This document forms part of the Ozibus Public Website Legal Centre. It should be read together with other policies that apply to the services and channels you use.
Unless a signed enterprise agreement states otherwise:
Service objective: 99.9% monthly availability target.
This is a service objective rather than a guarantee.
Scheduled maintenance, emergency maintenance, customer-caused outages, upstream carrier failures, telecommunications outages, force majeure events and third-party systems outside Ozibus's reasonable control may be excluded from contractual availability calculations.
Enterprise customers may receive separate availability commitments and service credits under a written SLA.
Customer-support hours and infrastructure-monitoring hours must be presented separately.
Ozibus should not advertise "24/7 support" unless staffed customer support is actually provided continuously.
If infrastructure is monitored continuously but support staff are available only during defined hours, the website should use wording such as:
24/7 platform monitoring. Customer support during published support hours, with priority incident escalation for eligible plans.