Service Level Agreement (SLA)



This Service Level Agreement (“SLA”, “Agreement”) is an agreement between Occuz (“Occuz”, “Company”, “we”, “us”, or “our”) and you (“Customer”, “User”, “you”, or “your”). This SLA defines service availability targets, support scope, incident response objectives, and operational commitments for the Occuz platform.



Service Scope


This SLA applies to the production environment of short URL creation, QR codes, URL and QR code redirection, analytics, data processing, and core application infrastructure operated by Occuz.



Service Availability Target


Occuz is designed for high availability using distributed infrastructure, reverse proxies, load balancing, automated health checks, and AI-assisted recovery systems.

Availability Commitment: Occuz targets 99.9% monthly uptime for the core redirection service.

Definition of Uptime: Uptime is calculated as the total number of minutes in a calendar month minus minutes of confirmed Critical Severity (Level 1) downtime, divided by the total minutes in that month.

Downtime is defined as a complete inability for the majority of users to access core URL redirection functionality, as confirmed by Occuz monitoring systems. Partial degradation, analytics delays, or isolated regional disruptions do not constitute downtime unless classified as Severity Level 1.

Availability calculations exclude Scheduled Maintenance, SLA Exclusions, and Extraordinary Events / Force Majeure Events .



Support Hours


  • Monday to Friday
  • 07:00 AM – 10:00 PM Eastern Standard Time (EST)

Support access requests may be submitted 24/7 via the platform or email.



Incident Reporting & Communication


All incidents must be reported through the official support section within the customer account. If unavailable, email you may submit a request via the Occuz support portal or you may send an email to support@occuz.com.

SLA response and restoration objectives are measured only from the time an incident is detected by Occuz monitoring systems or reported through official channels.



Incident Severity Levels


Severity Level 1 – Critical

  • Global redirection failure
  • Core platform unavailable
  • Majority of traffic not processing

Initial response target: 2 hours (during support hours) / 6 hours (outside support hours)

Service restoration objective (RTO): commercially reasonable efforts to restore core functionality within 12 hours of confirmed detection.

Severity Level 2 – High

Response target: 7 business hours

Severity Level 3 – Normal

Response target: 7 business days

All response and restoration objectives are subject to suspension under Extraordinary Events / Force Majeure Impact.



Stabilization Period


Following restoration of a Severity Level 1 incident, Occuz may require up to 72 hours of controlled stabilization. This period is considered operational and does not reset SLA timers.



Scheduled Maintenance


  • Performed during low-traffic windows when reasonably possible
  • Excluded from uptime calculations
  • May occur during high-traffic windows if necessary to prevent service failure


Customer Responsibilities


  • Correct DNS and integration configuration
  • Secure account credential management
  • Providing sufficient technical detail when reporting incidents
  • Compliance with Terms of Use


SLA Exclusions


This SLA does not apply to degradation caused by:

  • Third-party cloud or network provider failures
  • Global internet routing issues
  • Customer misconfiguration or custom code
  • DDoS or security mitigation actions
  • Platform abuse
  • Events described in Extraordinary Events / Force Majeure Impact section


Service Credits


If Occuz fails to meet the monthly Availability Commitment in the Service Availability Target section, eligible paid Customers may request a service credit.

Credit Structure:

  • 99.0% – 99.49% uptime: 5% of the affected month’s service fee
  • 98.0% – 98.99% uptime: 10% of the affected month’s service fee
  • Below 98.0% uptime: 15% of the affected month’s service fee

Credits:

  • Apply only to the monthly fee for the affected service period
  • Must be requested within 14 days of the end of the affected month
  • Require submission of reasonable supporting information
  • May not exceed 15% of the monthly service fee in any calendar month
  • Have no cash value and apply only to future service periods

Service credits are the sole and exclusive remedy for failure to meet the Availability Commitment.

Service credits shall not apply to incidents arising from SLA Exclusions or Force Majeure sections.



Architectural Reliability


  • Load-balanced entry points
  • Redundant proxy layers
  • Automated failover monitoring
  • Real-time traffic management


Service Migration


Occuz may conduct infrastructure migrations up to twice annually.

  • May result in temporary disruption up to 72 hours
  • Excluded from uptime calculations
  • May result in loss of access or processing capability

Occuz shall have no liability for any data loss, service interruption, or operational impact occurring during or as a result of scheduled migration activities.



Time Zone Standardization


All SLA measurements are calculated in Eastern Standard Time (EST).



Limitation of Liability


Customer’s sole and exclusive remedy for failure to meet service levels is service credits as described herein.

In no event shall Occuz’s total aggregate liability exceed the total fees actually paid by Customer during the twelve (12) months preceding the event giving rise to the claim.

To the maximum extent permitted by applicable law, Occuz shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including loss of revenue, profits, data, or business opportunity, even if advised of the possibility of such damages.

Occuz shall have no liability for events described in the Extraordinary Events / Force Majeure Impact section.



Extraordinary Events / Force Majeure Impact

Occuz shall not be liable for failure or delay resulting from events beyond its reasonable control including war, terrorism, natural disasters, government action, infrastructure collapse, widespread telecommunications failure, cyber warfare, or similar events (“Force Majeure Event”).

  • SLA objectives may be suspended
  • Uptime excludes such duration
  • No service credits apply
  • Communication may be limited


Governing Law and Dispute Resolution


This SLA shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles.

To the extent permitted by applicable law, Customer agrees to resolve disputes on an individual basis and not as part of any class, collective, or representative proceeding.



Severability


If any provision is held unenforceable, the remaining provisions shall remain in full force and effect.



Disclaimer of Warranties


Except as expressly stated herein, the services are provided “AS IS” and “AS AVAILABLE.” Occuz disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.



Order of Precedence


If a separate written master services agreement exists between the parties, its terms shall control in the event of conflict with this SLA.



Entire Agreement


This SLA constitutes the entire agreement between the parties with respect to service levels and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written, relating to its subject matter.



Modifications


Occuz may update this SLA at any time. Continued use of the service constitutes acceptance of the revised SLA.



Contact


All SLA inquiries must be submitted via the support portal or support@occuz.com.



Last updated: 22 March 2026