Service Level Agreement (SLA)
Last Updated: July 1, 2026
This Service Level Agreement (“SLA”) governs the delivery, hosting, and performance of digital twins, 360° virtual tours, website deployment, and custom sonic branding assets provided by Ora Union.
1. Platform & Hosting Uptime
Ora Union utilizes premium cloud hosting infrastructure to deliver immersive 360° experiences and digital twins.
- Uptime Target: We target a 99.9% uptime availability for all hosted virtual tours and website properties, calculated monthly.
- Scheduled Maintenance: Routine server updates or platform maintenance are performed during low-traffic windows (typically 12:00 AM – 4:00 AM CST). Standard maintenance does not count toward downtime calculations.
2. Turnaround & Delivery Timelines
Delivery windows begin once all required client onboarding materials, branding assets, and physical site access (for spatial capture) are successfully completed.
Service Type
Standard Delivery Window
Virtual Tours & Digital Twins
5–7 business days post-capture
Sonic Branding & Audio Assets
3–5 business days per review draft
Website Section & Layout Revisions
2–3 business days
3. Support Response Times
For technical issues, hosting disruptions, or urgent asset updates, clients can submit a support request via our designated channels.
- Critical Issues (Tour/Site Down): Response within 12 hours (8:00 AM – 6:00 PM CST).
- Standard Requests (Revisions, Asset Swaps): Response within 24 hours on business days.
4. Client Responsibilities
To maintain these performance standards, the client agrees to provide timely feedback, secure necessary site permissions for photography/capture sessions, and maintain active subscription status for recurring hosting services.