Service Level Agreement

Overview

This Service Level Agreement (SLA) sets out the service commitments made by OMG Center Limited ("OMG Center", "we", "us") to clients who hold an active Orca licence.

This SLA covers the services provided by OMG Center: building, configuring, updating, and supporting the Orca desktop application. It does not govern the availability of third-party services that Orca connects to, which are subject to their own terms and service levels.

Business hours are defined as 09:00 to 18:00, Monday to Friday, UK time, excluding UK public holidays.

Service Description

Under an active Orca licence, OMG Center provides the following:

Initial discovery and configuration. A discovery call to understand your workflows, followed by full configuration of your Orca instance including integrations, data schema, and AI skills.
Ongoing software updates. Application updates delivered as new builds, including feature additions, performance improvements, and security patches.
Configuration adjustments. Changes to your Orca configuration as your workflows evolve, including adjusting integrations, modifying AI behaviour, and adding new capabilities.
Technical support. Diagnosis and resolution of issues with the Orca application and its configuration, within the response times set out in this SLA.
Licence management. Maintenance of your licence via Keygen, including licence key issuance, renewal, and transfer where required.

Service Availability

Orca is a desktop application that runs locally on your device. It does not depend on OMG Center servers for day-to-day operation. This means the application's availability is not subject to OMG Center uptime in the conventional sense.

Practical availability of Orca depends on three things:

Your device. Orca is available whenever your computer is on and the application is running. OMG Center has no influence over device uptime.
Third-party services. Features that depend on Microsoft 365, Google Workspace, Supabase, Anthropic, or your transcription service are subject to the availability of those platforms. Each is governed by its own SLA, which we have no control over.
Licence validation. Orca validates its licence periodically via Keygen. If Keygen is temporarily unreachable, a seven-day offline grace period applies. The application will continue to function normally during this window. If the licence cannot be validated after seven days, access will be suspended until connectivity is restored.

Because Orca runs locally, a server outage on OMG Center's side does not take your application offline. The only OMG Center-controlled dependency for ongoing use is licence validation, which has a seven-day grace period built in.

Support Response Times

Support requests should be submitted by email to chris@omgcenter.org. Response times are measured from the point at which a support request is received during business hours.

Priority	Description	Response Time	Resolution Target
Critical	Application will not start, or licence failure preventing access	4 business hours	1 business day
High	Core feature not functioning (meeting preparation, email drafting, contact intelligence)	8 business hours	2 business days
Medium	Non-critical feature issue, or a configuration change request	2 business days	5 business days
Low	Enhancement request, general query, or minor UI issue	5 business days	Next scheduled update

Resolution targets are indicative. Complex issues or those dependent on third-party platform behaviour may take longer. Where this is the case, we will communicate clearly and provide a revised estimate.

Software Updates

Software updates are included in the licence fee. Updates are distributed as new application builds and cover:

Security patches and dependency updates
Bug fixes identified through support or internal testing
Feature additions and improvements to existing capabilities
Compatibility updates when connected third-party APIs change

For updates that introduce significant changes to how the application behaves, you will be notified in advance with a description of what is changing and why. Minor updates and patches are applied without prior notice.

Updates are not applied automatically. You will receive the new build and apply it at a time that suits you.

Configuration Changes

Configuration adjustments are included in the licence. These cover changes to your Orca setup that do not require a full rebuild, such as:

Adjusting AI skill behaviour or prompt configuration
Adding or modifying integrations (new API connections, OAuth adjustments)
Updating data schemas in your Supabase database
Changing how Orca handles specific workflow types

Typical turnaround for configuration changes is two to five business days, depending on complexity. You will receive confirmation when the change has been built, tested, and is ready to deploy.

Requests that represent a significant expansion of scope (for example, building an entirely new capability from scratch) may be scoped and quoted separately.

Onboarding

New clients go through a structured onboarding process before their Orca instance is ready to use.

Discovery call (20 minutes). We discuss your workflows, the tools you use, the people you deal with, and what you need Orca to do. You do not need to prepare anything.
Build phase (up to one week). OMG Center configures your Orca instance based on the discovery conversation. This includes setting up your Supabase database, configuring integrations, building AI skills, and testing the application. You do not need to do anything during this phase.
Handover. We deliver the configured application and walk you through it. Typically a 30-minute session. From here, Orca is live and your support entitlements under this SLA are active.

Exclusions

The following are outside the scope of this SLA. OMG Center will provide reasonable assistance where possible, but response and resolution time commitments do not apply.

Third-party service outages. Issues caused by downtime or changes to Microsoft 365, Google Workspace, Supabase, Anthropic, Keygen, or any other platform Orca connects to.
Client hardware failures. Issues caused by the client's device, operating system, or local network.
Client network issues. Connectivity problems between the client's device and the services Orca depends on.
Client modifications. Issues arising from changes made to the application, its configuration files, or the Supabase database schema by the client or a third party without OMG Center's involvement.
Force majeure. Events outside OMG Center's reasonable control, including but not limited to natural disasters, national infrastructure failures, or significant third-party platform outages affecting multiple services simultaneously.

Service Credits

OMG Center is committed to meeting the response times set out in this SLA. Where we fall short, we take it seriously.

If OMG Center fails to meet the response time commitment for a given priority level on three or more separate occasions within a calendar quarter, the client may request a proportional service credit against the following quarter's licence fee.

Credit requests must be submitted within 30 days of the end of the relevant quarter, to chris@omgcenter.org, with a brief description of the incidents in question. Credits are applied at OMG Center's discretion based on the severity and pattern of the failures, and will not exceed 25% of the quarterly licence fee in any single quarter.

Credits are the sole remedy for SLA failures. They do not constitute an admission of liability and do not affect any other terms of the Client Licence Agreement.

Review

This SLA is reviewed annually, or when there is a material change to the Orca service. Clients will be notified of any changes that affect their service commitments, with at least 30 days notice before the changes take effect.

If you have questions about this SLA or want to discuss your service requirements, contact chris@omgcenter.org.