Last Updated: January 2026
Company: IntusOne
Applies To: Enterprise Customers of IntusOne
This Enterprise Service Level Agreement ("SLA") forms part of the Terms & Conditions or applicable Order Form between IntusOne ("IntusOne", "we", "us", "our") and the enterprise customer ("Customer").
This SLA defines service availability, support response targets, maintenance standards, and service credit policies for enterprise plans using the IntusOne platform, including SaaS applications, APIs, data services, and AI systems.
This SLA applies only to paid enterprise plans and governs:
for all IntusOne services, including SaaS platforms, APIs, AI services, and data infrastructure.
The percentage of time the services are operational during a calendar month.
Periods when services are unavailable to all users, excluding Excluded Downtime.
Defined in Section 6 of this SLA.
IntusOne uses commercially reasonable efforts to achieve a:
99.9% monthly availability target
This is a service target, not a contractual guarantee.
If monthly availability falls below the target, the Customer may be eligible for service credits:
| Monthly Availability | Service Credit |
|---|---|
| ≥ 99.9% | No credit |
| 99.0% – 99.89% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| < 95.0% | 15% of monthly fee |
Service credits are the Customer's sole and exclusive remedy for availability issues and will be applied to future invoices only.
Service unavailable or major security incident
Initial response target: Within 4 business hours
Significant degradation with workaround available
Initial response target: Within 1 business day
Minor issues, non-critical incidents, or questions
Initial response target: Best efforts
Response targets are goals only and not guarantees of resolution time.
The following are excluded from availability calculations:
Planned maintenance may occur periodically. IntusOne will use reasonable efforts to:
The Customer is responsible for:
To request service credits, the Customer must:
Late submissions may be rejected.
This SLA is subject to:
In case of conflict, the Terms & Conditions control, unless otherwise agreed in writing.
IntusOne may update this SLA from time to time. Continued use of the services after changes take effect constitutes acceptance of the revised SLA.
For enterprise support and SLA inquiries:
Company: IntusOne
Website: intusone.io
Email: support@intusone.com
Department: Enterprise Support & Service Operations