GC AI Support and Service Level Agreement
This Support and Service Level Agreement (SLA) sets forth the support service policy and service level agreement for the provision of the GC AI Platform to Customer. Capitalized terms not defined herein shall have the meaning provided in the Agreement.
1. Support Services
GC AI will provide support services during business hours (9 AM - 5 PM PT, Monday through Friday), as further detailed in Section 2. Customer must cooperate with GC AI to facilitate the provision of support services, including prompt notification of issues and provision of information as reasonably required by GC AI.
2. Error Severity Levels and Target Response Times
| Severity Level | Response Time Targets |
|---|---|
| Critical Error: an error that significantly impacts the delivery or quality of the Platform | 4 business hours |
| Non-Critical Error: an error that has a moderate impact on the Platform but does not prevent their fundamental operation | 1 business day |
3. Monthly Uptime Percentage
GC AI will use commercially reasonable efforts to ensure a Monthly Uptime Percentage of at least 99.5%. If GC AI's service availability falls below this threshold, service credits may be issued according to the terms below.
4. Service Credits
Monthly Uptime Percentage below 99.5% but above 99.0%: 5% of monthly fees credited.
Monthly Uptime Percentage below 99.0%: 10% of monthly fees credited.
The credits described in this section are Customer’s sole and exclusive remedy for any failure of GC AI to meet the Monthly Uptime Percentage.
5. Exclusions
This SLA does not apply to any service interruptions caused by “Exclusions”:
Force majeure events beyond GC AI's reasonable control.
Customer's equipment or third-party services or products.
Services, hardware, or software provided by a third party over which we do not have direct control.
Customer's failure to follow any guidance provided by GC AI in using the Service.
6. Definitions
“Downtime” means, in a given calendar month, the number of minutes during which the GC AI Service is not available for access by Customer or is otherwise unable or unavailable to provide the GC AI Service. Downtime does not include Exclusions or scheduled downtime.
“Monthly Uptime Percentage” is the total number of minutes in a month minus the number of minutes of Downtime, divided by the total number of minutes in the month.
“Service Credit” is a credit issued to Customer's account, calculated as a percentage of the monthly fees paid by Customer.
