Skip to main content

Legal

Service Level Terms

Version
2026.1
Effective
8 September 2026
Reference
OMN-POL-SLA-2026.1

STATUS. These are the Service Level Terms referred to in clause 1.1 of the Omnistra Software as a Service Agreement (OMN-LGL-SAA-2026.1). They form part of that Agreement and bind both Parties. Words defined in the Agreement have the same meaning here. This version is not amended; a correction is issued as a new version at a new permanent address, and clauses 17.2 and 22 of the Agreement govern when a new version applies to a Customer.

1. Availability

  1. 1.1Target. Omnistra will make the Services available for not less than 99.5% of each calendar month for chat Channels and 99.0% for Voice Services, measured as set out below.
  2. 1.2What "available" means. The Services are available when the AI Agent can receive an Input and deliver a response on the relevant Channel, and an Authorised User can log in to the Account and view and reply to conversations. Availability is measured functionally, not by subsystem. The Services are not available for the purposes of these Terms during any period in which Omnistra is throttling or queueing the Customer’s traffic under clause 14.2 otherwise than in consequence of the Customer’s consumption exceeding the Included Usage and the Prepaid Balance.
  3. 1.3Calculation. Monthly availability is (A − B) ÷ A × 100, where A is the total minutes in the calendar month and B is the minutes in it that Omnistra’s automated monitoring records the Service as unavailable, excluding every period listed in paragraph 1.4. Availability and B are calculated separately for chat Channels and for Voice Services. Omnistra will provide the underlying measurements on request in support of a claim.
  4. 1.4Exclusions. The following are excluded from B:
    1. (a)any period of unavailability of less than five consecutive minutes, save that periods excluded under this sub-paragraph which exceed 60 minutes in aggregate in a calendar month are included in B;
    2. (b)scheduled maintenance notified at least 24 hours in advance, not exceeding four hours in any calendar month and performed between 00:00 and 06:00 Bangladesh Standard Time; and emergency maintenance necessary to address a security or stability risk;
    3. (c)any failure, outage, degradation, rate-limiting, deprecation, restriction, suspension, policy change or enforcement action of a Supplier, except to the extent that the resulting unavailability of the Services was caused or prolonged by Omnistra’s failure to implement reasonable redundancy, failover or substitution arrangements;
    4. (d)any national, regional or network-level disruption, throttling or shutdown of internet or telecommunications services, and any failure of a utility;
    5. (e)any act or omission of the Customer or of an Authorised User, including misconfiguration, exhaustion of the Included Usage and Prepaid Balance, and suspension under clause 6.7, clause 13.3, clause 14.3 or clause 14.4(a), (b), (d) or (e); a suspension under clause 14.4(c) is excluded only where the requirement was not occasioned by Omnistra’s own act or omission, and a suspension under clause 14.4(f) is not excluded;
    6. (f)the Customer’s own equipment, network, software or third-party integrations; and
    7. (g)any force majeure event within clause 26.6, other than an event within sub-paragraph (c), to which sub-paragraph (c) alone applies.

2. Service Credits and the Escalation Remedy

  1. 2.1If Omnistra misses a target in paragraph 1.1 for a Service in a calendar month, and the Customer claims within 30 days after the end of that month by email to support@omnistra.io with the subject "SLA Claim", stating the dates and times of unavailability, Omnistra will credit the next invoice with 10% of the monthly Fee, or of one twelfth of the annual Fee, according to the payment cycle recorded in the Plan Selection, apportioned to the affected Service as the definition of "Service" in clause 1.1 provides; 25% where monthly availability for that Service falls below 95%; and 100% where it falls below 90%. The credit is a reduction in the price of the affected Service, is not payable in cash and is not issued in Credits. Omnistra will issue for each credit a credit note in the form prescribed under the Value Added Tax and Supplementary Duty Rules, 2016. Any credit unapplied at termination is refunded in money under clause 21.6. Omnistra will respond to a claim within ten Business Days.
  2. 2.2If Omnistra misses the target applicable to a Service in two consecutive calendar months, the Customer may terminate the affected Service by notice given within 30 days after the end of the second month, and Omnistra will pay the Exit Refund for that Service.
  3. 2.3The remedies in paragraphs 2.1 and 2.2 are the Customer’s sole and exclusive remedy, and Omnistra’s sole and exclusive liability, for a failure to meet a service level. This paragraph does not limit the Customer’s remedies for breach of any other provision of the Agreement. This paragraph does not apply to unavailability which paragraph 1.4(c) does not exclude.

3. Support and Complaints

  1. 3.1Omnistra provides support by email to support@omnistra.io and in the Account between 09:00 and 18:00 Bangladesh Standard Time on Business Days, and publishes in the Account an emergency contact for incidents affecting availability outside those hours.
  2. 3.2Target first-response times, measured within support hours, are two hours where the Services are unavailable to the Customer, one Business Day where they are materially degraded, and two Business Days for all other requests. These are targets, not warranties, and no service credit is payable for failure to meet them.
  3. 3.3Complaints. Omnistra will acknowledge a complaint within three Business Days, state the steps it proposes to take, and keep the Customer informed until the complaint is closed.