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	Description	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.