Introduction
Welcome to our Service Level Agreement (SLA) page. This SLA defines the service standards, performance expectations, and responsibilities for using our AI services and APIs. By using our services, you agree to abide by the terms outlined here. This SLA is designed to ensure a smooth and reliable experience for all users.
Scope of Services
This SLA applies to the following:
- AI Development Services: Custom AI solutions tailored to your business needs.
- RESTful APIs: Access to a wide range of AI-powered functionalities.
Exclusions:
This SLA does not cover:
- Third-party integrations not managed by us.
- Issues caused by user misconfiguration or misuse.
Performance Metrics
We are committed to delivering reliable and high-quality services with the following standards:
- API Uptime Guarantee: 99.9% uptime, ensuring minimal disruptions.
- Response Time for Support Requests:
- Critical Issues: Within 4 hours.
- Non-Critical Issues: Within 24 hours.
- Error Resolution Time:
- Simple issues: Resolved within 1 business day.
- Complex issues: Resolved within 3-5 business days, depending on severity.
Responsibilities
Our Responsibilities:
- Maintain service availability as outlined above.
- Provide timely notifications of scheduled maintenance or updates.
- Respond promptly to support requests.
Your Responsibilities:
- Ensure your account has sufficient balance for uninterrupted API usage.
- Keep your API tokens secure and avoid sharing them with unauthorized parties.
- Use our services and APIs ethically and in compliance with our AI Ethics Policy and Terms and Conditions.
- Promptly report any issues or concerns through the designated support channels.
Support and Maintenance
We aim to provide seamless service while keeping you informed about any necessary updates.
- Support Hours:
- Standard Support: Monday to Friday, 9:00 AM – 6:00 PM (Your Time Zone).
- Critical Issue Support: 24/7 availability.
- Scheduled Maintenance:
- Scheduled downtime will be communicated at least 48 hours in advance.
- We strive to minimize disruptions during maintenance.
Penalties and Remedies
For API Services:
If the uptime falls below 99.9% in a given billing cycle, users may receive service credits proportional to the downtime experienced.
For AI Development Services:
In case of delays caused solely by us:
- Deadlines will be adjusted to compensate for the delay.
- Remedies may include additional support or free consultation sessions.
Note: Service credits or remedies will not be provided for issues caused by force majeure events, user misconfigurations, or violations of our policies.
Limitations of Liability
This SLA does not cover:
- Outages or issues caused by force majeure events (e.g., natural disasters, cyberattacks).
- Downtime resulting from user misconfiguration, misuse, or third-party integrations.
- Delays or issues caused by insufficient user input or feedback during project development.
Modification and Termination
We reserve the right to update this SLA as needed to reflect changes in our services or operations. Any updates will be communicated through email or platform notifications. Continued use of our services implies acceptance of the updated SLA.
Agreement Acceptance
By using our AI services or APIs, you acknowledge and agree to the terms and conditions outlined in this SLA. If you have any concerns, please reach out to us before continuing to use the services.
Contact for SLA Queries
If you have questions about this SLA or need further clarification, please contact our support team:
- Email: [email protected]
- Phone: +91 869 9363 865
- Live Chat: Available during support hours.