Service Level Agreement (SLA)
Disclaimer: This Service Level Agreement is provided for informational purposes only and does not create any binding legal obligations. Any enforceable service level commitments, remedies, or credits will be defined exclusively in a written agreement (such as a Master Services Agreement or SOW) signed by both parties. In the event of any conflict between this SLA and a signed agreement, the signed agreement will prevail.
XperiencOps, Inc. (“XOPS”) is committed to delivering reliable, high-performance services and responsive customer support to help our customers operate with confidence. This Service Level Agreement (“SLA”) outlines the service availability commitments, support response targets, and incident resolution expectations associated with the XOPS platform.
1. Customer SupportXOPS provides dedicated support to assist with any issues or questions related to our services. Support requests can be submitted via the
XOPS Support PortalSupport is available
Monday through Friday, 7:00 a.m. – 7:00 p.m. PST, excluding U.S. federal holidays.
For
Critical Priority incidents, support is available
24 hours a day, 7 days a week.
We use the following tools for automatic data collection:
We and our service providers may automatically log information about you, your computer or mobile device, and your interaction over time with our Services, our communications and other online services, such as:
2. Support Response and Resolution Targets
XOPS follows a structured prioritization framework to ensure that issues with the highest business impact are addressed first. Upon receiving a support request, cases are triaged and assigned a priority level based on severity.
Severity Level
Target Initial
Response
Target Resolution Time
Details
1 – Critical Priority
A complete service outage or catastrophic failure that renders the platform inoperative.
30 minutes
4 hours
2 – High Priority
Major functionality is significantly impaired, materially degrading customer operations.
2 hours
12 hours
3 – Medium Priority
Service is operational but experiencing issues that do not materially affect usage.
24 hours
Best effort
4 – Low Priority
Minor issues with negligible operational impact.
48 hours
Best effort
Notes
XOPS follows a structured prioritization framework to ensure that issues with the highest business impact are addressed first. Upon receiving a support request, cases are triaged and assigned a priority level based on severity.
3. Service Availability Commitment
XOPS aims to deliver 99.5% uptime for core platform services, excluding scheduled maintenance windows. Scheduled maintenance is typically performed during off-peak hours and communicated in advance via the support portal or email notifications.
Target resolution times are estimates based on typical incident handling. Some issues may require extended investigation or coordinated remediation efforts.
XOPS will provide regular status updates for Critical and High priority incidents until resolution.
4. Customer Responsibilities
To enable prompt resolution and effective support, customers are expected to:
Provide sufficient detail when submitting support tickets (including error messages, logs, and environment details).
Ensure that support requests are submitted through the official
support portal.
Designate appropriate personnel as primary contacts for escalations and incident communications.
Not include Personal Data/PII, credentials, or other sensitive/confidential information in tickets; if such information must be shared, use only XOPS-approved secure channels.
5. Service Credits
If XOPS fails to meet its uptime commitments, customers may be eligible for service credits in accordance with the terms defined in their Master Services Agreement (MSA) or contract.
6. SLA Updates
XOPS may periodically update this SLA to reflect service improvements, policy changes, or customer feedback. The most current version will always be available on this page.
