Service Level Agreement
This SLA is incorporated into the Master Service Agreement. Document last revised: May 6, 2026.
Cover Page
| Cloud Service | OriginPSA, as defined in the MSA. |
| Target Uptime | 99.9% per calendar month. |
| Uptime Credits (tiered) | See table below — the credit issued depends on the actual uptime achieved during the affected month. |
| Target Response Time | P1 (production down or critical data loss): four (4) business hours. P2 (significant degradation, no acceptable workaround): one (1) business day. P3 (general questions, minor issues, feature requests): three (3) business days. |
| Response Time Credit | For each support request that misses the Target Response Time, Customer is eligible for a service credit equal to one-half of one percent (0.5%) of the monthly Cloud Service Fees, up to the cap in Section 3.3 of the Standard Terms. |
| Support Channel | The customer portal at originpsa.com/support. Email submissions to support@originpsa.com are also accepted and treated as portal tickets. |
| Business Hours | 9:00 AM – 6:00 PM Eastern Time, Monday through Friday, excluding U.S. federal holidays. P1 incidents are tracked outside business hours; P2 and P3 timers pause outside business hours. |
| Scheduled Downtime | Sundays from 2:00 AM to 6:00 AM Eastern Time, used for planned maintenance. Provider will give at least 48 hours’ advance notice (in-portal banner and email) for any maintenance expected to cause downtime exceeding 15 minutes. Emergency maintenance (security patches, critical bug fixes) may be performed with shorter notice and is treated as Excluded Minutes. |
Tiered Uptime Credits
| Monthly uptime achieved | Service credit |
|---|---|
| ≥ 99.9% | 0% (target met) |
| ≥ 99.0% but < 99.9% | 10% of that month’s Cloud Service Fees |
| ≥ 95.0% but < 99.0% | 25% of that month’s Cloud Service Fees |
| < 95.0% | 50% of that month’s Cloud Service Fees |
Credits apply to future Cloud Service Fees, are not refundable in cash, and are subject to the cap and request procedure in the Standard Terms below.
Standard Terms
1. Uptime
1.1 Target Uptime. Provider will use commercially reasonable efforts to make the Cloud Service available for at least the Target Uptime as calculated each calendar month.
1.2 Calculating Uptime.Availability is calculated as (Available Minutes − Downtime Minutes) ÷ Available Minutes for the calendar month. For partial months in a Subscription Period, the numerator and denominator include only the days within the Subscription Period for that month.
2. Response Time
2.1 Target Response Time. Provider will use commercially reasonable efforts to respond to support requests submitted to the Support Channel within the Target Response Time stated above.
2.2 Calculating Response Time.Response time is the elapsed time between Customer’s submission to the Support Channel and a specific acknowledgement by Provider or Provider’s support representative. Automated responses do not count as a specific acknowledgement.
3. Remedies
3.1 Service Credit. If actual monthly uptime falls below the Target Uptime, Customer is eligible for the Uptime Credit set forth in the tiered table on the Cover Page. If a support request is not specifically acknowledged within the Target Response Time, Customer is eligible for the Response Time Credit. Service Credits apply only against future Cloud Service Fees.
3.2 Requesting a Service Credit.To receive a Service Credit, Customer must notify Provider within 7 days of the end of the affected month, with details of (a) the periods of unavailability or the missed support request, (b) Customer’s attempts to access or contact, and (c) any other information reasonably requested. Eligibility expires if not requested within that 7-day window.
3.3 Service Credit Limitations. Service Credits are not exchangeable for cash and do not earn interest. Service Credits accrued in any single Subscription Period are capped at eight percent (8%) of the Cloud Service Fees for that Subscription Period and expire when the applicable Order Form ends.
3.4 Termination Right. If actual uptime falls below the Target Uptime for two (2) of any three (3) consecutive months and Customer has timely notified Provider for each affected month, Customer may terminate the affected Order Form immediately upon written notice and receive a prorated refund of prepaid Fees for the remainder of the Subscription Period.
3.5 Exclusive Remedy.This SLA describes Customer’s exclusive remedy and Provider’s entire liability for any failure of the Service to meet the Target Uptime or Target Response Time.
4. Definitions
4.1 “Available Minutes” means the total number of minutes in a calendar month, minus Excluded Minutes and Scheduled Downtime.
4.2 “Downtime Minutes”means the total number of minutes in a calendar month when the Service is not available to Customer, as confirmed by Provider’s internal monitoring systems, minus Excluded Minutes and Scheduled Downtime.
4.3 “Excluded Minutes”means time during which the Service is unavailable due to (a) a Force Majeure Event; (b) general Internet connectivity issues outside Provider’s reasonable control; (c) equipment, software, or services provided by parties other than Provider and not within Provider’s reasonable control; or (d) Customer’s use in a manner not authorized by the Agreement.
4.4 “Service Credit” means the accrued Uptime Credit plus the accrued Response Time Credit.
The Standard Terms above are based on the Common Paper Service Level Agreement Standard Terms (Version 2.0), used and modified under the Creative Commons Attribution 4.0 International (CC BY 4.0) license. The original is available at commonpaper.com/standards/service-level-agreement.