Draft document. Pending review by qualified legal counsel before publication.
1. Scope of This Page
This page explains how the OMC Cloud Service Level Agreement (SLA) is structured. For the specific availability commitment and credit terms that apply to your server, contact sales@omccloud.com.
2. What's Covered
The SLA framework covers network availability (see Network) and hardware replacement for failed components on dedicated hardware.
3. Service Credits
Where a service credit applies under your agreement, it is calculated based on the terms confirmed at the time of order and applied to a future invoice.
4. Exclusions
Scheduled maintenance (announced in advance), issues caused by your own configuration or software, and events outside OMC Cloud's reasonable control are typically excluded from SLA credit calculations.
5. Filing a Claim
To file an SLA claim, email support@omccloud.com with your server details and a description of the incident, including timestamps.
6. Contact
Questions about the SLA can be sent to sales@omccloud.com.