Service Level

1. Introduction

This Service Level Agreement (SLA) is governed by our Terms and Conditions and the applicable Order Form.

2. Service levels

Severity level
Target response
Target resolution
1: Critical
Core functionality not available for multiple users
Within 30 minutes
Workaround 60 mins, resolve 4 hours
2: Significant
Single user issue or functionality impaired
4 hours
Workaround 4 hours, resolve 1 day
3: Minor
Minor issue that can be worked around
Within 24 hours
Workaround 24 hours, resolve 7 days
4: Low
Minor issue that can be avoided
Within 24 hours
Workaround 48 hours, resolve 30 days
Note: gospace AI will delay target response times by up to 24 hours from 23 December to 2 January.

3. Uptime

gospace AI will use commercially reasonable efforts to make gospace AI Services available at least 99.9% during any calendar month. Downtime is the overall number of minutes gospace AI was unavailable during any calendar month, and excludes the following:
  • Slowness or other performance issues with individual features (evolving, analytics etc)
  • Issues that are related to external apps or third parties
  • Any products or features identified as pilot, alpha, beta or similar
  • External network or equipment problems outside of our reasonable control
  • Scheduled downtime for maintenance

4. Responses and responsibilities

The Customer’s responsibilities:
  • The Customer should provide all necessary information and assistance related to service performance that allows gospace AI to meet the above performance standards.
  • The Customer shall inform gospace AI regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
gospace AI’s responsibilities:
  • Gospace AI will act as primary support provider of the services herein identified except when third-party service providers are employed who shall assume appropriate service support responsibilities accordingly.
  • Gospace AI will inform the Customer regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
Last modified 1mo ago