Uptime SLA, support tiers, infrastructure, acceptable use.
Effective: May 9, 2026
These Support and Service Level Terms (formerly the "SaaS & Cloud Terms") supplement the Master Terms of Service and govern the technical delivery, availability, support, and acceptable use of the OmegaFP platform. Capitalized terms not defined here have the meanings given in the Master Terms of Service.
Free Trial Note: Service Level Commitments in Section 2 apply only to paid Subscription Terms. No uptime or support SLA applies during the Free Trial period.
1.1 Cloud Provider. The Services are hosted on Amazon Web Services (AWS) in the United States. OmegaFP uses AWS regions us-east-1 and/or us-west-2 for primary workloads. OmegaFP may add or change cloud regions upon reasonable notice.
1.2 Subprocessors. The complete and current list of subprocessors used to deliver the Services is maintained in the Data Processing Agreement (Schedule A). OmegaFP will provide 30 days' advance notice of material changes to subprocessors as set forth in the Data Processing Agreement.
1.3 Data Residency. Customer Data is stored in the United States unless otherwise agreed in writing. OmegaFP does not currently offer EU or other regional data residency options.
2.1 Uptime Target. OmegaFP targets 99.5% monthly uptime for the core application (web application and APIs) during any paid Subscription Term, measured excluding Scheduled Maintenance.
2.2 Uptime Calculation.
Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
"Downtime" means the core application is not accessible by Customer due to OmegaFP's systems (excluding third-party outages, Customer-side issues, or Scheduled Maintenance).
2.3 Service Credits. If OmegaFP fails to meet the uptime target in any calendar month, Customer may request a service credit equal to 5% of the monthly fee for each full percentage point below 99.5%, up to a maximum of 25% of the monthly fee. Credits must be requested within 30 days of the affected month and are applied to future invoices. Service credits are Customer's sole remedy for uptime failures.
2.4 Exclusions. Uptime SLA does not apply to: (a) AI inference features (which depend on third-party model providers); (b) meeting recording or transcription features (which depend on Recall.ai); (c) third-party CRM integrations; (d) Free Trial periods; or (e) any degradation caused by Customer's actions or third-party services outside OmegaFP's control. SMS messaging is delivered via AWS End User Messaging within OmegaFP's AWS environment and is included in the platform uptime measurement, subject to U.S. mobile carrier delivery windows and TCR/10DLC throughput rules.
3.1 OmegaFP performs routine maintenance during its designated maintenance window: Sundays, 2:00 AM – 6:00 AM Mountain Time. Scheduled maintenance during this window does not count as Downtime.
3.2 For maintenance expected to cause more than 30 minutes of disruption, OmegaFP will provide at least 48 hours' advance notice via email or in-app notification.
3.3 Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or prevent data loss.
4.1 Security Measures. OmegaFP implements industry-standard security measures including:
4.2 Customer Security Responsibilities. Customer is responsible for (a) the security of its User credentials; (b) promptly revoking access for former employees or contractors; (c) maintaining secure computing environments from which Users access the Services; and (d) reporting any suspected unauthorized access to security@omegafp.com.
4.3 Breach Notification. OmegaFP will notify Customer of a confirmed Security Breach affecting Customer Data within 72 hours of confirmation, to the extent permitted by law. OmegaFP will provide reasonable cooperation with Customer's incident response activities.
5.1 OmegaFP performs automated database backups with a point-in-time recovery capability of up to 7 days for paid subscriptions. OmegaFP does not provide backup or recovery guarantees during the Free Trial period.
5.2 Compliance archives stored in S3 Object Lock are retained for the configured retention period (default 5 years for SMS archives) and are not subject to the 7-day backup window.
5.3 Customer is encouraged to export critical data regularly using the platform's export features. OmegaFP is not responsible for data loss caused by Customer's actions.
6.1 Support Channels.
6.2 Support Hours. Support is available Monday through Friday, 8:00 AM – 6:00 PM Mountain Time, excluding U.S. federal holidays.
6.3 Response Times (Paid Subscriptions).
6.4 Free Trial Support. Best-effort support only. No response time commitments apply during the Free Trial period.
In addition to the restrictions in the Master Terms, Customer may not use the Services to:
When sending commercial email through the Services, Customer must: (a) include a valid physical mailing address in each message; (b) include a functional unsubscribe mechanism; (c) honor opt-out requests within ten (10) business days; (d) not use deceptive subject lines or false header information; and (e) clearly identify the message as an advertisement where required by law.
When sending SMS, MMS, or making automated telephone calls through the Services, Customer must: (a) obtain prior express written consent from each recipient before sending marketing messages; (b) maintain and regularly update internal do-not-call lists; (c) honor opt-out and STOP requests immediately upon receipt; (d) restrict messaging to permitted hours under applicable law; and (e) comply with all other requirements of the Telephone Consumer Protection Act (47 U.S.C. § 227) and implementing regulations.
Customer must maintain records of all consents obtained for outbound communications sent through the Services, including the date, time, method of consent, and the specific consent language presented to the recipient. Customer shall provide copies of consent records to OmegaFP upon reasonable request.
OmegaFP may immediately suspend Customer's outbound messaging capabilities (email, SMS, or voice) if OmegaFP reasonably believes that Customer is violating CAN-SPAM, TCPA, carrier policies, or other applicable messaging laws. OmegaFP will notify Customer promptly of any suspension and provide a reasonable opportunity to cure the violation. Repeated violations may result in permanent revocation of messaging capabilities or termination of the Agreement under Section 13.3 of the Master Terms.
8.1 OmegaFP may add, modify, or remove features of the Services. We will provide reasonable advance notice of material changes that negatively affect existing functionality that Customer is actively using.
8.2 OmegaFP may change its subprocessors and infrastructure providers. We will maintain equivalent or better security and performance standards when doing so.
