Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes Ozma platform commitments for paying customers on eligible plans. It does not cover third-party upstream APIs. Enterprise customers may negotiate custom SLAs via support@ozma.app.

1. Covered services

• Ozma gateway (gateway.ozma.app) — authenticated API proxy
• Ozma API control plane (api.ozma.app) — auth, keys, billing, catalog
• Ozma MCP server (mcp.ozma.app) — agent tool endpoints

Upstream provider APIs, Stripe Checkout outages, and customer misconfiguration are excluded.

2. Availability target

Ozma targets 99.5% monthly uptime for covered services, excluding scheduled maintenance (announced ≥24 hours in advance) and force majeure events.

Uptime is measured as successful responses (HTTP 2xx/4xx from Ozma itself, excluding 429 rate limits caused by customer overuse) divided by total minutes in the month.

3. Support response

• Standard: email support@ozma.app — target first response within 2 business days
• Priority (enterprise): target first response within 1 business day for severity-1 platform outages

4. Service credits

If monthly uptime falls below 99.5% and you submit a claim within 30 days, you may receive prepaid credit remedies:

• 99.0% – 99.5%: 5% of monthly platform fees (or equivalent credit value)
• 95.0% – 99.0%: 10%
• Below 95.0%: 25%

Credits are your sole remedy for SLA breaches unless mandatory law provides otherwise. See Terms for general liability limits.

5. Maintenance & incidents

We publish status updates for major incidents. Subscribe to status notifications (when available) or follow support channels for updates.

6. Claiming credits

Email support@ozma.app with account email, affected service, time range, and impact description. We will verify against internal telemetry and apply approved credits to your balance.