Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

Version [1.01] | Last Updated: 15 Jan 2025

This Service Level Agreement (“SLA”) describes the service levels and commitments provided by Ospree PTE Ltd (“Ospree”) to its customers (“Client”) for the use of Ospree’s compliance solutions.

By using Ospree’s services, the Client agrees to the terms of this SLA. This SLA is incorporated into the Ospree Commercial Agreement and applies only if referenced therein.


1. SERVICE AVAILABILITY

Ospree guarantees a 99.9% uptime for its cloud-based compliance platform, measured on a monthly basis.


1.1 DOWNTIME CALCULATION

  • Planned Maintenance: Not counted as downtime

  • Unplanned Downtime: Includes system failures affecting Client access.

  • Measurement Method: Uptime is calculated as (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100.


1.2. SERVICE CREDITS FOR DOWNTIME

If uptime falls below 99.9%, Clients may request service credits as follows:

  • Uptime 99.9% or higher: No credit

  • Uptime 99.5% to 99.89%: 5% of Monthly Fee

  • Uptime 98.0% to 99.49%: 10% of Monthly Fee

  • Uptime below 98.0%: 20% of Monthly Fee

How to Claim: Clients must submit a service credit request within 30 days of the reported downtime. Credits do not apply to Clients in breach of the Agreement. Service credits are the sole and exclusive remedy for unavailability and cannot be refunded or exchanged for cash.


2. SCHEDULED MAINTENANCE

  • Planned Maintenance: Ospree may schedule up to 4 hours of maintenance per month during off-peak hours.

  • Notice Requirement: Clients will receive at least 48 hours’ notice for planned downtime.

  • Emergency Maintenance: Performed as needed to address critical issues, with as much notice as possible.


3. SUPPORT AVAILABILITY

  • Standard Support: Monday to Friday, 9 AM – 9 PM (CET) via Email and Ticketing.

  • Priority Support: 24/7 via Dedicated Email and Escalation Hotline.


4. SECURITY & COMPLIANCE

Ospree follows industry best practices for security, including:

  • Data Encryption: TLS encryption in transit, AES-256 encryption at rest.

  • Access Controls: Role-based access and multi-factor authentication (MFA).

  • Compliance: Adheres to GDPR, and DORA.


5. THIRD-PARTY DEPENDENCIES

Ospree integrates with third-party travel rule protocols, and cloud infrastructure providers.

• Third-Party Disruptions: Service disruptions caused by third-party providers do not qualify for service credits unless explicitly outlined in the Client’s contract. Ospree will make reasonable efforts to mitigate the impact of such disruptions and restore service as quickly as possible.

• Due Diligence: Ospree conducts security and compliance assessments of all third-party providers to ensure they meet industry standards, including ISO 27001, SOC 2 Type II, and applicable regulatory requirements such as DORA or equivalent frameworks. Ospree continuously monitors third-party providers to assess operational resilience and security compliance.

• Exit Strategy: In the event that a third-party provider ceases operations or fails to meet service obligations, Ospree has contingency measures in place to ensure seamless continuity through alternative providers. Transition plans are regularly reviewed to minimize disruption to Clients.


6. CLIENT RESPONSABILITIES

• Clients must secure their own credentials, API keys, and access controls.
• Ospree is not liable for breaches due to misconfigured Client security settings.


7. SERVICE CREDITS & LIABILITY LIMITATIONS

Clients may claim service credits within 30 days of an SLA breach.

• Total service credits shall not exceed 50% of the Monthly Fee per billing cycle.
• Ospree is not liable for:

  1. Client Misuse or third-party failures.

  2. Regulatory penalties arising from Client non-compliance.

  3. Force Majeure events (e.g., natural disasters, global outages).

  4. Beta Features: Any beta services or features are provided “as is” and are not covered under this SLA.

  5. Non-Paid Accounts: Free trials or promotional services are excluded.


8. SLA MODIFICATIONS & TERMINATION

Ospree may update the SLA with 30 days’ notice. Clients may terminate their agreement if changes materially reduce service levels.

9. CONTACT & SUPPORT

For SLA-related inquiries, customers can contact support@ospree.io.