Service Level Agreement

1. Scope

This service level overview applies only where incorporated into a customer order or written agreement. Individually agreed service levels take precedence.

2. Availability target

The standard monthly availability target for the production application is 99.5%, excluding agreed exclusions. Enterprise commitments may be defined in an order form.

3. Measurement

Availability is measured at the service boundary using our monitoring data. Monthly availability is calculated from total minutes less unavailable minutes within the applicable calendar month.

4. Exclusions

Excluded events include announced maintenance, customer systems or configuration, third-party services outside our reasonable control, force majeure, internet-wide disruption, misuse, beta features and suspension permitted by contract.

5. Support priorities

• Priority 1: production service unavailable or critical security impact.
• Priority 2: major functionality materially impaired with no reasonable workaround.
• Priority 3: limited impairment, question or non-critical defect.

6. Incident communication

For confirmed material incidents, we provide reasonable status updates and a post-incident summary where appropriate.

7. Service credits

Any service credits, claim windows and remedies must be specified in the applicable paid order or enterprise agreement.

8. Contact

Service and support requests can be sent to info@ai-employee-os.com.