Last Updated: 29 March 2026
1. Service Commitment
Ovomox is committed to providing a reliable streaming control panel. We aim for a Service Uptime of 99.9% in any calendar month.
2. Support Response Times
Our standard support response time targets are:
- Critical (service unavailable / major outage): initial response within 2 hours
- High (major functionality impaired): initial response within 6 hours
- Normal (general support requests): initial response within 24 hours
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for Service Credits:
- < 99.9% Uptime: 10% credit of monthly fee.
- < 99.0% Uptime: 25% credit of monthly fee.
- < 95.0% Uptime: 50% credit of monthly fee.
4. Maintenance Exclusions
Uptime and Service Credits do not apply to unavailability caused by:
- Scheduled Maintenance
- emergency maintenance required for security or stability
- issues caused by your equipment, software, network, configuration, or third-party services
- events outside our reasonable control
5. Claims
To receive a credit, you must submit a claim to legal@ovomox.com within 30 days of the incident.
6. Contact Us
For SLA inquiries, please contact legal@ovomox.com.