P1
Critical — production-blocking issue affecting multiple users
- Initial response
- 1 business hour
- Resolution target
- 4 business hours
- Example
- Bid submission deadline approaching, takeoff service is down, no workaround.
Service Level Agreement
What we commit to. What we owe you when we miss.
Tiered uptime commitments by plan, severity-based support response times, and service credits for missed targets. Standard contract for all paying plans.
Uptime
By plan
Measured monthly. Excludes scheduled maintenance announced 7+ days in advance and force majeure.
| Plan | Uptime commitment | Credit if < 99.5% | Credit if < 99% | Credit if < 95% |
|---|---|---|---|---|
| Starter | 99.9% | 10% of monthly fee | 25% of monthly fee | 50% of monthly fee |
| Professional | 99.95% | 10% of monthly fee | 30% of monthly fee | 100% of monthly fee |
| Enterprise | 99.99% | 20% of monthly fee | 50% of monthly fee | 100% of monthly fee + 1 month free |
Support response
Severity-based SLAs
Initial response = first human reply. Resolution target = workaround or fix. Both apply during business hours (Mon-Fri 9am-6pm PT) on Starter + Professional, 24/7 on Enterprise.
P2
High — major feature broken; workaround exists
- Initial response
- 4 business hours
- Resolution target
- 1 business day
- Example
- Document version compare returning incorrect diffs; cost sanity panel hangs.
P3
Medium — minor feature issue; multiple workarounds
- Initial response
- 1 business day
- Resolution target
- 5 business days
- Example
- Specific export format misformats currency in one column.
P4
Low — feature request, cosmetic issue, documentation question
- Initial response
- 3 business days
- Resolution target
- Next quarterly release
- Example
- Help Center article needs update; new dashboard widget request.
Claiming credits
How service credits work
- 01
Notice
Email sla@omnitakeoff.com within 30 days of the incident with the time window + symptom description.
- 02
Verification
We compare against our internal monitoring + the public status page; respond within 5 business days with the credit calculation.
- 03
Credit applied
Approved credits show on your next invoice as a line-item credit. Credits don't roll over more than 12 months.
Exclusions
What's not covered
- Customer-caused outages (e.g. network connectivity from your office, expired SSL certs on integrated systems)
- Force majeure events (natural disasters, government action, internet backbone failures)
- Beta features explicitly marked as such
- Scheduled maintenance announced 7+ days in advance
- Third-party service outages (AWS region-wide events) — we work to mitigate but can't credit on every upstream issue
Want a custom SLA?
Enterprise tier supports custom SLA negotiation.
Higher uptime targets, 24/7 support, named contacts, faster response — all configurable on Enterprise contracts.