---
title: "Orangescrum SLA for Government Project Management Software"
description: "Learn about Orangescrum’s Service Level Agreement for government project management software ensuring uptime, security, and reliable support."
canonical: https://www.orangescrum.com/solutions/project-management-software-for-government-industry/service-level-agreement
---

# Orangescrum SLA for Government Project Management Software

> For the complete documentation index, see [llms.txt](https://www.orangescrum.com/llms.txt).

[Government solutions](/solutions/project-management-software-for-government-industry)

# Service Level Agreement

## **SERVICE LEVEL AGREEMENT (SLA)**

This Service Level Agreement (“SLA”) is an integral part of the Agreement between Orangescrum (“Provider”) and the Government Agency (“Customer”).

## 1\. Definitions

**1.1 “Service”** means the Orangescrum software SaaS, hosting, maintenance, support, APIs, and associated services as set out in the Agreement.

**1.2 “Downtime / Unavailability”** means any period during which the Service is not accessible or usable by the Customer, excluding scheduled maintenance and agreed exclusions.

**1.3 “Scheduled Maintenance”** means pre-announced maintenance windows.

**1.4 “Incident / Service Incident”** means any event that is not part of the standard operation of the Service that causes or may cause interruption, reduction, degradation or failure of the Service.

**1.5 “Response Time”** means the maximum time between when a customer reports an Incident (or Provider becomes aware) and when Provider begins corrective actions.

**1.6 “Resolution Time”** means the maximum time to remedy or provide a workaround for an Incident, depending on priority.

**1.7 “Service Credit”** means a credit or compensation (e.g. waiver of fees) when SLA commitments are not met.

## 2\. Service Availability/Uptime Guarantee

-   Provider guarantees 99.9% uptime (or a higher percentage as negotiated, e.g. 99.95%, 99.99%) in any calendar month, excluding Scheduled Maintenance and Excused Downtime (see exclusions).
-   Downtime Calculation = Total minutes in month minus Total minutes of Service unavailability, divided by total minutes, expressed as a percentage.

## 3\. Exclusions/Excused Downtime

The following do not count toward unavailability:

-   Scheduled Maintenance (provided advance notice)
-   Customer’s actions or omissions (e.g., misuse, third-party integration problems, network issues on the customer side)
-   Factors outside reasonable control (force majeure, telecommunications failure outside the provider’s network, denial-of-service attacks beyond what reasonably can be mitigated)
-   Beta features or non-production environments (if agreed)

## 4\. Incident Response & Resolution/Support Levels

| **Priority** | **Definition / Example** | **Response Time** | **Resolution Time Goal\*** |
| P1 / Critical | Service is down or mission-critical functionality is broken | ≤ 1 hour | ≤ 4 hours (or faster) |
| P2 / High | Major functionality impaired, but workaround available | ≤ 2 hours | ≤ 8 hours |
| P3 / Medium | Non-critical but affects performance / usability | ≤ 4 hours | ≤ 24 hours |
| P4 / Low / Enhancement | Minor issues, feature requests | ≤ 1 business day | ≤ 3 business days |

_These are targets; actual times may vary and should be agreed based on complexity._

## 5\. Scheduled Maintenance & Notification

-   Providers may schedule routine maintenance windows (e.g. weekly, monthly).
-   Customers must be notified at least 48 hours (or agreed period) in advance, with expected start time, duration, and nature of maintenance.
-   Maintenance windows should be during off-peak hours as much as feasible (e.g. late nights or weekends).
-   The Provider shall strive to keep maintenance downtime minimal and will not exceed agreed duration.

## 6\. Service Credits/Remedies

If the Provider fails to meet the uptime commitment in a given month, Customer is entitled to Service Credits according to the following scale (example):

| **Uptime Achieved** | **Service Credit (% of Monthly Fee)** |
| 99.9% to 99.95% | 5% |
| 99.0% to 99.9% | 10% |
| 95.0% to 99.0% | 25% |
| < 95.0% | 50% or termination right |

-   Credits are applied as a rebate or deduction from future fees.
-   To claim credits, the customer must notify Provider in writing within 10 business days of the end of the month, providing incident logs and evidence.
-   Credits are the sole and exclusive remedy for unavailability, except where otherwise required by law or agreed.

## 7\. Monitoring, Reporting & Audits

-   Provider will monitor system performance, key metrics (response times, load, errors) and provide monthly reports to Customer (availability, incident history, improvements).
-   Customers may audit or ask for logs or access (with prior notice) to verify SLA compliance, subject to security and confidentiality.
-   For government clients, Providers may agree to allow periodic security audits (by a third party, or via “agreed auditor”) under confidentiality protections.

## 8\. Escalation & Governance

-   A joint governance committee or designated contacts from both sides shall meet periodically (e.g. quarterly) to review performance, issues, roadmap, and continuous improvement.
-   Escalation path shall be defined (e.g. support engineers → technical manager → operations head → executive sponsor).

## 9\. Term, Termination & Effect of Termination

-   The SLA term aligns with the main agreement.
-   Upon termination or expiration, Provider will continue to meet obligations, and will cooperate in data migration, export, or orderly transition.
-   Any credits or remedies due at or after termination must still be honored.

## 10\. Changes to SLA

-   Providers may propose changes to the SLA, subject to Customer approval and reasonable notice (e.g. 60 days prior).
-   Such changes shall not reduce previously agreed minimum levels of service.