Service Levels

Targets

• Business: 99.9% monthly uptime, 8x5 support in Singapore time, 1 business day for P1.
• Enterprise: 99.95% monthly uptime, 24x7 support, 1 hour for P1.
• Government: per signed contract.
• Personal, Developer and evaluation plans: no uptime target; support is best effort.

Measurement

Uptime is calculated from recorded service-health samples for the calendar month. If no samples exist, the portal shows Collecting and no uptime number. Gaps in monitoring are not currently counted as downtime. This is a limitation of the monitor, not a claim of perfect availability.

Claims and credits

An organization owner or admin can open a claim for a past period in the organization SLA tab. The server computes measured uptime from recorded samples. If the measured uptime is below the target, the claim records the measured value, the target and a proposed service credit. HEOSSI operations reviews the claim before issuing credits.

Service credits are calculated from the plan's monthly fee and the published percentage schedule, converted at the top-up rate. The credit schedule is provisional and subject to the signed contract. A claim requires recorded samples, so the first month may not yet be claimable.

Exclusions

Planned maintenance notified in advance, customer configuration, third-party outages outside our control, force majeure, abuse, and use outside the published limits are excluded to the extent permitted by the agreement.