Service Level Agreement

Service Level Agreement

This Service Level Agreement (“SLA”) is entered into on 15 August 2023 between [Customer] (“Client”) and One Lynk Education LTD (AI4CHAT) (“Service Provider”).

1. Support Availability

Service Provider shall provide technical support by email and customer support portal during regular business hours, defined as 9am to 5pm GMT/BST Time, Monday through Friday, excluding holidays. No technical support will be available by telephone.

a) Support requests received outside of business hours will be handled on the next business day.

b) Email support is monitored during business hours only. Emails received outside of business hours will be collected but may not be acted upon until the next business day.

2. Technical Support

Service Provider offers two levels of technical support based on whether the bot is in development/testing or production use.

• Development Support: For issues experienced while creating, modifying, testing or deploying a bot not in production use. Response via email or portal within 5 business days. Resolution time depends on nature of issue.
• Production Support: For issues impacting the availability or usage of a deployed production bot. Response via email or portal within 3 business days. Resolution time depends on nature of issue.

Service Provider will make reasonable efforts to respond within the times above but response times are not guaranteed. Resolution times depend on the nature of the issue and cannot be guaranteed.

3. Service Availability

Service Provider commits to provide the services with 99.8% uptime measured monthly.

4. Excused Downtime

Service Provider shall not be liable for any failure to meet SLAs caused by:

• Client-initiated changes, requests or configurations
• Unavailability of third party services
• Client violations of the acceptable use policy
• Force majeure events
• Malicious code or cyber attacks
• Scheduled maintenance with 48 hour advance notice
• Emergency maintenance with 60 minute advance notice

5. Escalation Process

If the Client does not feel service levels are being met, the following escalation process can be invoked:

1. Contact Service Provider support team to raise concerns.
2. If issue is not resolved within 5 business days, contact Service Provider management.
3. If still not resolved within 2 additional business days, initiate dispute resolution proceedings per the terms of the service agreement.

6. Term and Termination

This SLA will remain in effect for as long as the applicable service agreement between the parties is in effect. The terms may be updated or amended by mutual written agreement between the parties.