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Software Service Level Agreement

Last updated on 17 April 2026

A. Purpose

This Service Level Agreement (“SLA”) outlines the service level requirements for the services provided by Omni (“Service Provider”) to the Customer as per the Subscription Form. This SLA shall be governed by the terms of the Subscription Form and the Terms of Service. All capitalized terms, not defined herein, shall have the meanings as set forth in the Subscription Form or the Terms of Service.

B. Service Level Targets

Availability: The Service Provider shall provide the Services to the Customer with an uptime of 99.9% during the applicable measurement period, subject to the Exclusions in Section F.
- “Service Uptime” means (i) the total number of minutes during which the Services are available and accessible to the Customer, divided by (ii) the total number of minutes in the applicable measurement period, expressed as a percentage.
Downtime: The Service Provider will notify the Customer of any planned maintenance or scheduled downtime at least 48 hours in advance.
Interruptions: In the event of a Service Interruption, the Service Provider will use commercially reasonable efforts to restore service as quickly as possible. The Service Provider will provide the Customer with regular updates on the status of the Service Interruption.

C. Incident Management

We work with our Customers to ensure the reported technical issue is appropriately prioritized and addressed. Our response times and actions are based on an assessment of the impact of the reported technical issue the Customer is facing. The more serious the business impact, the higher the assigned priority. Accurately prioritizing the technical issue is critical to our mutual success.

Any incident shall be reported to the Service Provider as per the following mechanism:

Priority Support Matrix

When reporting an incident, the Customer should indicate the priority of the incident using the correct description. The Service Provider will have the right to revise a priority classification, provided that the Customer is informed of any such revision.

Priority	Impact	Examples
P1: Critical	A critical impact on business operations and unable to perform core business functions.	Service is "down". There is a complete service outage at one or multiple sites. All users at one or multiple sites are affected.
P2: Serious	Partial outage to business systems, and quality of services, or a service feature is unavailable or failing.	Operation of a service is severely degraded, but operable. A large number of users are affected, or a small number of important users are affected.
P3: Moderate	Outage to non-business critical services, with limited impact to its quality.	Operational performance is impaired, while most service activity remains functional. Some users could be slightly affected, or a low number of users more affected.
P4: Low	Non-service affecting with workarounds available.	A minor service issue, where there is little or no effect on business operations. Ranging from a few users moderately affected, to all users affected by a service issue.

Incident Resolution Matrix

Priority	Response Time	Resolution Time
P1: Critical	15 Minutes	4 Hours
P2: Serious	4 Hours	1 Business Day
P3: Moderate	1 Business Day	5 Business Days
P4: Low	2 Business Days	10 Business Days

D. Escalation Process

We believe in offering our customers an exceptional level of support. In the event that the Service Provider fails to meet the Service Level Targets outlined in this SLA, the Customer may escalate the issue as per the following escalation process:

Level 1 – General Support

The Customer may contact our support team via email or Slack to report the issue, on the details provided hereunder. Unless specifically flagged as a P1 and P2 category incidents, the support team will acknowledge receipt of the issue within 1 business day and provide resolution in 5 business days.

Level 2 - Technical Support

If the issue remains unresolved, the Customer may escalate the issue by replying to the existing ticket and copying the technical support team, on the details provided hereunder. The technical support team will acknowledge receipt of the issue within 4 hours and will provide a response within 1 business day.

Level 3 - Management Escalation

If the issue still remains unresolved, the Customer may escalate the issue to the our management team, on the details provided hereunder. The management will acknowledge receipt of the issue within 2 hours and will provide a response within 8 hours.B

E. Reporting

Upon request, the Service Provider will provide the Customer with reasonable information relating to service performance against the Service Level Targets (for example, incident logs, response/resolution performance, and service delivery status).

F. Exclusions

Notwithstanding anything contained hereunder, the Service Provider shall not be liable for any damages or losses resulting from service interruptions or outages or any claims that arise out of, or are a result of (i) any actions or omissions of a third party; (ii) any Force Majeure Events; (iii) any scheduled maintenance or scheduled downtime notified in advance in accordance with this SLA; (iv) Equipment of the Customer, and or third party software, hardware or network infrastructure; or (v) failure of the Customer to abide by the terms of this SLA or the Subscription Form.

G. Amendment

Any amendments to this SLA shall be made in writing and agreed upon by both parties.

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