Service Level
Agreement.

Purpose of This Agreement

This Service Level Agreement (SLA) describes a proposed framework for the operation and support of services associated with OntologyOnline.org.

The purpose of an SLA is to define measurable obligations, support procedures and responsibilities when such commitments have been expressly agreed by the relevant parties.

Scope of Services

Ontology Online provides an online environment for scientific information, knowledge resources and research-related correspondence.

The service areas considered within this framework include:

• Publicly accessible website pages and educational scientific content.
• Information concerning ontologies, semantic technologies and biomedical knowledge systems.
• Scientific product descriptions and research catalogue information.
• Website-based communication and product enquiry facilities.

Any additional hosted tools, customer accounts, APIs, data-processing services or commercial support products require explicit identification before inclusion in a binding SLA.

Website Availability

Website availability refers to the accessibility of the covered online functions during a defined measurement period.

A formal availability commitment should specify the percentage target, measurement methodology, monitoring source, evaluation period and any permitted exclusions.

This draft does not establish a guaranteed uptime percentage. A binding availability target applies only when separately confirmed and approved.

Support and Communication Channels

General scientific, website and research product enquiries can be directed to the contact information published on the website.

Email correspondence: [email protected]

Telephone: +1 (718) 513-2983

These contact details do not, by themselves, establish continuous staffing, emergency response service or a guaranteed response time.

Incident Classification

When technical support is provided, service incidents may be classified according to their impact on website functionality.

These priority categories are proposed definitions, not evidence of an active ticketing or incident management system.

Response and Resolution Times

Response time is the interval between receiving a qualifying support request and the defined initial response.

Resolution time concerns correction of an incident, restoration of functionality or provision of an agreed workaround.

These measures are distinct: an initial response does not necessarily mean that the underlying issue has been resolved.

No guaranteed response or resolution timeframe is established by this draft.

Maintenance and Updates

Technical maintenance may be necessary to support website security, stability, compatibility and ongoing functionality.

Maintenance activities can include software updates, infrastructure changes, database operations and security-related adjustments.

If scheduled maintenance windows or advance notification commitments are offered, these should be defined in an approved SLA.

Service Exclusions

A binding SLA may define circumstances that are excluded from a particular service measurement, subject to applicable contractual terms and law.

Potential categories for contractual consideration include:

• Approved planned maintenance.
• Problems with third-party networks or systems outside the agreed service scope.
• User-controlled device, connectivity or browser issues.
• Events beyond the reasonable control of the relevant party.

Exclusions must be expressly agreed where legally required. They should not be interpreted as removing mandatory rights or responsibilities.

Responsibilities

Service Provider

Any agreed service provider responsibilities should define the covered website functions, communication arrangements, security obligations and operational support activities.

Website Users

Users are expected to provide sufficiently clear information when reporting a technical issue, including the affected page, observed behavior and relevant context.

Users should avoid submitting passwords or unnecessary sensitive information through general correspondence channels.

Scientific Content and Product Enquiries

Website infrastructure support and research product correspondence are distinct service activities.

Scientific content may require editorial verification, while product enquiries may require confirmation of catalogue details, specifications, pricing and availability.

Unless expressly agreed, product quotation, technical consultation and delivery times should not be treated as guaranteed website support response times.

Research-use product information should be verified against relevant documentation before laboratory use.

Service Measurement and Review

Where measurable service commitments are agreed, performance may be evaluated through appropriately defined monitoring, incident and availability records.

The agreement should identify the authoritative measurement source, reporting frequency, review procedure and process for resolving measurement disagreements.

Service Remedies and Credits

Some commercial SLAs provide service credits or other specified remedies when defined performance obligations are not achieved.

This draft does not establish any service credit, reimbursement or financial remedy.

Any remedies must be expressly stated in approved commercial terms and remain subject to applicable law.

Agreement Duration and Changes

A formal SLA should specify its effective date, duration, applicable services and the procedure for proposing or accepting amendments.

Public changes to website information do not automatically modify previously agreed contractual commitments.

Contact Information

For general questions about Ontology Online or this proposed service framework, use the contact details below.