FluidFit AI services & API support commitment
This Service Level Agreement ("SLA") for FluidFit AI services & API ("Platform") sets forth the support service levels. This SLA may be updated from time to time. Material changes will be communicated to existing customers with a 30-day notice period.
Support for Platform is available 24/7 for all Severity 1 Issues via email at support@fluidfit.ai. For all other issues and questions, our Help Desk (via email) is available from 6 A.M. ET to 8 P.M. ET Monday through Friday (except United States national holidays).
| Term | Definition |
|---|---|
| Excused Downtime | The total number of minutes in the applicable month that the Services are unavailable due to downtime authorized by the customer. |
| Impact | The size of the group affected by the change from normal service level in terms of the number of users or business processes affected. |
| Issue | A specific matter or concern identified and logged by FluidFit's support team in response to a Support Request. |
| Required Monthly Availability | The total number of minutes in the applicable month, minus the Excused Downtime, and the Scheduled Downtime. |
| Resolution Assessment | The amount of time it takes FluidFit to provide an initial assessment of the Support Request, including its potential cause, impact, and solution, and then to communicate a clear action plan which includes Customer options or planned next steps. It's important to note that Resolution Assessment Time does not necessarily mean the issue has been completely resolved. Rather, it indicates that we have thoroughly assessed the request and provided a clear path forward. system issues will be prioritized according to FluidFit's bug management process. |
| Response | The amount of time it takes us to acknowledge notification of a Support Request. |
| Scheduled Downtime | The total number of minutes in any given month that the Services are unavailable due to scheduled maintenance and repair. |
| Support Request | Customer communication to FluidFit via an email addressed to support@fluidfit.ai; of an unscheduled or unanticipated occurrence that adversely affects the delivery of the Platform. |
We will provide the maintenance and support services set forth as part of the selected Subscription Package. All Support is provided in the English language.
Our FluidFit Help Desk is available (via email) from 6 A.M. ET to 8 P.M. ET Monday through Friday (except United States national holidays).
For Severity Level 1 Issues (as defined in Paragraph 4.1), we are available 24 hours per day 7 days a week.
Registered users may create a Support Request by:
Response and Resolution Assessment times do not apply to communications directly with an account manager, technical contact, as these are outside of the Support workflow. Communication to senior FluidFit management is considered part of Resolution Assessment times.
When submitting a Support Request, select the severity that best aligns with the incident. Upon engagement, FluidFit will evaluate the Support Request and may use discretion to reclassify it to the appropriate level according to these criteria:
A primary service is down and not usable (e.g. Platform or API is not operating; all pages are not loading or are displaying an error message).
A primary service is severely impacted for a large number of users, or is available but with substantial limitations and/or frequent disruptions, causing serious business impacts (e.g. sessions are timing out for a substantial number of users, all Model Operation attempts fail).
A core feature of the Services (e.g. API service, AI model operations) has significant disruption and is not usable, an established integration has stopped working. No commercially reasonable workaround exists.
Some features are receiving intermittent errors, or cannot use the Services in possibly obscure ways (e.g. slowly or partially loading pages or model operations). A reasonable workaround exists.
We commit to the following:
| FluidFit Platform & API | Response | Resolution Assessment |
|---|---|---|
| Severity 1 | 1 hr | 12 hrs |
| Severity 2 | 4 hrs | 3 business days |
| Severity 3 | 1 business day | 5 business days |
| Severity 4 | 4 business days | Resolution not guaranteed |
We will use commercially reasonable efforts to ensure the Services are available (i.e., accessible and usable) at the Required Monthly Availability. If we fail to meet the Required Monthly Availability, we will issue a service credit equal to the applicable credit % for each support package as outlined in the table below, multiplied by the prorated monthly subscription cost related to the impacted service. The credit can be applied to the next subscription services invoice.
| Availability | Service Percentage Credit |
|---|---|
| 99.00% - 100.00% | 0% |
| 97.00% - 98.99% | 5% |
| 94.00% - 96.00% | 10% |
| 85.00% - 93.99% | 35% |
| Less than 85.00% | 50% |
Updates and other routine maintenance will be conducted between 10:00 p.m. and 5:00 a.m. ET on weekdays, weekends and/or holidays. FluidFit may change planned maintenance windows and will notify customers of any such changes that affect previously notified plans, provided such maintenance is done during low-volume times. FluidFit will use commercially reasonable efforts to provide Customers with at least 48 hours' prior notice if Scheduled Maintenance downtime will occur at such other time.
Downtime that occurs from FluidFit 3rd party technology vendors and/or Generative AI API providers outage that in turns renders that particular operation unavailable for a period of time. Generative AI models hosted by FluidFit do not apply to this exception.
Neither party is responsible nor liable for any delays or failures in performance from any cause beyond its control, including, but not limited to acts of God, embargoes, war, terrorist acts, riots, fires, earthquakes, floods, power blackouts, strikes, weather conditions, pandemic, epidemic, or other widespread health emergency, or acts of hackers, internet service providers or any other third party ("Force Majeure Event"). Any delay in performance (other than for the payment of amounts due; provided, such non-payment does not exceed 30 days) caused by a Force Majeure Event is not a breach of the Master Services Agreement. If the Force Majeure Event renders the Subscription Services completely unavailable for more than 15 consecutive days, either party may terminate the Agreement upon written notice to the other party (in which case Customer will receive a refund of prepaid fees starting from the beginning of the period of unavailability due to such conditions). For the avoidance of doubt, Customer is not obligated to pay FluidFit during the period when a Force Majeure Event renders the Services unavailable for more than 3 business days.