Service Level Agreement (SLA)
Last Updated: March 2026
This Service Level Agreement ("SLA") describes the service availability commitments Ortuas LLC ("Ortuas") makes to its customers and the remedies available in the event those commitments are not met.
1. Service Availability Commitment
Ortuas commits to maintaining platform availability of 99.5% uptime per calendar month, excluding scheduled maintenance windows and circumstances beyond our reasonable control (see Section 4).
Uptime Calculation:
Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
Downtime is defined as a period during which the Ortuas platform is completely unavailable to the customer. Partial degradation of non-critical features does not constitute downtime under this SLA.
2. Scheduled Maintenance
Ortuas performs scheduled maintenance during low-traffic windows, typically between 2:00 AM and 5:00 AM Central Time. We will provide at least 24 hours advance notice of scheduled maintenance via email or in-app notification. Scheduled maintenance periods are excluded from uptime calculations.
3. Incident Response Times
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Platform completely unavailable | Within 1 hour | Within 4 hours |
| High | Core features unavailable (voice agents, SMS) | Within 2 hours | Within 8 hours |
| Medium | Non-core features degraded | Within 4 hours | Within 24 hours |
| Low | Minor issues, cosmetic bugs | Within 1 business day | Within 5 business days |
4. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance windows
- Force majeure events (natural disasters, acts of war, government actions)
- Third-party service outages outside Ortuas's control (including GoHighLevel, Twilio, Google, or other infrastructure providers)
- Customer-caused issues including misconfiguration, unauthorized modifications, or exceeding usage limits
- Internet or network outages outside of Ortuas's infrastructure
5. Service Credits
If Ortuas fails to meet the 99.5% uptime commitment in any calendar month, customers are eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.4% | 5% of monthly fee |
| 98.0% – 98.9% | 10% of monthly fee |
| 95.0% – 97.9% | 20% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Service credits are applied to the next billing cycle and are the sole remedy for SLA violations. Credits do not apply to free trial periods or setup fees.
To request a service credit: Submit a request to [email protected] within 14 days of the end of the affected month, including the dates and times of the downtime experienced.
6. Status Page
Ortuas maintains a real-time status page at status.ortuas.com (coming soon) where customers can monitor platform availability and view incident history.
7. Support
Ortuas provides customer support via:
- Email: [email protected] (response within 1 business day)
- Phone: (830) 360-9929 (business hours: Monday–Friday, 9 AM–6 PM Central Time)
8. Contact
Ortuas LLC
Email: [email protected]
Phone: (830) 360-9929