> For the complete documentation index, see [llms.txt](https://policies.gospace.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://policies.gospace.com/service-level.md).

# 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.