Service Level Agreement (SLA)

V.02/2026 - Subject to change

1. Scope of Application

This Service Level Agreement governs the response times and priorities for support services provided by OPaaS GmbH. The specific scope of services is determined exclusively by the offer signed by the customer and the products and services agreed therein. The SLA describes only response and handling parameters, not billing modalities or other services.

2. Support Channels and Incident Reporting

Support requests can be submitted via the following official channels:

·       E-mail to OPaaS Support / ticket system ([email protected])

·       Telephone reporting (Priority SLA only)

Reports via other channels do not, in case of doubt, trigger SLA response times.

3. Support Hours

Monday–Friday, 09:00–17:00 UTC+1

Requests submitted outside these hours, as well as on public holidays in Germany and North Rhine-Westphalia, are recorded and processed at the beginning of the next support period.

4. Start of SLA Response Times

SLA response times begin at the moment OPaaS becomes aware of an incident. Awareness occurs either (i) when OPaaS detects the issue through monitoring systems or internal checks, or (ii) when the customer reports the incident through the official support channels (e-mail/ticket system or telephone).

Response times do not begin before one of these events has occurred. If an incident is reported or detected outside support hours, the SLA response time begins at the start of the next support period, unless extended support hours have been contractually agreed.

5.  Priority Levels

All incidents are assigned to one of the following priority levels. These definitions apply equally to all products and services of OPaaS GmbH.

P1 – Critical Incident:

A confirmed disruption causing a complete or severe service outage, or a security-related incident with measurable impact.

A system is considered “down” if no user can access the (Odoo) production instance via any URL—that is, if an HTTP response with a status code in the 200–299 range cannot be obtained via any domain configured by OPaaS or the customer.

P1 incidents also include security-related incidents that constitute a verifiable, serious breach of the system or its data processing.

P2 – High-Priority Incident:

Service degradation without complete outage, stabilised former P1 incidents, or urgent issues with limited impact.

P3 – Standard Incident:

All non-urgent or low-impact incidents, general requests, or issues affecting non-production systems.

6. Response Times

Response times refer exclusively to the start of qualified processing by OPaaS, not to the full resolution of an incident.

Standard SLA

P1: < 2 Hours
P2: < 4 Hours
P3: < 12 Hours

Priority SLA

P1: < 1 Hour
P2: < 2 Hours
P3: < 6 Hours