Last updated: March 1, 2026
This Service Level Agreement ("SLA") defines the support commitments, response times, and service standards provided by OLT EMS Solutions to its subscribers. This SLA applies to all active paid subscriptions.
OLT EMS Solutions is a self-hosted ISP management platform. As such, this SLA covers:
Since the platform runs on your own infrastructure, uptime and infrastructure availability are your responsibility. This SLA does not cover hardware failures, network issues, or server configuration problems on your end.
| Service | Starter | Professional | Business | Enterprise |
|---|---|---|---|---|
| Email Support | ||||
| Software Updates | ||||
| Security Patches | ||||
| OLT Integration Support | ||||
| Priority Queue | ||||
| Dedicated Support Agent | ||||
| Remote Setup Assistance |
Starter & Professional plans
Business plan
Enterprise plan
Support requests are handled during business hours: Monday–Friday, 9:00 AM – 6:00 PM China Standard Time (UTC+8).
| Severity | Standard | Priority | Premium |
|---|---|---|---|
| Critical (P1) | 8 business hours | 4 business hours | 2 business hours |
| High (P2) | 24 business hours | 8 business hours | 4 business hours |
| Medium (P3) | 48 business hours | 24 business hours | 8 business hours |
| Low (P4) | 5 business days | 3 business days | 1 business day |
Platform is completely non-functional. No workaround available. Affects all users.
Example: Application fails to load, data corruption, authentication completely broken.
Major feature is non-functional. Business impact is significant. Workaround may exist.
Example: OLT monitoring not polling, billing module errors, bandwidth data not recording.
Feature is partially working or behaving unexpectedly. Limited business impact.
Example: Report filters not applying correctly, CSV export missing columns, UI layout issues.
Minor issue, cosmetic problem, or general question. No business impact.
Example: Typo in interface, feature request, documentation question.
We release platform updates regularly. Updates include new features, improvements, bug fixes, and security patches. Update instructions are provided with each release.
Critical security patches are released as soon as possible after discovery. We will notify all active subscribers via email when security patches are available.
We support the current release and one previous major version. Subscribers running older versions should upgrade to receive continued support.
As a self-hosted platform, you are responsible for:
This SLA does not cover:
If we fail to meet the response times stated in this SLA for three or more incidents within a billing cycle, you may be eligible for a service credit of up to 10% of your monthly subscription fee. Service credits must be requested within 30 days and are applied to future invoices.
Service credits are the sole and exclusive remedy for SLA failures.
For support requests, please contact us:
Include your subscription tier, a description of the issue, steps to reproduce, and severity assessment when submitting a support request.