Service Level Agreement - Inaugural AI (2024)

  1. Definitions

This Service Level Agreement forms part of the Inaugural AI Terms of Service.  Words defined in the Inaugural AI Terms of Service shall have the same meaning when in this Service Level Agreement.

In addition, the following definitions apply:

‘Available’ means the Platform is available for access and use by you or your Client Customers over the Internet. 

‘Downtime’ means any time when the Platform is not Available.

‘Monthly Uptime Percentage’ means for a calendar month:

the  total number of minutes minus the number of minutes of Downtime 

--------------divided by------------------

the total number of minutes.

‘Scheduled Downtime’ means times where we have given you at least 1 (one) day’s notice of any Downtime.  

2. Availability  

We use our best endeavours to ensure that the Platform is Available at least 99.9% of the time in any time zone in any calendar month (the “Inaugural AI Performance Commitment”).

Downtime will not accrue where the Platform is not available because of:

A cause beyond our reasonable control; 

Any Scheduled Downtime;

Downtime Period” means, for a domain, a period of ten (10) consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods, provided that no more than three (3) such intermittent interruptions occur in any one (1) month.

3. Service Extensions

If we do not meet the Inaugural AI Performance Commitment you are eligible to receive the Service Extensions described below as your sole and exclusive remedy if the Platform is not Available.

In order to receive any of the Service Extensions, you must notify us in writing within thirty days from the end of the relevant month when we failed to meet the Inaugural AI Performance Commitment. 

The aggregate maximum number of Service Extensions to be issued by Inaugural AI to Customer for any and all Downtime Periods that occur in a single calendar month shall not exceed five (5) additional days of Service added to the end of your Contract term. Service Extensions may not be exchanged for, or converted to, monetary amounts.

No Service Extensions shall be due if at the date of the request you are in breach of any provision of the Terms of Service including any failure to any sums due.

4. Technical Contacts and Incident Response

We shall provide regularly staffed email and phone support during UK business hours of 9am to 5pm Monday to Friday (excluding public holidays). The contact details and response time for general support are as detailed below:

5. Support Services

We provide two levels of Support Services: Standard and Enhanced.  

Standard Support Services are described below and are included in the Fee due to use the Platform in accordance with our Terms of Service

Enhanced Support Services are Professional Services and as such will be covered by a Statement of Work in accordance with our Custom Terms and at our then current prices.

Support Procedure. 

You may raise a ticket for Standard Support Services via the “Help” tab within the Platform, or by contacting your Inaugural AI Point of Contact.  You must provide your name and contact information and details of the fault will be required to raise a ticket for Standard Support Services.  Actual resolution time will depend on the nature of the fault and the required resolution.  A resolution may consist of a fix, workaround or other solution in our reasonable determination.   We may require your point of contact to approve the ticket before we provide the Standard Support Services.

Exclusions 

We are under no obligation to provide the Standard Support Services if the fault arises because of:

Support Hours

We will provide the Standard Support Services during the hours from 9:00 a.m. until 5:00 p.m., local time, London, England, Monday to Friday excluding public holidays ‘Business Hours’, and ‘Business Days’ respectively.

Tickets can be raised for Standard Support Services outside of Business Hours.  

Cooperation

We must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with us to reproduce errors, including conducting diagnostic or troubleshooting activities, as requested and appropriate.

Severity Levels

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers

for further investigation and analysis. For example, issues will be generally categorized and handled according to an assigned severity level, as follows:

We recognise that our customers’ businesses operates in multiple time zones and we therefore undertake to use reasonable endeavours to resolve service issues as soon as is practical but in any event within these Response Times.

If a ticket for Standard Support Services is raised less than one (1) hour before the end of a Business Day, the ticket shall be deemed to have been raised on the following Business Day.

Last updated Aug 2024