SLA – Service Levels
Service Level Agreement framework.
This page states OVARA’s standard service-level framework. A signed agreement or order form may set different service levels and will take precedence.
Effective 30 August 2026
Service availability
OVARA is designed for dependable production availability and monitored service operation. The applicable availability target, measurement method and reporting period are stated in the executed service agreement or order form so that each customer has a clear contractual commitment.
Priority-based incident response
Operational and security incidents are prioritised according to their impact and urgency. Critical incidents receive immediate escalation, active technical coordination and regular customer updates until service is restored or a safe operating solution is in place. The agreed support schedule sets the acknowledgement and update targets for each priority.
Support and communications
OVARA provides an approved support route and escalation path for licensed organisations. Material service incidents are communicated to the relevant operational contacts, with progress updates during recovery and a post-incident summary where appropriate.
Controlled maintenance and releases
Platform releases and maintenance follow controlled change procedures designed to protect security, data integrity and service continuity. Planned work with a material service impact is communicated in advance. Urgent security maintenance is prioritised and managed with appropriate operational updates.
Security, backup and recovery
OVARA operates platform security, monitoring, backup, recovery and incident-management controls as part of the service. Any customer-specific recovery objectives, reporting arrangements or enhanced support requirements are recorded in the executed agreement.
Service review
Service performance, material incidents and agreed improvement actions can be reviewed with the licensed organisation through the contracted governance process. This keeps operational expectations, support arrangements and platform changes clear throughout the relationship.