1. Definitions
“Covered Services” means Origin’s hosted management console and customer-facing application programming interfaces for the Services, including the telemetry-ingestion endpoints to which the Observability Agents connect. The Covered Services do not include the Observability Agents running on Your endpoints (whose availability depends on Your systems and network), beta or preview features, professional services, or any Non-Origin Services or third-party components.
“Available” means the Covered Services are accessible and substantially functional, as measured by Origin using synthetic monitoring checks from at least three (3) geographic regions at intervals not exceeding five (5) minutes. The Covered Services are considered Available for a measurement interval if a majority of probes during that interval succeed.
“Monthly Uptime Percentage” means, for a given calendar month, the total number of minutes the Covered Services were Available, divided by the total number of minutes in that month (excluding Excluded Events), expressed as a percentage.
“Excluded Event” means any unavailability resulting from: (a) scheduled or emergency maintenance performed in accordance with Section 3; (b) Your acts or omissions, including mis-configuration, breach of the Agreement, exceeding usage limits, or modifications to Your environment; (c) Your network, identity provider, devices, endpoints, or third-party software or services; (d) Force Majeure events as defined in the Agreement; (e) suspension of the Services in accordance with the Agreement (including for non-payment or material breach); (f) denial-of-service or other malicious attacks, notwithstanding Origin’s commercially reasonable defenses; (g) beta, preview, or early-access features; or (h) issues with the Observability Agents that arise from Your endpoint environment (including operating system, kernel, container runtime, or third-party security software incompatibility).
2. Service Availability Commitment
Origin will use commercially reasonable efforts to make the Covered Services Available no less than ninety-nine percent (99%) of the time during each calendar month (the “Service Availability Commitment”).
3. Scheduled and Emergency Maintenance
Origin will strive to perform scheduled maintenance during a standing maintenance window, not to exceed eight (8) hours in the aggregate per calendar month. Origin will provide at least two (2) business days’ advance notice via email to Your designated administrative contact of any scheduled maintenance. For emergency maintenance required to address a security vulnerability, performance issue, or other urgent matter, Origin will provide as much advance notice as is reasonably practicable under the circumstances.
4. Service Credits
If the Monthly Uptime Percentage falls below 99% in any calendar month, You may request a service credit, calculated as a percentage of the monthly subscription fees for the affected Covered Services for that month, as follows: (a) Monthly Uptime Percentage less than 99% but greater than or equal to 95% – ten percent (10%); (b) Monthly Uptime Percentage less than 95% but greater than or equal to 90% – twenty-five percent (25%); and (c) Monthly Uptime Percentage less than 90% – fifty percent (50%).
Service credits are applied to a future invoice. In no event will service credits issued in respect of any calendar month exceed fifty percent (50%) of the monthly subscription fees for the affected Covered Services for that month. Service credits are not refundable in cash.
5. Procedure for Claiming Credits
To receive a service credit, You must submit a written request to support@originhq.com within fifteen (15) days after the end of the calendar month in which the Monthly Uptime Percentage was not met. The request must identify the affected month, the periods of claimed unavailability, and any supporting information. Failure to submit a timely request constitutes a waiver of the right to a service credit for that month.
6. Sole and Exclusive Remedy
Service credits are Your sole and exclusive remedy, and Origin’s sole liability, for any failure to meet the Service Availability Commitment. For the avoidance of doubt, these Service Level Standards do not create any warranty, representation, or guarantee with respect to detection accuracy, alert latency, false-positive or false-negative rates, data retention durations, agent uptime on Your endpoints, or any other performance characteristic of the Services other than the Service Availability Commitment defined above.
Last Updated May 20, 2026