This Service Level Agreement (“SLA”, “Agreement”) is an agreement between Occuz (the site owners, we, us, our or the company) and you (“User”, “you” or “your”). This Service Level Agreement (“SLA”) defines the service availability, support scope, incident response objectives, and operational commitments for the Occuz platform.
1. Service Scope
This SLA applies to the production of short URL creation, QR codes, URL and QR code redirection, analytics, data processing, and core application infrastructure operated by Occuz.
2. Service Availability Target
Occuz is designed for high availability using distributed infrastructure, reverse proxies, load balancing, automated health checks, and AI-assisted non-critical recovery systems.
Target uptime: 99.9% annual uptime, excluding scheduled maintenance and events outside Occuz’s reasonable control (such events, as outlined in the SLA Exclusions section, may include but are not limited to force majeure, third party failure which includes internet service provider ISP failure, google, microsoft, amazon web services failures, etc...).
3. Support Hours
Standard technical support is available:
- Monday to Friday
- 07:00 AM – 10:00 PM Eastern Standard Time (EST)
Support access is available 24/7 through the platfrom and via email
Requests submitted outside these hours are logged and processed at the beginning of the next support window.
Severity Level 1 incidents which may be reported within support hours or detected by Occuz outside of support hours may be worked on outside these hours until stability is restored.
4. Incident Reporting & Communication
All incidents must be reported by the customer through the support section within the customers account on the Occuz platform. If the Occuz platform support option is not available, then the customer may communicate via email to support@occuz.com. Should the customers account have a paid enterprize support service add on then the customer can, in addition to communicating through the dedicated support channels, directly contact the customers assigned account manager for service level 1 incidents only.
Any direct communication to Occuz personnel or technical resources outside of the designated support channels, and without an active support add-on, may not be monitored or responded to.
Such communication may, at Occuz’s sole discretion:
- (a) be deferred to the next available support window,
- (b) require resubmission through the official support channel, or
- (c) be treated as a violation of the platform’s communication policy.
Repeated breaches of this policy may result in temporary suspension of account access or other administrative action.
SLA response and restoration time objectives are measured only from the time the incident is:
- Detected by Occuz monitoring systems, or
- Reported to Occuz through the official support channel, and
- Failure point was discovered.
Occuz operates as a self-serve platform. Unless the customer has purchased support or managed service plan that explicitly includes communication services, Occuz is not obligated to:
- Provide proactive outage notifications
- Provide ongoing status updates
- Issue incident reports
- Distribute post-incident root cause analysis
For customers with support plans, communication, reporting, and live status updates are provided according to the scope and support hours defined in the applicable paid agreement. Communication time is considered part of the purchased support hours.
Customers without an active support or managed communication plan may experience limited or no direct outage communication.
5. Incident Severity Levels
Severity Level 1 – Critical
- Global redirection failure
- Core platform unavailable
- Majority of traffic not processing
Initial response target: within 1 hours (during support hours) and 4 hours outside of support hours
Service restoration objective (RTO): minimum 7 hours from failure point detection
Severity Level 2 – High
- Major feature degradation
- Regional performance impact
Response target: within 7 business hours
Severity Level 3 – Normal
- Individual customer issues
- Non-critical functionality
Response target: 7 business days
6. Stabilization Period
After restoration of a Severity Level 1 incident, the platform may require up to 72 hours of controlled stabilization. During this time:
- Analytics reconciliation may continue
- Cache and traffic balancing may be in progress
This state is considered operational and does not reset SLA timers.
7. Scheduled Maintenance
Scheduled maintenance happens frequently and is only communicated to customers with a support addon when deemed necessary and impactful to ongoing cutomer operations. This maintenance is performed:
- During low-traffic windows whenever possible
- Is excluded from uptime calculations
- May be required for security, scaling, or infrastructure upgrades
- May happen during high-traffic windows only when necessary to avoid service failure
8. Customer Responsibilities
Customers are responsible for:
- Correct integration and DNS configuration
- Maintaining secure account credentials
- Reporting incidents with sufficient technical detail
- Platform abuse is not conducted in accordance to the terms of use
9. SLA Exclusions
This SLA does not apply to service degradation caused by but not limited to:
- Third-party cloud or network provider failures
- Global internet routing issues
- Force majeure events
- Customer misconfiguration or custom code
- DDoS or security mitigation actions
- Platform abuse
- Other unforceable circumstances deemed as an exclusion at the sole discretion of Occuz
10. Service Credits
Service credits, if applicable, are provided solely at Occuz’s discretion and apply only to paid customer plans. Credits have no cash value and are applied to future service periods.
Eligibility for any service credits requires that the incident was reported in accordance with the Incident Reporting & Communication section and supported by a strong technical loss claim where it is evaluated, valued and awarded or denied at the sole discretion of Occuz.
11. Architectural Reliability
The Occuz platform is built using a hybrid cloud, partially centralized and partially decentralized architecture with local on-prem network controls that includes:
- Load-balanced entry points
- Redundant reverse proxy layers
- Automated failover and health monitoring
- Real-time traffic management
- AI-assisted non-critical recovery procedures
12. Service Migration
Scheduled service infrastructure migration may happen up to twice a year, for all or parts of the service architecture, considered a service level 1 critical support matter, and is only communicated to customers with a support addon, when deemed necessary and impactful to ongoing cutomer operations. This migration is performed when service availability requires larger scale infrastructure with the following:
- Partial disruption of service within and up to 72 hours
- Is excluded from uptime calculations
- Data loss for any input done by a customer after service migration has begun
- Total loss of access and processing capability during all or part of the migration period
13. Time Zone Standardization
All SLA measurements are calculated in Eastern Standard Time (EST), regardless of customer location.
14. Limitation of Liability
To the maximum extent permitted by law, this SLA defines service targets only and does not constitute a guarantee of uninterrupted service. Occuz shall not be liable for indirect, incidental, or consequential damages, including loss of revenue, data, or business opportunity.
15. Modifications
Occuz may update this SLA as the platform evolves. The latest version will always be published on this page, it is the responisiblity of the customer to continue monitoring this page for changes and updates.
16. Contact
All SLA related questions can be submitted through the support section within the console of the customer account however, should the support option be not available then an email can be sent addressed to support@occuz.com
The support section within the Occuz platform, and/or conditionally through email, are the only official channels for SLA time measurement and support tracking.