Service Level Agreement
Our commitments to you for availability, support responsiveness, and incident handling.
Effective date: April 2026
1. Uptime Commitment
Otto targets 99.9% monthly uptime for all production services, including the MCP server, web application, and API.
| Metric | Target |
|---|---|
| Monthly uptime (production) | 99.9% |
| Maximum unplanned downtime per month | ~43 minutes |
Planned maintenance with at least 48 hours advance notice is excluded from uptime calculations.
2. Support Response Times
Response times are measured from when we receive your request to when we provide a substantive reply (not just an auto-acknowledgment).
| Severity | Standard | Enterprise |
|---|---|---|
| CriticalService down, security incident, data loss | 24 hours | 4 hours |
| HighMajor feature broken, billing issues | 24 hours | 8 hours |
| MediumGeneral questions, minor bugs | 24 hours | 24 hours |
| LowFeature requests, cosmetic issues | 24 hours | 24 hours |
All response times are during business hours (Monday–Friday, 9 AM–6 PM ET), except Enterprise Critical which is 24/7.
3. Incident Communication
Detection to first update: Within 30 minutes of an incident being detected, we will communicate the issue and estimated impact.
Ongoing updates: During active incidents, we provide updates at least every 60 minutes until resolved.
Post-incident report: A root cause analysis and prevention plan is published within 48 hours of resolution.
4. Scheduled Maintenance
Advance notice: At least 48 hours before any planned maintenance.
Maintenance window: Sundays, 2:00–6:00 AM UTC.
Scope: Maintenance that may cause service interruption. Routine deployments with zero downtime do not require a maintenance window.
5. Data Recovery
| Metric | Target | Details |
|---|---|---|
| Recovery Point Objective (RPO) | 24 hours | Daily encrypted backups |
| Recovery Time Objective (RTO) | 4 hours | From detection to service restoration |
Backups are encrypted (AES-256) and stored in a separate geographic region from production.
6. Service Credits
If monthly uptime falls below our 99.9% target, you are eligible for a credit applied to your next billing cycle.
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly bill |
| 95.0% – 99.0% | 25% of monthly bill |
| Below 95.0% | 50% of monthly bill |
Credits are capped at 100% of one month's billing. To request a credit, contact support@otto-mode.ai within 30 days of the incident.
Questions about our SLA? Contact us or email support@otto-mode.ai.
Enterprise customers can negotiate custom SLA terms. Contact sales for details.