Service Continuity, Support and Service Uptime Commitment

Purpose#

This document outlines Odyssey’s commitment to ensuring the continuous availability and reliability of our Products, Support, and Customer Success programs, even in the event of unforeseen incidents or disruptions. It also outlines our Service Uptime Commitment.

Service Continuity and Support#

Odyssey’s services are hosted on the Google Cloud Platform (GCP) within its European data centers (Germany / Finland), eliminating reliance on physical hardware or on-premises infrastructure. Our primary objective is to maintain uninterrupted service availability while upholding our Service Uptime Commitment.

To achieve this, we employ robust automatic scaling mechanisms that ensure optimal performance at all times. Additionally, we implement continuous infrastructure updates, proactive monitoring, logging, backups and alerting systems to enhance availability.

Our Support team is available during business hours and can be reached via documented channels, see more about our support services.

We utilize a suite of digital support tools, including knowledge base, email, and chat services, to provide seamless assistance. Our 1st and 2nd line Support teams are fully equipped to assist customers remotely, ensuring uninterrupted service in all circumstances. In the event of widespread staff unavailability (e.g., due to illness), we have contingency measures in place to redistribute workloads accordingly.

In the unlikely event of any service disruption, we have an external fallback system for managing support emails. If both our products and website become inaccessible, customers can still reach us via email at support@odyssey.se or by phone to your representative .

During service outages, customers can access real-time updates on our status page, and our recovery protocols ensure service restoration in the shortest possible time.

In an unlikely situation when restoration is not possible, or it will take a very long time, we can still deliver data and insights manually to our customers in other formats, locally and independently of our hosting environments.

Service Uptime Commitment#

Uptime Definitions#

For the purposes of this Service Uptime Commitment section, the following definitions will apply:

"Downtime" refers to a critical full outage or severe issue that results in a complete inability to use the Service, across a significant portion of the production environment (e.g., crash or hang), leading to production downtime with no available workaround or solution.

"Excluded" includes the following circumstances: (i) unavailability caused by factors beyond our reasonable control, including but not limited to governmental actions, emergencies, natural disasters, floods, fires, civil unrest, acts of terror, labor strikes (excluding those involving our employees), or any other force majeure events; (ii) issues arising from the Customer’s integration or merger of the Services with any hardware or software not provided or explicitly identified by Odyssey as compatible; (iii) interruptions or delays caused by telecommunications or internet service provider failures outside of Odyssey’s data centers as measured by our third-party website availability monitoring provider; (iv) unavailability caused by the misuse, improper use, alteration, or damage of the Service; and (v) unavailability due to maintenance or necessary updates performed at Odyssey’s sole and reasonable discretion, including maintenance related to system migrations.

"Service Uptime" is calculated as follows:

(Service Uptime) = [(Total hours in calendar month - Excluded duration - Downtime duration) / (Total hours in calendar month - Excluded duration)] x 100%

Service Uptime#

Odyssey commits to use commercially reasonable efforts to maintain a Service Uptime of at least 99.90% (commonly 99.98% - 100% excluding maintenance downtime) for its Service within a given calendar month. All availability calculations will be based on our system records and our external monitor services.
Customers are not entitled to receive any credit due to failure to meet the Service Uptime commitment.