Service Level Policy
How availability, support, incidents, exclusions, and service credits are defined when a package includes an SLA.
Published following operator-authorized Omega privacy, security, claims, and operational review. External counsel review is not recorded.
Service Level Policy is public procurement information, not an executed agreement. Qualified external counsel must review the customer-specific agreement before signature or reliance.
When an SLA applies
Omega does not publish a default numeric uptime commitment for free, preview, or evaluation services. A service level applies only when a package, order form, or signed SLA identifies the covered service, target, measurement method, support window, and remedy.
Availability measurement
A signed SLA defines the production service boundary, measurement interval, total eligible minutes, unavailable minutes, monitoring source, maintenance treatment, and rounding rules. Customer-side, provider-excluded, or unsupported components are not counted unless the agreement says otherwise.
Incident severity
Severity is based on business impact, affected users, data or security risk, and availability of a workaround. The customer must provide timely contact, impact, reproduction, and diagnostic information. Omega may reclassify severity as facts change.
Response and resolution
Response objectives measure acknowledgement or active triage, not guaranteed resolution. Resolution depends on complexity, customer cooperation, third-party providers, change risk, and recovery requirements. Only the signed support schedule creates a numeric response objective.
Maintenance
Planned maintenance, emergency security work, and customer-requested changes are handled as the signed SLA describes. Omega aims to reduce customer impact and provide advance notice when reasonably possible.
Exclusions
Typical exclusions include force majeure, internet or customer-system failures, unauthorized use, customer configuration, unsupported integrations, third-party services outside Omega's control, suspension permitted by agreement, beta features, and events caused by customer instructions.
Service credits
Credits are available only if the signed SLA provides them. The customer must submit a claim within the stated period with required evidence. Credits are the sole SLA remedy unless the agreement expressly provides another remedy and cannot exceed the applicable fee cap.
Status and reporting
Omega may publish incident information on the Status page or communicate directly to affected customers. A public status notice is informational and does not replace the controlling monitoring record or SLA calculation.
Requesting an SLA
Contact sales or legal@omeganeural.com with the service, environment, support window, business impact, and requested assurance. Omega will confirm whether a standard or negotiated SLA is available for the package.
Read this page with the related policy, trust, and service information that applies to your use of Omega.