Service Level Agreement
Last updated: 21 February 2026
This Service Level Agreement (“SLA”) forms part of the agreement between Direct IT Services UK Ltd, trading as OpsMerge (“OpsMerge”, “we”, “us”), and you (“Customer”) for the use of the OpsMerge platform (“Service”). This SLA applies to all paid subscription plans.
1. Service Availability Commitment
OpsMerge commits to maintaining a monthly uptime percentage of 99.9% for the Service (“Uptime Commitment”). This means that in any given calendar month, the Service will be available and operational for at least 99.9% of the total minutes in that month.
2. Measurement
Monthly uptime percentage is calculated using the following formula:
Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
“Downtime” is defined as any period during which the core Service (authentication, data access, and primary application functions) is materially unavailable to the Customer, as measured by our monitoring systems. Individual API endpoint degradation or intermittent connectivity issues lasting less than five consecutive minutes are not counted as Downtime.
3. Exclusions
The following are excluded from the Downtime calculation and do not count against the Uptime Commitment:
- Scheduled maintenance: Planned maintenance windows occurring on Sundays between 02:00 and 06:00 UTC. We will provide at least 48 hours’ advance notice of any scheduled maintenance via email and the status page.
- Force majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, and similar circumstances.
- Customer-caused issues: Downtime resulting from the Customer’s actions, configurations, equipment, or software, including misuse of the Service or failure to follow recommended configurations.
- Third-party service outages: Outages caused by third-party services or infrastructure providers that are outside our direct control, provided we take reasonable steps to minimise the impact.
- Emergency maintenance: Unscheduled maintenance required to address critical security vulnerabilities or imminent threats to data integrity, for which we will provide as much notice as reasonably practicable.
4. Service Credits
If OpsMerge fails to meet the Uptime Commitment in a given calendar month, the Customer is eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
4.1 Credit Request Process
- Service credits must be requested by the Customer within 30 days of the end of the calendar month in which the Downtime occurred.
- Requests should be submitted to hello@opsmerge.cloud and include the dates and times of the Downtime experienced.
- Approved service credits will be applied as a credit to the Customer’s next invoice. Credits are not redeemable for cash and may not be transferred.
- The maximum total service credits issued for any single calendar month shall not exceed 50% of the Customer’s monthly subscription fee for that month.
5. Incident Response Times
We classify incidents by priority and commit to the following response and update times:
| Priority | Description | Response Time | Update Frequency |
|---|---|---|---|
| P1 – Critical | Service is completely unavailable or a critical function is non-operational for all users. | 30 minutes | Every 1 hour |
| P2 – Major | A major feature is significantly degraded or unavailable, affecting a substantial number of users. | 2 hours | Every 4 hours |
| P3 – Minor | A minor feature is experiencing issues with limited user impact. Workarounds may be available. | 8 hours | Every 24 hours |
| P4 – Low | General enquiries, cosmetic issues, or feature requests that do not affect service operation. | 24 hours | — |
Response times are measured during business hours (Monday to Friday, 09:00 to 18:00 UTC) for P3 and P4 incidents. P1 and P2 response times apply 24 hours a day, 7 days a week.
6. Communication
We provide the following communication channels for service status and incident updates:
- Status page: A public status page displaying real-time service health, ongoing incidents, and scheduled maintenance windows.
- Email notifications: Automatic email alerts for P1 and P2 incidents sent to account administrators and designated contacts.
- Post-incident reports: For P1 incidents, we will publish a post-incident report within 5 business days detailing the root cause, impact, timeline, and remediation steps.
7. Sole and Exclusive Remedy
The service credits described in this SLA are the Customer’s sole and exclusive remedy for any failure by OpsMerge to meet the Uptime Commitment. This SLA does not give the Customer any additional right to terminate the Agreement (see the termination provisions in the Terms of Service for termination rights).
8. Changes to This SLA
We may update this SLA from time to time. We will provide at least 30 days’ notice of any material changes via email. Changes will not apply retroactively and will take effect at the start of the next billing period following the notice period.
9. Contact
For questions about this SLA or to submit a service credit request, please contact us at hello@opsmerge.cloud.