Service Level Agreements

Best Effort SLA

OuViTel™ Cloud Print — Best Effort Service Level Agreement

• Service Tier: Best Effort
• Target Uptime: No guaranteed uptime
• Support Response Time: Within 48 business hours

1. Service Description

The Best Effort service tier provides reliable cloud print functionality for non-critical business operations. This tier is suitable for businesses that can tolerate occasional service interruptions and do not require guaranteed availability, financial service level commitments, or priority support.

2. Uptime Commitment

OuViTel™ makes reasonable commercial efforts to maintain service availability but does not guarantee any specific uptime percentage. The service is provided "as is" and "as available", without any uptime warranty or availability guarantee.

Scheduled maintenance may occur, and advance notice will be provided where reasonably practicable. OuViTel™ reserves the right to modify, suspend, or discontinue the service, in whole or in part, at any time.

3. Support

Support requests under the Best Effort tier are handled on a best-effort basis with a target response time of 48 business hours. Support is provided via email only and covers basic troubleshooting and account management.

Emergency issues, including complete service unavailability, may receive limited priority attention at OuViTel's discretion, without any guaranteed response or resolution timeframe.

4. Data Protection and Security

All print data transmitted through the OuViTel™ Cloud Print service is end-to-end encrypted using industry-standard AES-256 encryption.

Where end-to-end encryption is enabled, OuViTel™ operates on a zero-knowledge architecture and cannot access, view, or decrypt customer print content.

Data at rest is encrypted using AES-256 encryption on Ouvitel-managed infrastructure.

5. Service Limitations

• No guaranteed uptime or service availability
• Priority support queuing or expedited response times
• Service credits, refunds, or financial compensation
• Issues caused by customer infrastructure or third-party integrations
• Indirect, incidental, consequential, or special damages

6. Scope Limitation

This SLA applies solely to the OuViTel™ Cloud Print service and does not constitute a general availability or performance guarantee for customer-specific workflows, print environments, hardware configurations, or external dependencies.

7. Modifications

OuViTel™ reserves the right to modify this SLA at any time with reasonable notice. Continued use of the service constitutes acceptance of the updated terms.

Last Updated: January 05, 2026

Premium SLA

OuViTel™ Cloud Print — Premium Service Level Agreement

• Service Tier: Premium (Annual License)
• Guaranteed Uptime: 99.50% annualized
• Service Credits: Prepaid usage credits

1. Service Description

The Premium service tier provides enterprise-grade cloud print functionality with guaranteed uptime, priority support, and service level commitments. Premium licenses are sold on a prepaid annual basis.

2. Uptime Commitment

OuViTel™ guarantees 99.50% uptime calculated on an annualized basis.

Annual Uptime Percentage =
(Total Minutes in License Year − Downtime Minutes) ÷ Total Minutes in License Year × 100

Downtime is defined as any continuous period exceeding five (5) minutes during which the core OuViTel™ Cloud Print API is completely unavailable to all customers.

3. Service Credits for Uptime Failures

• 99.00% – 99.49% → 5% of annual license value
• 98.00% – 98.99% → 10% of annual license value
• Below 98.00% → 20% of annual license value

4. Nature of Service Credits

• Granted as prepaid credits only
• No cash value or refunds
• Maximum 20% of annual license fee
• Expire at license end unless stated otherwise

5. Support

• Critical Issues: 2 business hours
• High Priority Issues: 4 business hours
• Standard Issues: 24 business hours

6. Modifications

OuViTel™ reserves the right to modify this SLA with 30 days written notice to Premium customers.

Last Updated: January 05, 2026