SLA
Service Level Agreement
What you can hold us to. Effective from your subscription start date.
| Tier | Uptime | First response | Resolution target | Service credits |
|---|---|---|---|---|
| Starter (à la carte) | 99.5% | Next business day | Best-effort | None |
| Bundles (Sales / Service / Intel) | 99.9% | 8 business hours | 2 business days | 10% / month per missed SLO |
| Autonomous (RM 4,999/mo) | 99.95% | 4 hours (24×7) | 1 business day | 25% / month per missed SLO |
| Enterprise / sovereign | Contracted | Contracted | Contracted | Contracted |
Exclusions
The SLA does not apply to downtime caused by (a) scheduled maintenance announced ≥48 hours in advance, (b) third-party providers we depend on (Supabase, Vercel, OpenRouter, n8n.cloud, LHDN MyInvois), (c) issues caused by customer misconfiguration, or (d) force majeure.
Reporting
Submit credit claims to hello@onset.my within 30 days of the incident. Credits are applied to the following month’s invoice.