Service Level Agreement
Effective Date: February 1, 2026
Last Updated: February 1, 2026
This Service Level Agreement ("SLA") describes the uptime commitments and service credit policies for the Odysseus container orchestration platform provided by Delta Telematics Canada Inc. ("Delta Telematics," "we," "us," or "our"). This SLA applies to customers on paid subscription plans and is subject to the Terms of Service.
1. Uptime Commitment
1.1 Service Tiers
| Subscription Plan | Monthly Uptime Target | Maximum Allowed Downtime (per month) |
|---|---|---|
| Pro | 99.9% | 43 minutes 50 seconds |
| Enterprise | 99.99% | 4 minutes 23 seconds |
The Free tier is not covered by this SLA.
1.2 Covered Services
This SLA applies to the Odysseus control plane, which includes:
- API endpoints: The Odysseus REST and gRPC APIs used for deployment management, service configuration, and platform operations
- Dashboard: The Odysseus web-based management console
- Authentication services: Login, token issuance, and session management
- Agent communication: The control plane's ability to communicate with Odysseus agents running on your infrastructure
1.3 What Is Not Covered
This SLA does not cover:
- Your container workloads and applications (these run on your infrastructure independently of the control plane)
- Odysseus agents running on your infrastructure (agent availability depends on your infrastructure)
- Third-party services integrated with Odysseus (container registries, DNS providers, etc.)
- The Odysseus marketing website and documentation site
2. Definitions
2.1 Downtime
Downtime is defined as any period of 5 or more consecutive minutes during which the Odysseus control plane is unable to process valid API requests. Downtime is measured by our monitoring systems, which issue synthetic health checks to the control plane API at one-minute intervals from multiple geographic locations.
2.2 Monthly Uptime Percentage
Monthly Uptime Percentage is calculated as:
(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100
2.3 Measurement Period
Uptime is measured on a calendar-month basis, beginning at 00:00 UTC on the first day of the month and ending at 23:59 UTC on the last day of the month.
3. Exclusions
The following events are excluded from downtime calculations:
- Scheduled maintenance: Planned maintenance windows communicated at least 48 hours in advance via email or our status page. Scheduled maintenance windows will not exceed 4 hours per month.
- Emergency security patches: Urgent maintenance required to address active security vulnerabilities, communicated as soon as reasonably possible.
- Force majeure: Events beyond our reasonable control, including natural disasters, government actions, pandemics, wars, widespread internet outages, or infrastructure provider failures affecting multiple providers simultaneously.
- Customer-caused issues: Downtime resulting from your actions, configurations, or infrastructure, including misconfigured API calls, exceeding rate limits, or network issues on your end.
- Beta or preview features: Features explicitly designated as beta, preview, or experimental.
- Suspension: Periods during which your account is suspended due to breach of the Terms of Service or non-payment.
4. Service Credits
4.1 Credit Schedule
If we fail to meet the uptime commitment for your plan in a given calendar month, you are eligible for a service credit applied to your next billing cycle:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| Below target but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
For Pro plan customers, the uptime target is 99.9%. For Enterprise plan customers, the uptime target is 99.99%. The credit percentages above apply relative to your plan's target.
4.2 Credit Limits
- Service credits are calculated based on your monthly subscription fee for the affected month.
- The maximum service credit for any single month shall not exceed 50% of your monthly subscription fee.
- Service credits are applied to future invoices and are not redeemable for cash or refunds.
- Service credits may not be transferred to other accounts.
4.3 Credit Examples
The following examples illustrate how credits are calculated:
- Pro plan ($200/month), 99.7% uptime: Below 99.9% target but above 99.0%. Credit: 10% × $200 = $20 credit on next invoice.
- Enterprise plan ($800/month), 98.5% uptime: Below 99.0% but above 95.0%. Credit: 25% × $800 = $200 credit on next invoice.
- Pro plan ($200/month), 93.0% uptime: Below 95.0%. Credit: 50% × $200 = $100 credit on next invoice.
5. Requesting Credits
5.1 How to Request
To request a service credit, you must submit a claim by emailing support@delta-telematics.ca with the following information:
- Your account name and organization
- The month for which you are requesting credit
- A description of the downtime event(s) experienced
- Any supporting evidence (error messages, timestamps, screenshots)
5.2 Request Deadline
Credit requests must be submitted within 30 days of the end of the affected month. Requests submitted after this deadline will not be processed.
5.3 Verification and Response
Upon receiving your request, we will:
- Verify the reported downtime against our monitoring records
- Determine whether the downtime falls within the SLA exclusions
- Respond to your request within 10 business days
- Apply any approved credit to your next billing cycle
Our monitoring records are the authoritative source for uptime measurements. If there is a discrepancy between your records and ours, we will work with you to investigate and resolve the discrepancy in good faith.
6. Remedies
Service credits described in this SLA are your sole and exclusive remedy for any failure by Delta Telematics to meet the uptime commitments. This SLA does not modify or replace any other provisions of the Terms of Service, including the limitation of liability.
7. Communication and Transparency
7.1 Status Page
We maintain a public status page that displays real-time and historical availability information for the Odysseus control plane. Planned maintenance and active incidents are communicated through the status page.
7.2 Incident Communication
During service disruptions, we will provide:
- Initial acknowledgment within 15 minutes of detection
- Status updates at least every 30 minutes during an active incident
- A post-incident summary within 48 hours of resolution for incidents lasting more than 30 minutes
- A detailed post-mortem report within 5 business days for incidents affecting Enterprise customers
7.3 Maintenance Notifications
- Scheduled maintenance: At least 48 hours advance notice via email and status page
- Emergency maintenance: As much advance notice as reasonably possible, with real-time updates via status page
8. Changes to This SLA
We may update this SLA from time to time. We will provide at least 30 days notice before any changes that reduce the uptime commitment or service credit amounts. Changes that improve the SLA (higher uptime targets or more generous credits) may take effect immediately.
9. Contact Us
If you have questions about this SLA or need to report a service issue, contact us at:
Delta Telematics Canada Inc.
Email: support@delta-telematics.ca
Website: odysseus.delta-telematics.ca
Location: Fredericton, New Brunswick, Canada