Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability target for the oiva.dev platform (survey creation, the admin dashboard, and the embeddable feedback widget). As an early-stage product we are publishing a straightforward, honest commitment now and will expand it — including formal service credits — as the platform matures.

We target 95% monthly uptime for the oiva.dev Service, meaning the admin dashboard and the public endpoints used by the embeddable widget to load survey configurations and accept responses.

Uptime is measured over each calendar month as:

(Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100

“Downtime” means the Service is unreachable or returns server errors for a sustained period, as recorded by our own monitoring. Excluded periods (see Section 3) are not counted as downtime.

• Scheduled maintenance performed in accordance with Section 4.
• Force majeure events outside our reasonable control.
• Issues caused by the Customer's own systems, network, or third-party integrations.
• DNS, ISP, or public internet issues outside our infrastructure.
• Beta or experimental features explicitly marked as such.

Where possible, we will announce planned maintenance at least 24 hours in advance by email or an in-app notice. We aim to schedule maintenance outside typical business hours (CET).

We currently provide best-effort support with no guaranteed response times. As we grow, we plan to introduce tiered support with formal response-time commitments.

This SLA is a transparency commitment, not yet a penalty-backed guarantee — we do not currently offer service credits or refunds for missing the uptime target. We intend to introduce service credits for paid tiers as the platform matures; this page will be updated when that happens.

If you believe the Service is down or degraded, contact us at [email protected] and we will investigate as quickly as we can.

We may update this SLA as the platform matures, including introducing formal service credits. Material changes will be communicated by email or an in-app notice at least 14 days before they take effect.