Service Levels
Service Level Agreement (SLA)
Oniise's platform performance commitments and support response standards.
Last updated: 1 July 2025
| Tier | Uptime Target | Credits for Breach |
|---|---|---|
| Standard (Free) | 99.0% monthly | None |
| Growth Plan | 99.5% monthly | 5% subscription credit |
| Business Plan | 99.7% monthly | 10% subscription credit |
| Enterprise Plan | 99.9% monthly | 20% subscription credit |
Uptime is measured excluding scheduled maintenance windows (communicated 48h in advance).
| Priority | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Platform down, payment failure, safety incident | 30 minutes | 4 hours |
| High | Booking blocked, payout failed, dispute opened | 2 hours | 1 business day |
| Medium | Feature issue, profile problem | 4 hours | 3 business days |
| Low | General inquiry, feedback | 1 business day | 5 business days |
- Scheduled maintenance: Sundays 02:00–06:00 CAT (UTC+2).
- Emergency maintenance may occur with 30-minute advance notice.
- Maintenance notifications are sent via email and in-app banner.
- Force majeure events (natural disasters, government orders, etc.).
- Issues caused by third-party services (payment processors, SMS gateways).
- User-caused outages or abuse.
- Scheduled maintenance windows.