# Service Level ## **1. Introduction** This Service Level Agreement (SLA) is governed by our [Terms and Conditions](/terms-and-conditions.md) 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://policies.gospace.com/service-level.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.