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Platform Service Level Agreement (SLA)

TABLE OF CONTENTS
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1. Overview

This Service Level Agreement ("SLA") describes the uptime commitment Occulights provides for the Occulights platform. It does not cover the physical sensor/light hardware itself, which is addressed separately under product warranty terms.

2. Definitions

  • Uptime Percentage: The percentage of total minutes in a calendar month during which the platform was available, calculated as:

Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100

 

  • Downtime: Any period during which the platform is unreachable or returns errors on core functionality (dashboard login, live occupancy status, analytics access), as measured by Occulights' monitoring systems.
  • Scheduled Maintenance: Planned periods of unavailability communicated to customers in advance, used for updates, patching, or infrastructure changes. Scheduled Maintenance is excluded from Downtime calculations.

3. Uptime Commitment

Occulights targets 99.5% platform uptime, measured monthly, excluding Scheduled Maintenance and the Exclusions listed in Section 5.

This is a stated service target, not a financial guarantee — no service credits or refunds are issued for uptime falling below this target. Occulights is committed to transparency around performance and will communicate proactively about incidents affecting availability.

4. Scheduled Maintenance

  • Routine maintenance windows will be communicated to customers at least 24 hours in advance via email and/or the platform dashboard, where practical.
  • Occulights aims to schedule maintenance outside standard business hours (local to the majority of affected customers) whenever possible.
  • Emergency maintenance required to address a security issue or critical bug may be performed with shorter or no advance notice.

5. Exclusions

The following are excluded from the uptime calculation and from Occulights' responsibility under this SLA:

  • Issues caused by the customer's own network, firewall, Wi-Fi, or internet service provider
  • Issues with third-party services the platform depends on but does not control (e.g., Microsoft 365 outages affecting calendar integration)
  • Force majeure events (natural disasters, widespread internet or cloud provider outages, etc.)
  • Customer misuse, unauthorized modifications, or use outside documented specifications
  • Beta or preview features explicitly marked as such

6. Monitoring & Reporting

Platform availability is monitored continuously by Occulights. Customers may contact support@occulights.com to request current-month uptime status or historical performance information.

7. Support Response

While separate from the uptime commitment above, Occulights aims to respond to support requests according to the following targets:

Severity Description Target First Response
Critical Platform-wide outage affecting all customers 2 hours
High Major feature unavailable for a single customer within 1 business day
Normal General questions, minor issues within 2 business days

 

8. Changes to This SLA

Occulights may update this SLA from time to time to reflect infrastructure or service changes. Customers will be notified of material changes at least [30 days] in advance.

9. Contact

Questions about this SLA can be directed to support@occulights.com.