Service Level
Agreement.

Outsource Online commits to the platform uptime targets defined in your selected service tier. Uptime is measured as the percentage of minutes in a calendar month during which the core platform is accessible and operational. Scheduled maintenance windows, notified at least 48 hours in advance, are excluded from uptime calculations.

Upon submission of a complete project brief, we commit to presenting a minimum of three qualified specialist recommendations within the matching SLA defined for your tier. A 'complete' brief is defined as one that passes our automated completeness check — you will be notified immediately if additional information is required.

Response time SLAs apply to first meaningful response from a human support agent, not an automated acknowledgement. Response times are measured from the time the support request is submitted via the platform portal. Email submissions received outside of supported hours will be treated as submitted at the start of the next supported period.

If Outsource Online fails to meet an uptime or matching SLA in any given calendar month, you are entitled to a service credit as specified in your tier. Credits are applied automatically to your next invoice — no claim process is required. Credits are the sole remedy for SLA failures and do not entitle you to a cash refund.

SLA commitments do not apply to: (a) service disruptions caused by factors outside our reasonable control, including third-party infrastructure failures, distributed denial-of-service attacks, or force majeure events; (b) disruptions caused by client-side actions or integrations; (c) beta or preview features explicitly marked as such; (d) free or trial tier accounts.

Monthly availability reports are published in your account dashboard within five business days of the end of each calendar month. Enterprise clients may request a detailed audit log at any time. SLA measurements are calculated from platform telemetry data and are final absent manifest error.

Outsource Online reserves the right to modify this SLA with 30 days written notice. If a modification materially reduces your entitlements, you may terminate your subscription within the notice period without penalty. Continued use after the notice period constitutes acceptance of the modified terms.