Service Level Agreement (SLA) — OracleAppsGuide.com
Version: 2.0 · Effective 2026-10-29 · Commercial review required before attaching to an MSA. Published at
https://oracleappsguide.com/docs/SLA.md.
1. Service
OAG AI Consultant — a hosted AI consulting platform for Oracle E-Business Suite R12 and Fusion Cloud, delivered through the OAG Cloud Backend in the United States (Iowa) and through the OAG AI Consultant desktop application on the customer's own workstation.
Billing model: Pure BYOK. The customer supplies their own model provider key and pays that provider directly. OAG does not meter model tokens, does not sell credits, and does not apply per-user AI rate limits.
2. Availability target
- Monthly uptime target: 99.9%, excluding scheduled maintenance windows announced at least 72 hours in advance.
- Maintenance windows target low-traffic UTC hours; status is published via in-app banner and the support channel.
- Service credits are advisory pending MSA language: below 99.9% → 10% credit; below 99.0% → 25% credit; below 95.0% → 50% credit of the affected monthly fee.
This is a service target, not a guarantee. OAG does not currently hold a third-party certification for this target.
3. Data resilience — RPO / RTO
- Data residency: United States (Iowa).
- Backups: the OAG Cloud Backend provides multi-zone durability within region; export snapshots follow platform best practice.
- RPO: ≤ 24 hours for application data.
- RTO: ≤ 4 hours for control-plane restore; ≤ 24 hours for full service restore after a regional incident.
- Background embedding workers are replayable via re-ingest.
4. Support
| Tier | Channel | Target response |
|---|---|---|
| Free / Self-serve | Community and knowledge base | Best effort |
| Consultant Pro | 24 hours | |
| Enterprise Sovereign | Dedicated architect, shared channel / on-call | Custom SLA (P1 ≤ 1 hour) |
5. Exclusions
Model provider outages, customer network or firewall restrictions, and on-premises infrastructure for the sovereign desktop bridge are outside this SLA. Uptime is measured at the OAG edge.
6. Monitoring
Security and performance alerting runs continuously, with 95th-percentile latency alerting on the consultant API.
7. Contact
support@oracleappsguide.com or /support. Enterprise MSA/SLA negotiation:
/design-partner-program.