recovery data.
Recovery time objective (RTO): Less than 4 hours for full platform recovery from a disaster scenario.
Recovery point objective (RPO): Less than 1 hour of data loss in a disaster scenario.

7. Changes to This SLA

Otesse may modify this SLA from time to time. Material changes will be communicated at least 30 days in advance via email and in-platform notification. Your continued use of the Services after the effective date of the modified SLA constitutes your acceptance of the changes.

8. Contact

For questions about this Service Level Agreement or to report an SLA breach, please contact:

Otesse LLC

Email: hello@otesse.com

Website: otesse.com

Location: Oregon, USA