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Service Level Agreement (SLA)

Last Updated: October 30, 2024

Introduction

This Service Level Agreement ("SLA") outlines the service level commitments made by Pairenthesis ("we," "us," or "our") to you ("Customer" or "you") regarding the availability and performance of our AI-native, no-code data insights platform (the "Service").

By using our Service, you agree to the terms of this SLA.

Service Availability

We commit to making the Service available 99.9% of the time in any given calendar month, excluding scheduled maintenance and exclusions (as defined below).

Service Availability Percentage = ((Total Minutes in a Month - Downtime Minutes) / Total Minutes in a Month) * 100

Service Credits

If we fail to meet the Service Availability commitment, you may be eligible for a Service Credit as follows:

  • Availability Below 99.9% but Above 99.0%: 5% credit of the monthly fee.
  • Availability Below 99.0% but Above 95.0%: 10% credit of the monthly fee.
  • Availability Below 95.0%: 25% credit of the monthly fee.

Requesting Service Credits

  • You must request Service Credits by contacting us at support@pairenthesis.com within 30 days of the end of the month in which the Service Availability was not met.
  • Service Credits will be applied to future invoices.

Maintenance and Scheduled Downtime

  • Scheduled Maintenance: We perform maintenance during off-peak hours and will notify you at least 48 hours in advance.
  • Emergency Maintenance: In urgent situations, we may perform maintenance without prior notice to ensure the security and integrity of the Service.

Support Services

  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM [Insert Time Zone], excluding holidays.
  • Support Channels: Email support at support@pairenthesis.com and live chat through the Service.
  • Response Times:
    • Critical Issues (Service unavailable): Response within 1 hour.
    • Major Issues (Significant functionality impaired): Response within 4 hours.
    • Minor Issues (General inquiries or minor issues): Response within 1 business day.

Incident Management

  • Reporting Incidents: Report incidents through our support channels with detailed information.
  • Resolution Process: We will work diligently to resolve incidents in a timely manner, keeping you informed throughout the process.

Exclusions

Service Availability calculations exclude downtime resulting from:

  • Force Majeure Events: Natural disasters, wars, acts of terrorism, government actions, etc.
  • Customer Actions: Misuse of the Service, violations of the Acceptable Use Policy, or issues caused by the Customer's systems or networks.
  • Third-Party Services: Downtime of third-party services not provided by us.
  • Scheduled Maintenance: Downtime during announced maintenance windows.

Service Monitoring and Reporting

We continuously monitor the Service to ensure performance and availability. Monthly uptime reports are available upon request.

Customer Responsibilities

  • System Requirements: Ensure that your systems meet the necessary requirements to access the Service.
  • Timely Reporting: Report issues promptly to enable swift resolution.
  • Compliance: Adhere to the Terms of Service and Acceptable Use Policy.

Miscellaneous

  • Exclusive Remedy: Service Credits are your sole and exclusive remedy for any failure to meet the Service Availability commitment.
  • Modifications: We may update this SLA from time to time, with notice provided to you.

Contact Information

For support and service inquiries: