ORENCloud's Service Level Guarantee
For CloudOffice, Cloud Contact Centre, Teams Integration, OMNI and ORENdesk on all tiers and plans except for custom setups or as defined in custom contracts between ORENCloud and customer(s).
ORENCloud guarantees and maintains a minimum 98% uptime for its services, with the following standard exceptions:
Scheduled maintenance: ORENCloud may periodically perform maintenance on its systems to ensure optimal performance and security. Such maintenance will be scheduled in advance and communicated to customers through appropriate channels. ORENCloud will use best efforts to minimise any disruption caused by scheduled maintenance.
Force Majeure: ORENCloud is not responsible for any downtime caused by events beyond its control, including but not limited to acts of nature, power outages, internet service provider failures, or any other similar events.
Customer actions or inactions: ORENCloud is not responsible for any downtime caused by customer actions or inactions, including but not limited to misconfiguration of customer systems, misuse of ORENCloud services, or any other similar events.
ORENCloud will measure uptime by calculating the total number of minutes that the service is available during the calendar month, less any downtime that falls within the standard exceptions described above. If uptime falls below 98% in any calendar month, ORENCloud will provide a service credit equal to a prorated portion of the customer’s monthly fees for the affected service, based on the following schedule:
- Uptime between 97.0% and 97.9%: 10% service credit
- Uptime between 96.0% and 96.9%: 20% service credit
- Uptime between 95.0% and 95.9%: 30% service credit
- Uptime below 95.0%: 50% service credit
To receive a service credit, customers must submit a request within 30 days of the end of the calendar month in which the downtime occurred. The service credit will be applied to the customer’s account within 30 days of the request. The service credit is the customer’s sole and exclusive remedy for any downtime or service interruption.