Service Level Agreement

This Service Level Agreement (the "SLA") applies to our dedicated infrastructure, hosting, network, and related services. It explains how service availability is measured, how performance incidents are reported, and how any applicable service credits are handled.

1. Scope and Service Standards

Orbital provides hosting, network, and infrastructure services using third-party facilities, network providers, and operational platforms where necessary. In those cases, the relevant service standards are determined by the applicable product documentation, the service plan, and the underlying infrastructure terms. Orbital will coordinate with those providers as required, but Orbital remains the primary service provider to the customer.

2. Availability Commitment

Orbital aims to maintain high service availability for its hosting, networking, and infrastructure offerings. Actual service availability targets, measurement methods, and exclusions will be described in the applicable service plan, product documentation, or account-level SLA summary. Availability commitments may vary by product category, regional deployment, and infrastructure provider.

3. Exclusions and Limitations

Availability targets do not include planned maintenance, upstream force majeure events, provider outages outside Orbital's control, natural disasters, legal restrictions, or other circumstances described in the applicable SLA documentation. Customer is also responsible for operational issues arising from customer-controlled software, configurations, applications, and workloads.

4. Incident Reporting and Service Remedies

Customers should report a potential SLA event to Orbital as soon as reasonably practicable. Orbital will review the incident, assess the operational impact, and determine whether a service remedy, credit, or other adjustment applies under the relevant product or provider terms. Orbital cannot guarantee recovery of a service credit where the incident is reported after the applicable claim window has expired or where the governing service terms do not permit a remedy.

If a service credit or other remedy is available under a governing provider or product schedule, it will be limited to the amount actually approved or provided under those terms and will not exceed the charges attributable to the affected Service for the relevant billing period, unless a different remedy is required by law or separately agreed in writing.

5. Service Availability and Remedial Rights

Service availability, performance, and remedial rights depend on the product, infrastructure, and network terms applicable to the specific hosting or security service. Orbital may provide service credits, remediation, or operational adjustments where the governing terms provide for them, but such remedies are subject to the relevant claim requirements and provider limitations.

Orbital does not guarantee uninterrupted service beyond what is stated in the applicable product documentation, service plan, or provider terms. Maintenance, hardware replacement, emergency mitigation, and network changes may temporarily affect availability.

6. Maintenance and Infrastructure Changes

Orbital may perform maintenance, substitute infrastructure, or move traffic to equivalent or better capacity where reasonably necessary for continuity, security, or network-provider requirements. This may occur without advance notice in emergency situations, and temporary service interruptions during replacement or maintenance do not automatically create a service-credit event unless a qualifying remedy is available under the applicable service terms.

7. Responsibility for Customer Environment

This SLA does not cover outages or service degradation caused by customer software, application misconfiguration, resource exhaustion, insecure deployments, customer-controlled credentials, data loss, malware, or a failure to maintain backups or required security updates.

8. Changes to this SLA

Orbital may update this SLA to reflect changes in provider terms, infrastructure, product scope, or regulatory requirements. Customers will be notified of material changes through the appropriate account, website, or service notice channel.