Availability and continuity
99.9% monthly uptime. Tested, documented, refunded if missed.
OpX runs on a serverless architecture with automated daily backups, point-in-time recovery, and an annually-tested disaster recovery plan.
Service level commitments
99.9%monthly platform availability
< 1 hourRecovery Time Objective (RTO)
< 5 minutesRecovery Point Objective (RPO)
30 sechealth-check polling
Daily + 7-day PITRautomated backups
Annualdisaster recovery test
Severity levels
| Severity | Description | Response | Resolution target |
|---|---|---|---|
| P1 Critical | Services entirely unavailable / core function down | 1 hour | 4 hours |
| P2 High | Severe degradation; major component impacted | 2 hours | 1 Business Day |
| P3 Medium | Non-essential features impaired | 1 Business Day | 7 Business Days |
| P4 Low | Queries, enhancement requests, cosmetic | 3 Business Days | Next release / agreed |
- Severity
- P1 Critical
- Description
- Services entirely unavailable / core function down
- Response
- 1 hour
- Resolution target
- 4 hours
- Severity
- P2 High
- Description
- Severe degradation; major component impacted
- Response
- 2 hours
- Resolution target
- 1 Business Day
- Severity
- P3 Medium
- Description
- Non-essential features impaired
- Response
- 1 Business Day
- Resolution target
- 7 Business Days
- Severity
- P4 Low
- Description
- Queries, enhancement requests, cosmetic
- Response
- 3 Business Days
- Resolution target
- Next release / agreed
Service credits
Where availability falls below 99.9% in a calendar month, customers receive service credits against subscription fees on a tiered basis. Below 99.0% sustained over two months entitles the customer to terminate for material breach with refund of prepaid fees.
Live status page
Component-level availability, incident history, and scheduled maintenance.