This SLA is effective from the date the Customer registers for the Ostendio platform and remains in effect while the Customer complies with Ostendio’s Terms of Service.

1. Overview

This SLA defines the levels of service and support that Ostendio, Inc. (“Ostendio”, “we”, “us”, or “our”) will provide to customers (“you”, “your”) who use our web-based GRC platform. It outlines our commitments for uptime, support availability, response times, and your responsibilities as a customer.

2. Support Availability

• Business Hours: Monday–Friday, 9:00 AM to 6:00 PM ET (excluding holidays)
• • Email: help@ostendio.com
  • In-app: “Chat with Support” icon
  • Phone (for Severity 1 issues during business hours): +1 (877) 668-5658, select option 3 
    24/7 Ticket Submission:

3. Support Scope

Ostendio provides support for: 

• Software functionality and troubleshooting
• Initial onboarding (“train-the-trainer” model)
• Bug reporting and break/fix support 

Support does not include: 

• Ongoing configuration or training after onboarding
• Support for third-party products or hardware
• Custom implementation or environment-specific support (available via Professional Services) 
  

4. Customer Responsibilities

Customer agrees to: 

• Provide Level One support to your users (how-to assistance, basic troubleshooting)
• Ensure only Authorized Contacts submit tickets (except Severity 1 issues)
• Cooperate during troubleshooting (e.g., provide logs, error details, system access) 
  

5. Authorized Contacts

Authorized Contacts must: 

• Be designated Site Admins or Admins
• Complete Ostendio platform training
• Be familiar with subscribed modules and able to reproduce issues 

Authorized Contacts are responsible for: 

• Managing support tickets
• Internal user support (passwords, access issues)
• Acting as the main liaison with Ostendio 
  

6. Logging a Trouble Ticket

Severity 1 (Critical): 

• Call +1 (877) 668-5658 (during business hours), select option 3 
• Email help@ostendio.com or use in-app support (anytime) 

All Other Severities: 

• Email or use in-app support 

Note: For security, users must contact their own administrator for password, username, or lockout assistance. 

7. Severity Levels & Response Times

Severity Level	Description	Target Initial Response Time
Level 1 - Critical	Critical issue affecting all users or system-wide failure with no workaround	4 business hours (24/7 resolution efforts)
Level 2 - Urgent	Major impact or persistent issue affecting many users	8 business hours (Mon–Fri)
Level 3 - High	Minor bug or performance issue with workaround	16 business hours (Mon–Fri)
Level 4 - Medium	General inquiry or small issue	5 business days (Mon–Fri)

 

8. Reproducing Errors

To resolve issues, we may ask you to: 

• Reproduce the issue
• Participate in diagnostic steps
• Provide screenshots, logs, or login access

9. Platform Availability Commitment

Ostendio commits to 99.9% availability of its GRC platform each calendar month, excluding: 

• Scheduled maintenance
• Emergency maintenance
• Force majeure events
• Misuse or unauthorized use
• Non-payment service suspensions 
  

10. Scheduled & Unscheduled Maintenance

• Scheduled: Notices sent at least 48 hours in advance
• Unscheduled: Notifications sent ASAP if critical performance issues arise 
  

11. Service Credit for Downtime

If uptime falls below 99.9%: 

• The customer may request a 20% credit of their monthly subscription (Severity 1 outages only)
• Requests must be submitted in writing within 30 days of the affected month
• This credit is the sole remedy for uptime issues 
  

12. Changes to this SLA

We may update this SLA or our support contact details at any time. Updates will be communicated in writing or posted within the Ostendio platform.