Service Level Agreement

01 Scope

This SLA describes the availability we aim for and how we provide support, for customers on a paid subscription. It does not apply to trials, free use, or beta or preview features, which are provided "as is". If your enterprise Order sets different service levels, those prevail for you.

02 Definitions

• "Available" means the Service is materially operable and accessible for its intended use.
• "Downtime" means a period during which the Service is not Available, excluding the periods described in Section 4.
• "Monthly Uptime Percentage" means total minutes in a calendar month, minus Downtime minutes in that month, divided by total minutes, expressed as a percentage.
• "Scheduled Maintenance" means maintenance we notify in advance. "Emergency Maintenance" means urgent maintenance to protect the security or integrity of the Service.

03 Availability target

We aim to make the Service Available with a Monthly Uptime Percentage of at least 99.5%, measured at the level of the Service as a whole, using our own monitoring, over each calendar month.

This is a good-faith operational target that we pursue using commercially reasonable efforts. It is not backed by service credits or other financial remedies. Your remedies in connection with the Service are those set out in the Terms of Service.

04 What does not count as downtime

The following do not count as Downtime when we measure availability against the target:

• Scheduled Maintenance and Emergency Maintenance;
• factors outside our reasonable control, including force majeure events and failures of the public internet or your connectivity;
• issues caused by your systems, configurations, instructions, or your acts or omissions, or those of your users;
• failures or degradation of third-party services, integrations or foundation-model providers that we do not control;
• suspension or limitation of the Service in line with the Terms of Service or the Acceptable Use Policy, for example for non-payment or a security risk; and
• beta or preview features.

05 Maintenance

We may carry out Scheduled Maintenance, and will give you at least 48 hours' notice and aim to schedule it outside typical business hours where practical. We may carry out Emergency Maintenance at any time where needed to protect the security, integrity or performance of the Service, and will let you know as soon as we reasonably can.

06 Support

We provide support through the channels we publish on the Website or set out in your Order. You can reach us at support@outcome1.ai. We aim to respond to and work through issues as promptly as we reasonably can, giving priority to issues that affect the availability or security of the Service.

We do not commit to specific support response times under this SLA. Where you need defined response times, extended hours or a dedicated channel, these can be agreed in an enterprise Order.

07 Changes

We may update this SLA from time to time. When we do, we will post the updated version with a new "last updated" date, take reasonable steps to notify you of material changes, and will not reduce the availability target during a paid term you have already committed to, except as your Order allows.