Documentation
Start typing to search…

Service Level Agreement (SLA)

Effective Date: 10th October 2024
Version: 1.4

This Service Level Agreement ("SLA") sets forth the terms and conditions for the provision of services by ReviveAI.co.uk ("Service Provider") to its clients ("Customer") for the development and maintenance of bespoke AI agents.

1. Definitions

1.1 "Services": The creation, customization, deployment, and maintenance of bespoke AI agents tailored to the Customer’s requirements.
1.2 "Uptime": The percentage of time the Services are operational and accessible.
1.3 "Downtime": Any period during which the Services are not available, excluding planned maintenance or Force Majeure events.
1.4 "Support Hours": 9am to 5pm GMT.
1.5 "Incident": Any disruption or degradation of the Services reported by the Customer.

2. Service Commitments

2.1 Service Availability
ReviveAI.co.uk guarantees 99.9% Uptime, calculated on a monthly basis.

  • Exclusions: Planned maintenance, Force Majeure events, and issues caused by third-party dependencies.

    2.2 Response Time Targets

  • Critical Incidents: Initial response within 1 hour. Resolution within 4 hours.

  • High Priority Incidents: Initial response within 2 hours. Resolution within 8 hours.

  • Medium Priority Incidents: Initial response within 4 hours. Resolution within 1 business day.

  • Low Priority Incidents: Initial response within 1 business day. Resolution within 3 business days.

    2.3 Maintenance
    Planned maintenance will be scheduled during off-peak hours with at least 48 hours’ notice to the Customer.

3. Customer Responsibilities

Provide accurate and complete requirements for the bespoke AI agent.

Ensure timely feedback during development cycles.
3.3 Maintain an active internet connection to access the Services.
3.4 Notify ReviveAI.co.uk of any issues or disruptions promptly.

4. Performance Metrics

4.1 Uptime Reporting: ReviveAI.co.uk will provide monthly reports on Service Availability upon request.
4.2 Incident Logs: Detailed logs of reported incidents and resolutions will be maintained.

5. Support

5.1 Support Channels
Support is available via:


5.2 Support Hours
Support is available during 9am to 5pm GMT.

6. Service Credits

6.1 As ReviveAI is a performance model business there are no credits offered against a disruption to service.

7. Limitations of Liability

7.1 ReviveAI.co.uk shall not be held liable for:

  • Issues arising from third-party integrations or software.
  • Failures due to Customer’s non-compliance with outlined responsibilities.
  • Force Majeure events, including natural disasters, cyberattacks, or other events beyond the Service Provider’s control.

8. Term and Termination

8.1 This SLA remains effective for the duration of the Customer’s subscription to the Services.
8.2 Either party may terminate this SLA with 30 days’ written notice.
8.3 ReviveAI.co.uk reserves the right to terminate Services in case of non-payment or breach of terms by the Customer.

9. Modifications

9.1 ReviveAI.co.uk reserves the right to modify this SLA with 30 days’ notice.

10. Governing Law

10.1 This SLA shall be governed by the laws of England & Wales

Acknowledgment
By using the Services, the Customer acknowledges and agrees to the terms outlined in this SLA.

Updated 3 months ago