Ours Privacy Service Levels

Updated February 18, 2025

1. Overview

These Service Levels outline the service availability commitments and support response times provided by Ours Wellness, Inc., a Delaware corporation (“Ours Privacy”). It defines our service uptime targets, support response times, and procedures for addressing service-related issues. These Service Levels represent Ours Privacy’s standard commitments and may, upon mutual agreement of the parties, be incorporated by reference into the applicable master services agreement between Ours Privacy and a customer. 

2. Service Availability

We are committed to providing reliable and high-quality services to our customers. Our service availability targets are as follows:

Data Collection Services: A monthly uptime of 99.95%


3. Support Response Times

We offer technical support to address issues that may arise due to Ours Privacy’s provisioning of its services to its customers. Our support response times are categorized based on the severity of the issue:

Critical Issues (Priority 1): Severely impacts the use of the service, halting business operations with no procedural workaround.

  • Target Response Time: 1 hour

  • Target Resolution Time: 4 hours

Major Issues (Priority 2): Major functionality is impacted or significant performance degradation is experienced.

  • Target Response Time: 4 hours

  • Target Resolution Time: 1 business day

Minor Issues (Priority 3): Partial, non-critical loss of use of the service with a medium-to-low impact on business operations.

  • Target Response Time: 1 business day

  • Target Resolution Time: 5 business days

All support response times are calculated as hours that elapse during Ours Privacy's Support Hours set forth in Section 7 below.


4. Exclusions

Our Service Levels do not cover service interruptions or performance issues resulting from:

  • Scheduled Maintenance: Periodic maintenance windows, which will be communicated in advance.

  • De minimis Outages: any service interruptions lasting less than ten consecutive minutes. 

  • Emergency Maintenance: Urgent maintenance required to ensure platform stability.

  • Force Majeure Events: Events beyond our reasonable control, such as natural disasters, acts of war, government actions, or other force majeure events.

  • Third-Party Service Failures: Outages or performance issues caused by third-party services, providers, or utilities that are outside of our reasonable control.

  • Customer Actions or Inactions: Issues arising from misuse, unauthorized modifications, or failure to comply with our terms of service, documentation, or reasonable instructions.


5. Service Credits

If we fail to meet the service availability targets outlined above, customers may be eligible for service credits. Service credits are calculated as follows:

Data Ingestion Service: 1 hour credit against platform fees per hour of downtime.

Application Services: 1 hour credit against platform fees per hour of downtime.

Service credits will not exceed 50% of the total monthly fees for the affected service in the month the incident occurred. To request a service credit, customers must contact our support team within two weeks of the end of the month in which the incident occurred, providing all necessary information for validation.


6. General Terms

We will use commercially reasonable efforts to meet the service levels outlined in this SLA. However, we are not liable for failure to meet these service levels due to circumstances beyond our control. This SLA is subject to change at our discretion.

Where this SLA is part of your agreement with Ours Privacy, it is subject to all applicable terms and conditions, including limitations of liability and disclaimers set forth therein.


7. Contact Information

For support or any questions regarding this SLA, please contact us at: support@oursprivacy.com.

Support Hours:  

- Monday - Thursday: 9:00 AM to 5:00 PM ET  

- Friday: 9:00 AM to 1:00 PM ET  

- Excluding holidays