Service Level Agreement (Beta)

Effective Date: 01/09/2025
Last Updated: 01/09/2025
Service: Omni Text API
Company: Phoenix Solutions Group

1. Agreement Scope

This Service Level Agreement ("SLA") defines the service commitments for Omni Text API during the beta period. This SLA applies to customers subscribed to Pro and Enterprise service tiers as defined at https://omnitext.io/pricing#plans.

Covered Services:

  • Pro tier subscribers
  • Enterprise tier subscribers

Excluded Services:

  • Free tier users
  • Pay-as-you-go usage (standalone)

This SLA is subject to and incorporated by reference into the Omni Text Terms of Service. In case of conflict, the Terms of Service take precedence.

2. Beta Period Notice

Omni Text is currently offered as a beta service, expected to run for 6-12 months (anticipated through June 2026). During this beta period, service commitments are provided on a "best effort" basis as we optimize performance and features.

Beta Service Characteristics:

  • Service improvements and updates may cause temporary interruptions
  • Performance targets are aspirational rather than guaranteed
  • No service credits or financial remedies apply during beta period
  • SLA commitments will be formalized upon general availability release

3. Service Availability

3.1 Uptime Target

We will use commercially reasonable efforts to maintain service availability of 99% or higher on a monthly basis, measured across all supported regions.

Measurement Period: Calendar month
Monitoring: Service uptime is monitored continuously and reported at [Status Page URL - Coming Soon]

3.2 Downtime Definition

"Downtime" means the Service is completely unavailable and returns error responses from all geographic regions for a continuous period of 5 minutes or longer. The following do not constitute Downtime:

  • Regional performance degradation where Service remains accessible from other regions
  • Scheduled maintenance performed with advance notice
  • Emergency maintenance required for security or stability
  • Issues caused by third-party services, internet connectivity, or user configuration
  • Service limitations due to exceeded usage quotas or rate limits
  • Downtime caused by user violation of Terms of Service

3.3 Scheduled Maintenance

Advance Notice: Minimum 48 hours via email and status page
Maintenance Windows: Scheduled maintenance will be excluded from uptime calculations
Emergency Maintenance: May be performed with minimal or no advance notice for critical security or stability issues

4. Service Performance Standards

4.1 File Processing

Supported Formats: As documented at https://omnitext.io/supported-formats
File Size Limits: As specified in your subscription plan at https://omnitext.io/pricing#plans
Processing Method: Synchronous and asynchronous (webhook) processing available

Performance Expectations:

  • Service will make best efforts to process files within reasonable timeframes
  • Processing times may vary based on file size, format complexity, and system load
  • No specific processing speed guarantees during beta period

4.2 API Response Standards

Target Response Times (Best Effort):

  • API authentication and metadata requests: < 2 seconds
  • File upload acknowledgment: < 5 seconds
  • Small file processing (< 5MB): < 30 seconds
  • Large file processing: Variable based on size and complexity

5. Support Response Times

Support response commitments are based on your service tier during business hours (9:00 AM - 5:00 PM AEST, Monday-Friday, Australian public holidays excluded):

Pro Tier:

  • Email support: Best effort response within 24 hours

Enterprise Tier:

  • Email support: Best effort response within 4 hours during business hours
  • Phone support: Available during extended business hours
  • Priority escalation available

Contact Information:

  • Email: phoenix@phoenixsolutionsgroup.com.au
  • Phone: Available for Enterprise customers

6. Data Processing and Security

6.1 Data Handling Standards

  • Files processed only for the duration of each API request
  • Permanent deletion upon completion of processing
  • No long-term storage of user content
  • Processing occurs on secure Google Cloud Platform infrastructure across global regions

6.2 Security Measures

  • Industry-standard encryption in transit and at rest
  • Secure API key management
  • Regular security monitoring and updates
  • Compliance with applicable privacy laws (GDPR, CCPA, Australian Privacy Act)

7. Service Credits and Remedies

7.1 Beta Period Limitations

During the beta period, no service credits, refunds, or financial remedies are provided for failure to meet SLA targets. Service commitments are provided on a "best effort" basis only.

7.2 Exclusive Remedy

Your exclusive remedy for any SLA breach during beta is:

  • Notification and acknowledgment of the issue
  • Best effort resolution and service restoration
  • Consideration of feedback for service improvements

8. Monitoring and Reporting

8.1 Service Monitoring

  • Continuous uptime monitoring via UptimeRobot and internal systems
  • Real-time status updates at [Status Page URL - Coming Soon]
  • Monthly uptime reports available upon request

8.2 Incident Communication

  • Service incidents communicated via status page and email notifications
  • Post-incident summaries provided for significant outages
  • Regular maintenance schedules published in advance

9. SLA Exclusions

This SLA does not apply to:

Service Outages Caused By:

  • Third-party service failures beyond our control
  • Internet connectivity issues
  • User errors or misconfigurations
  • Violation of Terms of Service or Acceptable Use Policy
  • Force majeure events (natural disasters, acts of war, etc.)
  • Scheduled or emergency maintenance
  • Beta service updates and improvements

Usage-Related Issues:

  • Rate limiting due to exceeded quotas
  • File format limitations or processing errors
  • Network latency or regional connectivity issues
  • User-specific configuration problems

10. SLA Modifications

10.1 Update Process

  • SLA changes will be communicated with 30 days advance notice
  • Material changes require acceptance to continue service
  • Minor updates may be implemented with reasonable notice

10.2 Post-Beta Transition

Upon general availability release:

  • Enhanced SLA commitments with formal guarantees
  • Service credit provisions for SLA breaches
  • Updated performance targets and remedies
  • Transition communication provided 60 days in advance

11. Definitions

Business Hours: 9:00 AM - 5:00 PM Australian Eastern Standard Time (AEST), Monday through Friday, excluding Australian public holidays

Monthly Uptime Percentage: Calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Service: The Omni Text API service including file processing, text extraction, and metadata generation

12. Contact Information

For SLA-related questions or to report service issues:

Email: phoenix@phoenixsolutionsgroup.com.au
Subject: SLA Inquiry - Omni Text
Response Time: Per support tier commitments above

Company: Phoenix Solutions Group
Location: New South Wales, Australia

This SLA is effective immediately upon publication and remains in effect during the beta service period. Updated versions will be published with advance notice as outlined above.

Last Updated: 01/09/2025