XOPS

Service Level Agreement

Reliable service.
Responsive support.

XperiencOps, Inc. (“XOPS”) is committed to delivering reliable, high-performance services and responsive customer support to help our customers operate with confidence. This SLA outlines the service availability commitments, support response targets, and incident resolution expectations associated with the XOPS platform.

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.

1. Customer Support

Submit requests through the support portal.

XOPS provides dedicated support to assist with any issues or questions related to our services. Support requests can be submitted via the XOPS Support Portal.

Support 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.

2. Support Response and Resolution Targets

Prioritized by business impact.

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 Description Target initial response Target resolution
1 — Critical A complete service outage or catastrophic failure that renders the platform inoperative. 30 minutes 4 hours
2 — High Major functionality is significantly impaired, materially degrading customer operations. 2 hours 12 hours
3 — Medium Service is operational but experiencing issues that do not materially affect usage. 24 hours Best effort
4 — Low Minor issues with negligible operational impact. 48 hours Best effort

Notes

  • 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.

3. Service Availability Commitment

99.5% uptime for core platform services.

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.

4. Customer Responsibilities

To enable prompt resolution, 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

Defined in your MSA.

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

This page is the source of truth.

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.