This Service Level Agreement ("SLA") describes the availability and support commitments Omni makes for eligible paid plans. It forms part of our Terms of Service.
1. Uptime Commitment
We target a monthly uptime of 99.9% for the core platform, measured excluding scheduled maintenance and events outside our reasonable control.
2. Scheduled Maintenance
We aim to perform maintenance during low-traffic windows and to provide advance notice of any maintenance expected to cause downtime. Emergency maintenance may be carried out without notice to protect the platform.
3. Exclusions
The uptime commitment does not apply to downtime caused by factors beyond our control, including:
- Third-party platform outages (for example WhatsApp, Messenger, Instagram, or payment providers);
- Your own configuration, integrations, or network;
- Force-majeure events; and
- Suspension due to a breach of our Terms of Service or Acceptable Use Policy.
4. Support
We provide support through the channels associated with your plan and aim to acknowledge requests within the response targets described for that plan. Higher-tier plans may include priority support.
5. Service Credits
Where offered, service credits are the sole and exclusive remedy for failing to meet the uptime commitment. Credits must be requested within 30 days of the affected period and are applied to future invoices.
6. Requesting a Credit
To report an outage or request a service credit, contact us with the relevant dates and details through our contact page.
7. Contact Us
If you have questions about this Service Level Agreement, we're here to help. Reach our team through our contact page and we will respond as soon as we can.
Questions about this page?
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