Legal
Service Level Agreement
This Service Level Agreement ("SLA") governs the use of the Oasis Stack platform and managed cloud services provided by CloudHost Technology
This SLA applies only to Service Order Forms accepted by Oasis Stack in accordance with the General Terms and Conditions for Delivery of Services.
Service Components
- Schedule A — OasisCompute & OasisStorage (compute and storage services).
- Schedule B — OasisData (backup, replication, and data lifecycle services).
- Schedule C — Oasis Assist (managed services and professional support).
Service Availability
Oasis Stack targets 99.95% monthly availability for production-tier services, measured at the platform control plane and standard tenant workloads. Scheduled maintenance windows are excluded from availability calculations and will be communicated in advance.
Support Response Targets
- Severity 1 (service down): 15 minutes, 24×7.
- Severity 2 (major impact): 1 hour, business hours.
- Severity 3 (minor impact): 4 business hours.
- Severity 4 (informational): next business day.
Service Credits
If Oasis Stack fails to meet the availability commitment in any calendar month, the Customer may request service credits in accordance with the credit table in their Service Order Form. Credits are the Customer's sole and exclusive remedy.
Exclusions
- Force majeure events.
- Issues caused by Customer applications, configurations, or third-party services.
- Beta or preview features explicitly designated as such.
- Scheduled maintenance and emergency security patching.