Service Level Agreement

This Service Level Agreement ("SLA") is a commitment by AUTOMATIONS LIMITED AI ("Provider") to meet certain service performance and availability standards for users of our SMS marketing sender application ("Service"). This SLA forms part of our Terms of Service.

1. Service Availability

We aim to ensure that the Service is available 99.9% of the time in any given calendar month, excluding scheduled maintenance, emergency maintenance, and any downtime caused by circumstances beyond our reasonable control.

2. Scheduled Maintenance

Scheduled maintenance may be required to maintain the performance and security of the Service. We will notify you at least 48 hours in advance of any scheduled maintenance that may impact service availability. Scheduled maintenance will typically occur during off-peak hours to minimize disruption.

3. Emergency Maintenance

In rare cases, emergency maintenance may be necessary to address critical issues. We will make reasonable efforts to notify you in advance; however, we cannot guarantee prior notice in all instances.

4. Support Response Times

We provide support for the Service through the following channels: [Support Email], [Support Phone Number], and [Support Portal]. Our support team will respond to your inquiries based on the severity of the issue:

• Critical Issues: Response within 1 hour. These include complete service outages or major service disruptions.
• High Priority Issues: Response within 4 hours. These include significant service impairments affecting multiple users.
• Medium Priority Issues: Response within 1 business day. These include minor service issues or user questions.
• Low Priority Issues: Response within 2 business days. These include general inquiries or feature requests.

5. Service Credits

If we fail to meet the service availability target of 99.9% in any given calendar month, you may be eligible for a service credit. The amount of the service credit will be calculated as a percentage of the monthly subscription fee for the affected month:

• Availability Below 99.9%: 5% credit
• Availability Below 99.5%: 10% credit
• Availability Below 99.0%: 20% credit

To request a service credit, you must contact us within 30 days of the end of the affected month. Service credits will be applied to your next billing cycle. Service credits are not redeemable for cash and are the sole remedy for service availability issues.

6. Exclusions

This SLA does not apply to any performance or availability issues:

• Caused by factors outside of our reasonable control, including force majeure events.
• Resulting from your equipment, software, or other technology.
• Arising from your use of the Service in a manner inconsistent with our Terms of Service.
• Caused by third-party services, including third-party integrations or APIs.

7. Changes to This SLA

We may update this SLA from time to time. We will notify you of any changes by posting the new SLA on our website. Your continued use of the Service after any such changes constitutes your acceptance of the new SLA.

8. Contact Us

If you have any questions about this SLA, please contact us at [email protected].