Omega MES Cloud Manufacturing Execution System

Effective Date: 2026-06-01

This Service Level Agreement (“SLA”) defines the support services, response targets, and service expectations provided by DDCS Szoftver Ltd. (“Provider”) for the Omega MES cloud-based Manufacturing Execution System platform (“Service”).

This SLA forms part of the General Terms and Conditions (GTC) applicable to Omega MES services.

1. Scope of the SLA

This SLA applies to:

• Omega MES cloud platform;
• MES production support services;
• support requests submitted by authorized Customers;
• technical incidents affecting the operation of the Service.

The SLA applies exclusively to Customers with an active subscription.

2. Support Availability

Standard support is available during the following business hours:

Business Hours:
Monday – Friday
08:00 – 17:00 CET (Central European Time)

Excluding:

• Hungarian public holidays;
• announced maintenance periods;
• force majeure events.

Support requests may be submitted outside business hours, however response times apply only during official support availability periods unless otherwise agreed in writing.

3. Support Channels

Support requests may be submitted through:

• the official Omega MES Support Portal powered by SupportCandy;
• email support;
• designated customer support contacts.

Primary support handling and incident tracking are performed through the official Omega MES ticketing system.

Support Portal:
https://omegames.co.uk/support

Support Email:
info@omegames.co.uk

Customers are encouraged to use the ticketing system for:

• incident tracking;
• prioritization;
• escalation handling;
• communication history;
• faster support management.

4. Incident Severity Levels

Incidents are classified into three priority levels based on operational impact on manufacturing and MES-related business processes.

4.1 Critical Incident (Severity 1)

Definition : A critical incident causing complete or near-complete disruption of essential MES operations, including but not limited to:

• complete system outage;
• inability to access the Omega MES platform;
• production reporting unavailable;
• production tracking interruption;
• database connectivity failure;
• authentication failure affecting multiple users;
• critical API or ERP integration failure impacting manufacturing operations.

Target Initial Response Time: Within 2 business hours

Examples

• MES system inaccessible for all users;
• production operators unable to report manufacturing data;
• production data corruption risk;
• severe operational interruption affecting manufacturing continuity.

4.2 Major Incident (Severity 2)

Definition

A major issue significantly affecting MES functionality while partial workaround solutions remain available.

Target Initial Response Time: Within 6 business hours

Examples

• ERP synchronization delays;
• reporting or dashboard malfunction;
• performance degradation impacting production efficiency;
• malfunction of specific MES modules.

4.3 Minor Incident / General Support (Severity 3)

Definition

Non-critical issues, general support requests, cosmetic defects, configuration requests, or usability-related questions with limited operational impact.

Target Initial Response Time: Within 24 business hours

Examples

• UI display inconsistencies;
• non-critical bug reports;
• user support questions;
• training assistance;
• configuration support;
• feature usage guidance.

5. Response Time Definition

Response time means the period between:

• submission of a valid support request; and
• the first response from the Provider acknowledging and beginning investigation of the issue.

Response time targets do not guarantee full resolution within the same timeframe.

6. Customer Responsibilities

To enable effective support handling, the Customer agrees to:

• provide accurate issue descriptions;
• include screenshots, logs, or reproduction steps where possible;
• designate authorized support contacts;
• maintain stable internet connectivity and compatible hardware;
• cooperate during troubleshooting procedures.

The Provider may request additional technical information when necessary.

7. Planned Maintenance

The Provider may perform planned maintenance, updates, security improvements, or infrastructure changes necessary for the operation and protection of the Service.

Where reasonably possible:

• maintenance activities will be scheduled outside peak production hours;
• advance notice will be provided.

Temporary interruptions during maintenance periods shall not constitute SLA violations.

8. Exclusions

This SLA does not apply to issues caused by:

• Customer-side hardware or internet failures;
• unsupported third-party systems;
• improper system usage;
• unauthorized modifications;
• malware or cybersecurity incidents originating from the Customer environment;
• force majeure events;
• external infrastructure outages outside the Provider’s reasonable control.

9. Service Availability

The Provider aims to maintain high operational availability of the Omega MES platform.

However, uninterrupted operation cannot be guaranteed at all times due to:

• cloud infrastructure dependencies;
• internet connectivity limitations;
• cybersecurity risks;
• maintenance activities;
• third-party service provider outages.

10. Data Backup and Recovery

The Provider performs commercially reasonable backup and recovery procedures for the Omega MES environment.

However:

• Customers remain responsible for exporting critical operational data where necessary;
• no backup or cloud system can guarantee absolute prevention of data loss.

11. Escalation Procedure

Where incidents significantly impact manufacturing continuity or remain unresolved for an extended period, the Provider may escalate the issue internally to:

• senior technical personnel;
• infrastructure providers;
• third-party integration partners;
• cloud hosting providers.

12. Limitation of SLA Commitments

This SLA defines target service levels and support objectives.

Unless otherwise agreed in writing:

• response times are targets, not guarantees;
• the Provider shall not be liable for indirect or consequential damages resulting from support delays;
• SLA commitments do not constitute warranties of uninterrupted system operation.

13. Changes to the SLA

The Provider reserves the right to modify this SLA where necessary for operational, technical, legal, or business reasons.

Updated versions become effective upon publication on the official Omega MES website.

14. Governing Law

This SLA shall be governed by the laws of Hungary and applicable European Union legislation.

Any disputes arising from this SLA shall fall under the jurisdiction of the competent Hungarian courts.

15. Contact Information

DDCS Szoftver Ltd.
1125 Budapest, Istenhegyi út 101/D
Hungary

Email: info@omegames.co.uk
Website: https://omegames.co.uk