Version 1.1 — Last updated: May 22, 2026

Service Level Agreement

This Service Level Agreement ("SLA") applies to the Omnovo platform and related services (the "Services") provided by Bluegrass Digital Advantage LLC ("Omnovo," "we," or "us") to customers on an active paid subscription plan ("Customer"). This SLA forms part of the Omnovo Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Service Availability Commitment

Omnovo will use commercially reasonable efforts to make the core Services available at a Target Monthly Uptime of 99.5%, measured on a calendar-month basis, excluding the periods described in Section 3.

For context, 99.5% monthly uptime corresponds to a maximum of approximately 3 hours and 36 minutes of unplanned downtime per 30-day month. Omnovo aims higher than this commitment in normal operation; this target reflects what we contractually guarantee, not what we expect day-to-day.

2. Definitions

• "Core Services" means Customer's ability to access the Omnovo dashboard at app.omnovo.com, the Omnovo API at api.omnovo.com, and Customer's deployed customer-facing website ("OmniSite") served through Cloudflare.
• "Downtime" means a period during which the Core Services are materially unavailable to Customer, as measured by Omnovo's independent uptime monitoring against the public endpoints above. Intermittent errors that do not prevent typical use are not Downtime.
• "Monthly Uptime Percentage" means, for a given calendar month, (total minutes in the month minus Downtime minutes) divided by total minutes in the month, expressed as a percentage.
• "Scheduled Maintenance" means planned work announced at least 48 hours in advance through the Omnovo status page or by email to the account contact.
• "Monthly Subscription Fee" means the recurring subscription fee actually paid by Customer for the affected calendar month (excluding setup fees, overages, add-ons, domain registration pass-through costs, and one-time charges).

3. Exclusions

Downtime does not include, and the Target Monthly Uptime does not apply to, unavailability caused by:

• Scheduled Maintenance.
• Emergency maintenance necessary to address security, stability, or data integrity risks (Omnovo will provide as much notice as reasonably practicable).
• Force majeure events, including acts of God, war, civil unrest, natural disaster, labor disputes, internet backbone outages, and government action.
• Failures or outages of third-party services outside Omnovo's reasonable control, including Customer's own internet connection, Cloudflare edge, Supabase, Stripe, Resend, Twilio, OpenRouter, Spider, Zernio, Porkbun, DNS registrars, or upstream providers whose outage prevents Omnovo from serving the Services.
• Customer's own acts, misconfiguration, use of the Services in a way not authorized under the Terms of Service, or failure to follow Omnovo's documented guidance.
• Suspensions of the Services in accordance with the Terms of Service (e.g. for non-payment, abuse, or breach).
• Beta, preview, or otherwise non-production features clearly labeled as such.
• Issues affecting only a subset of non-core functionality (e.g. AI content generation, review reply drafting, social publishing) while the Core Services remain reachable.

4. Support Response Times

Omnovo provides support via email to support@omnovo.com during Support Hours. "Support Hours" means 9:00 AM to 5:00 PM US Eastern Time, Monday through Friday, excluding US federal holidays. Support tickets are prioritized using the following severity definitions and response time targets (measured during Support Hours, from Omnovo's first acknowledgment):

Severity is assigned by Omnovo in good faith based on the information provided. Response time targets describe the time to first human acknowledgment and initial triage, not the time to full resolution.

5. Service Credits

If, in any calendar month, Omnovo fails to meet the Target Monthly Uptime and Customer was on an active paid subscription for the entirety of that month, Customer is eligible for a service credit against a future monthly invoice as follows:

Service credits are Customer's sole and exclusive remedy for any failure of Omnovo to meet the Target Monthly Uptime. Credits are applied as a reduction on a future monthly invoice, do not carry cash value, are not refundable, and expire if Customer's subscription terminates for any reason before they are applied. The total service credits applied in any single calendar month may not exceed 50% of the Monthly Subscription Fee for that month.

6. Requesting a Service Credit

To receive a service credit, Customer must submit a written request to support@omnovo.com within 30 days after the end of the calendar month in which the Downtime occurred. The request must include:

• Customer's account / workspace identifier.
• The dates, times, and approximate duration of the Downtime.
• A brief description of how the Downtime affected Customer's use of the Services.
• Any supporting evidence reasonably available to Customer (e.g. screenshots, third-party monitoring reports).

Omnovo will verify the claim against its own monitoring and logs and, if validated, apply the applicable credit within one billing cycle.

7. Scheduled and Emergency Maintenance

Omnovo will generally perform Scheduled Maintenance outside US business hours where practical. Scheduled Maintenance windows will be announced via the Omnovo status page (status.omnovo.com) or proactively by email to the account contact at least 48 hours in advance. Emergency maintenance may be performed at any time when necessary to preserve security, data integrity, or continuity of the Services, with as much notice as is reasonably practicable.

8. Status Page and Incident Communication

Omnovo publishes incident reports to status.omnovo.com. The status page is publicly available during incidents; during early access it may be gated, in which case affected customers will receive proactive email notifications for confirmed incidents. During a confirmed incident, Omnovo will post regular updates until the incident is resolved and will follow up with a post-incident summary when warranted by the severity of the event.

9. Exclusions from Eligibility

Customer is not eligible for service credits for any calendar month in which Customer is in material breach of the Terms of Service, has an account in suspended or delinquent status, is on a trial, free, beta, or promotional plan, or is using Services clearly labeled beta or preview.

10. Changes to this SLA

Omnovo may update this SLA from time to time. Material changes adverse to Customer will take effect at the start of Customer's next renewal term and will be communicated by updating the "Last updated" date and, where appropriate, by email to the account contact.

11. Governing Law

This SLA is governed by the laws of the Commonwealth of Kentucky, USA, without regard to its conflict of laws principles.

Contact

Questions about this SLA may be directed to: support@omnovo.com