© 2026 OSOS/Omega. All rights reserved.
Omega version: 0.1.0
Product: OSOS / Omega ("Cloud Software")
Provider: Osos AI GmbH, Cosimastraße 121, 81925 Munich, Germany
Effective Date: 30.04.2026
Version: 1.0
Relationship to other documents: This SLA is an annex to the EULA and concretizes the availability commitment set out there (Section 9). It applies exclusively to the Cloud Software (SaaS); separate agreements apply to Self-Hosted or Air-Gapped deployments.
This SLA applies to the productive Cloud Software environment of the Licensee ("Production Environment") for the duration of the active Subscription Term.
Excluded are:
The Licensor commits to a monthly availability of at least 99.0% of the Production Environment ("Target Availability").
Upon request and against a surcharge, higher availability tiers can be agreed (e.g. 99.5% in the Premium tier, 99.9% in the Enterprise tier with dedicated hosting); the applicable tier is set out in the plan configuration on omega123.ai or the individual Order Form.
Monthly availability is calculated as follows:
```
Availability (%) = ((Service Minutes – Downtime Minutes) / Service Minutes) × 100
```
Where:
Measurement is performed via the Licensor's monitoring system; the current availability values are visible on the public status page at [Link Status Page].
The following times are not counted as downtime and are not included in the Service Minutes:
Upon request (Section 6.3), the Licensee receives the following Service Credits, calculated on the monthly subscription remuneration of the affected month, when the Target Availability is not met:
| Availability in calendar month | Service Credit |
|---|---|
| < 99.0% to ≥ 98.0% | 5% |
| < 98.0% to ≥ 95.0% | 10% |
| < 95.0% to ≥ 90.0% | 20% |
| < 90.0% | 30% |
For agreed higher availability targets (e.g. 99.5% or 99.9%), the tier shifts accordingly; the specific values are set out in the Order Form or premium plan.
The Service Credit for a single calendar month is capped at 30% of the monthly subscription remuneration of the affected month. Service Credits are generally credited against the next due invoice; payout occurs only if the contract has already been terminated.
The Licensee must claim Service Credits within 30 days of the end of the affected calendar month in text form, referring to the relevant status page entries or the Licensee's own monitoring data, addressed to the Licensor (email [support@provider.com]). Late claims lapse.
Service Credits are the sole and exclusive remedy for failure to meet the availability commitment. Further claims for damages remain unaffected for the cases of EULA Section 12.1 (in particular intent, gross negligence, personal injury, guarantees, product liability) as well as for breach of cardinal duties pursuant to EULA Section 12.2.
The standard maintenance window is:
> Sunday, 02:00 – 06:00 (CET / CEST)
Scheduled maintenance is generally performed within this window and announced at least 5 business days in advance via the status page and by email to the administrator on file in the account.
Maintenance measures that may lead to noticeable user impact beyond the standard window (major releases, schema migrations) are announced with a lead time of at least 14 days.
Emergency maintenance may be performed without observing the aforementioned deadlines if this is necessary to mitigate acute security risks (e.g. zero-day vulnerabilities) or to restore stability. In such cases the Licensor will inform the Licensee as early as possible (generally ex post) about the measure and its scope.
The following channels are available by default:
[support@provider.com] – Mon–Fri 09:00 – 18:00 CET/CEST (excluding statutory holidays at the Licensor's registered office).Premium and Enterprise plans may include additional channels (phone, dedicated Customer Success Manager, 24/7 support for P1) and Named Support Contacts; the respective conditions arise from the plan or Order Form.
The Licensor classifies incoming support requests as follows:
| Priority | Description | Initial response (business hours) | Status updates |
|---|---|---|---|
| P1 – Critical | Production Environment completely unreachable or core function not usable for the majority of Authorized Users; no workaround. | within 1 hour | at least every 2 hours |
| P2 – High | Significant function substantially impaired; workaround available or individual users affected. | within 4 hours | at least every 8 business hours |
| P3 – Medium | Malfunction with manageable impact; workaround available. | within 1 business day | at least once every 3 business days |
| P4 – Low / Question | General request, feature wish, cosmetic error. | within 2 business days | as needed |
The initial response times stated refer to the defined business hours (Section 8.1). 24/7 support requires a Premium or Enterprise plan.
Initial response means confirmation of receipt by a person, including a first assessment; it is not a commitment to a solution. Concrete solution or recovery time targets can be agreed separately depending on the plan.
The Licensee supports processing through complete error description, affected user/tenant IDs, reproduction steps, logs, screenshots, and — where required — provision of a reproduction environment. Response times only start running once the request is sufficiently specified.
In the event of unsatisfactory support progress, the Licensee may escalate to [escalation@provider.com]. P1 tickets are automatically escalated to on-call from the time of recording.
The Licensor operates a public status page at [Link Status Page] showing ongoing incidents, scheduled maintenance, and historical availability values.
Upon request, the Licensor provides the Licensee with a compact availability report for its Production Environment on a quarterly basis. More detailed or more frequent reports may be agreed as a paid additional service.
Material changes to this SLA are announced with a lead time of at least 60 days; availability and response time commitments will not be changed to the disadvantage of the Licensee during a current Subscription Term. Otherwise, the change provisions of EULA Section 18 apply accordingly.
In case of conflicts between this SLA and the general provisions of the EULA, the more specific provisions of this SLA take precedence with regard to availability and support. Liability and warranty provisions of the EULA otherwise remain unaffected.