Last modified: 12 July 2025

OPTIZMO™ Service Level Agreement

This Service Level Agreement (“SLA”) governs OPTIZMO Technologies, LLC’s (“OPTIZMO,” “we,” “us,” or “our”) provision of file storage & sharing and related web-application services to you (“Customer,” “you,” or “your”). By using the software, you agree to all terms below. If you do not accept them, discontinue use immediately and notify us of your intent to terminate.

1. Use of Services

1.1 Grant of Access. Subject to this SLA, OPTIZMO provides you access to our Enterprise solution—secure upload, storage, and sharing of files via our proprietary data-center network.
1.2 Restrictions. You may not sublicense, resell, or operate the software as a service provider for third parties or affiliates.

2. Support

2.1 How to Request Support.

2.2 Service Levels.

  • Response: We exercise best efforts to acknowledge tickets immediately.
  • Resolution Target: Within 24 hours, or we will estimate a realistic timeline.

2.3 Support Hours.

  • US-Based Team: 8 AM–5 PM US CT
  • Australia-Based Team: 5 PM–1 AM US CT
  • Automated Monitoring: Critical systems are monitored 24/7/365; alerts go directly to engineers and are addressed promptly.

3. Domains & IP Addresses

3.1 Managed Domains/IPs. We support your use of domains and IPs obtained through OPTIZMO.
3.2 Blacklist Disclaimer. We do not guarantee against third-party blacklisting or reputation issues outside our control. The default domain uses shared IPs.

4. Performance & Availability

4.1 Uptime Commitment. We target 99.8% availability—24×7×365.
4.2 Exclusions. Downtime for which no credit applies includes:
a. Scheduled upgrades & maintenance (see § 5)
b. Your account not in good standing or in breach of this SLA
c. Force majeure (e.g., acts of government, war, natural disaster, third-party outages)
d. Your misuse of the application

4.3 Data Backups. Regular backups are maintained; you agree to notify us immediately if you suspect downtime. To request any credit, you must provide diagnostic information to confirm an eligible outage.

5. Upgrades & Maintenance

5.1 Feature Releases. We will deploy major new releases for enhanced functionality.
5.2 Scheduled Windows. Updates occur during off-peak hours; you will receive advance notice.
5.3 Emergency Maintenance. May occur at any time; we will notify you as soon as practicable.

6. Privacy & Confidentiality

6.1 Data Protection. We respect your need for confidentiality. We do not sell, rent, or disclose your data except as required to provide services or by law.
6.2 Customer Data Rights. You retain all ownership and control of your files and metadata.

7. Data Analysis

7.1 Aggregate Statistics. We reserve the right to perform non-identifiable, statistical analysis on usage to optimize performance, measure effectiveness, and ensure license compliance.

8. Copyrights, Trademarks & Attribution

8.1 Customer Attribution. You grant us permission to display your name and logo in our customer gallery and marketing materials.
8.2 No Further License. No other rights to trademarks or trade names are granted by this SLA.

9. Payment Terms

9.1 Payment Deadline. Unless otherwise agreed in writing, all invoices are due within 30 days of receipt.
9.2 Suspension for Non-Payment. We may suspend or terminate services if payment is over 30 days past due.

10. Non-Waiver

10.1 No Waiver by Delay. Our failure to enforce any provision does not waive our right to enforce it later.

11. Miscellaneous

11.1 Governing Law. This SLA is governed by Texas law, without conflict-of-law principles.
11.2 Severability. If any provision is invalid, the remainder stays in effect.
11.3 Amendments. We may update this SLA by posting changes; continued use implies acceptance.

Thank you for partnering with OPTIZMO. We’re committed to keeping your files secure, accessible, and backed up at all times. If you have any questions, please reach out to support@optizmo.com.