Documents
Service Level Agreement
Gravity Field Platform
1. General Provisions.
- 1.1 This Service Level Agreement for the Gravity Field Platform, hereinafter referred to as "Agreement" and "Platform" respectively, defines the level of service of the Platform and is an integral part of the agreement for the use of the Platform concluded by the person hereinafter referred to as "User" with Gravity Field - FZCO (License number 32348), hereinafter referred to as "Gravity Field", retaining all right, title and interest, including without limitation any and all Intellectual property rights in and to the Platform.
- 1.2 A prerequisite for Gravity Field to provide guarantees regarding the level of service of the Platform is that the User receives reimbursable service on the basis of the agreement concluded with Gravity Field, complies with the terms and conditions of the agreement/contract concluded with Gravity Field, accepts and complies with the Terms of Use of the Platform (https://gravityfield.ai/terms/) and the Privacy Policy (https://gravityfield.ai/privacy-policy/).
- Reimbursable service means reimbursable maintenance and reimbursable support in connection with the aspects of the service (script and related protocols provided to the User) and access to the administrator console, services, Platform, hereinafter referred to individually as the "Service" and "Administration Panel", and collectively referred to as the "Software".
- 1.3 The purpose of the Agreement is to establish working definitions and guidelines under which the User is entitled to reimbursable service from Gravity Field.
- 1.4 Definition of Terms.
-
Term
Definition of term
Term
Error
Definition of term
A reproducible failure of the applicable Software to perform functions in accordance with the technical specifications provided by Gravity Field, under conditions of normal use of the Software. The term includes critical, high and low priority errors
Term
Critical Error
Definition of term
An unrecoverable error that affects the use of the Service, such as a failure, freeze, data transmission risk, corruption or loss, security vulnerability, actual or potential impact, or severe degradation, and has a critical impact on User's business.
Term
Criticality 1 Error
Definition of term
An error that interferes with or disables the basic use of the Service, such as a crash, freeze, data transmission risk, corruption or loss, which may have an unavoidable impact or risk to the business.
Term
Criticality 2 Error
Definition of term
An error that causes a risk or loss of functionality, or a deviation from documented functionality that could affect functionality, usability, reliability, or efficiency.
Term
Criticality 3 Error
Definition of term
An error or loss of minor functionality or deviation from specification that does not affect the operation of the Service or Administration Panel.
Term
Normal working hours
Definition of term
Shall be determined according to the geographical location of the User on a case-by-case basis, except as generally applicable in Gravity Field's business.
Term
Working Days
Definition of term
Days that are not recognized in accordance with the legislation of the United Arab Emirates as days off and (or) non-working holidays
2. Service Standards.
- 2.1 Gravity Field guarantees that the User's level of service will substantially correspond to the generally accepted professional level of similar service.
- 2.2 Gravity Field will, upon receipt of a User's request, provide an up-to-date status of the processing of the request and will be prepared to provide a detailed response for further information regarding the service being provided. The User is obliged to engage constructively with Gravity Field in order to comply with Gravity Field's service standards.
- 2.3 If the User discovers an error while using the Platform or needs support and advice on the Platform, the User shall notify Gravity Field by sending a message (request) to support@gravityfield.ai. A request sent by e-mail shall be deemed received by Gravity Field upon receipt by the User from Gravity Field of a confirmation of receipt of the request by e-mail. Gravity Field appoints an employee to solve the User's problems and sends the User a response within the time limits specified in clause 2.4 of the Agreement.
- 2.4 Response Timeframe:
-
Criticality of an error in the operation of the Platform
Description of the criticality of the error
Time to confirm the error Gravity Field
Time to respond to the User's request
Time to correct the error/p>
Criticality of an error in the operation of the Platform
Critical Error
Description of the criticality of the error
An unrecoverable error that affects the use of the Service, such as a crash, freeze, data transmission risk, corruption or loss, security vulnerability, actual or potential impact, or severe degradation, and has a critical impact on the User's business.
Time to confirm the error Gravity Field
Within 60 minutes.
Time to respond to the User's request
Within 120 minutes.
Time to correct the error/p>
Within 24 hours
Criticality of an error in the operation of the Platform
Criticality 1 Error
Description of the criticality of the error
An error that interferes with or disables the primary use of the Service, such as a crash, freeze, data transmission risk, corruption, or loss that may have an unavoidable impact or risk to the business.
Time to confirm the error Gravity Field
Within 60 minutes
Time to respond to the User's request
Within 24 hours
Time to correct the error/p>
Within 3 business days
Criticality of an error in the operation of the Platform
Criticality 2 error
Description of the criticality of the error
An error that causes a risk or loss of functionality, or a deviation from documented functionality that may affect functionality, usability, reliability, or efficiency.
Time to confirm the error Gravity Field
Within 4 hours
Time to respond to the User's request
Within 48 hours
Time to correct the error/p>
Within 5 business days
Criticality of an error in the operation of the Platform
Criticality 3 error
Description of the criticality of the error
An error or loss of minor functionality or specification deviation that does not affect the operation of the Service or Administration Panel.
Time to confirm the error Gravity Field
Within 8 hours
Time to respond to the User's request
Within 72 hours
Time to correct the error/p>
Within 7 business days
- 2.5 The User shall appoint in writing no more than 2 (two) representatives of the User's technical personnel who are trained in the use of the Platform software and are familiar with the technical side of Gravity Field resources operation, hereinafter referred to as "Contact Persons". The Contact Persons are authorized by the User to notify Gravity Field of errors and provide Gravity Field with any necessary assistance. The User shall immediately notify Gravity Field in writing of any change of Contact Persons. All errors shall be brought to Gravity Field's attention by the Contact Persons in the manner provided for in this Agreement.
- 2.6 Service shall not be deemed to be in downtime and/or inactivity if the cause of the lack of service was, in whole or in substantial part, any of the following:
- 2.6.1 Force Majeure Circumstances.
- 2.6.2 Downtime and/or inactivity on the part of the User.
- 2.6.3. Downtime and/or inactivity as a result of decisions/actions of governmental authorities.
- 2.6.4. Downtime and/or inactivity as a result of changes made by the User to the source code associated with and/or interacting with the Software or use of the source code not in accordance with the applicable Gravity Field instructions.
- 2.6.5 Making changes to the Software made in the absence of Gravity Field's prior written consent.
- 2.6.6 Misuse of the Software by the User/third party authorized by the User.
- 2.7 If correction/analysis of an error by Gravity Field depends on the User obtaining additional information, files, accesses or actions from the User, the time periods specified in cl. 2.4 of the Agreement shall be suspended until such information/file/access/actions become available to Gravity Field.
- 2.8 In the event that overtime work beyond normal working hours is required to correct claimed errors, Gravity Field shall provide the necessary additional hours at its own expense.
3. Services.
- 3.1 Gravity Field will use all commercially reasonable efforts to achieve a Services availability level of at least 99.9% and an Administration Panel availability level of at least 98%.
- 3.2 If the Service/Administration Dashboard availability level, as measured in accordance with cl. 2.6, 2.7, 3.1. of the Agreement, falls below the threshold or range in respect of payments due in the month in which the error occurs, the following discounts shall apply:
-
Error
Discount
Error
Monthly availability rate of 99.9% or higher
Discount
No discount
Error
Monthly availability level 99.0-99.9% (exclusive)
Discount
5%
Error
Monthly availability level 98.0%-99.0% (exclusive)
Discount
10%
Error
Monthly availability 97.0%-98.0% (exclusive)
Discount
20%
Error
Monthly availability less than 97.0%
Discount
30%
- 3.3 If the availability level of the Administrative Panel, as measured in accordance with cl. 2.6, 2.7, 3.1. of the Agreement, falls below the threshold or range for payments due in the month in which the error occurs, the following discounts shall apply:
-
Error
Discount
Error
УAvailability rate per month 99.9% and above
Discount
No discount
Error
Availability level per month 98.0%-99.0% (exclusive)
Discount
5%
Error
Monthly availability rate 97.0%-98.0% (exclusive)
Discount
10%
Error
Monthly availability level 96,0%-97,0% (exclusive)
Discount
20%
Error
Monthly availability less than 96.0%
Discount
30%
4. Maintenance and Updates.
- 4.1 For the duration of User's maintenance based on the agreement entered into with Gravity Field, Gravity Field shall provide User with all patches, updates, releases and new versions of the Software, as well as other publicly available technical materials in accordance with the agreement and the Agreement.