Service Level Agreement
Language Translation
This Service Level Agreement describes the support and maintenance services that Sanas.AI Inc. and its affiliates (“Sanas”) provides for its Language Translation product (the “SLA”), provided to customers of Sanas who have entered into a Master Software and Services Agreement (the “Agreement”) and a valid and executed Order Form. All capitalized terms used herein shall have the meaning set forth in the Agreement, unless otherwise defined herein.
1. Scope
1.1 Dates: Subscription term specified in the executed Order Form
1.2 Products: Language Translation product
2. Responsibilities
2.1 Sanas shall:
- Respond to support requests within a reasonable timeframe. Please contact Support@sanas.ai.
- Take necessary steps to escalate and resolve issues in a timely and appropriate manner.
- Maintain consistent and effective communication with the Customer throughout the engagement.
- Ensure the availability of Software for the Customer as required.
2.2 Customer shall:
- Notify Sanas promptly of any issues with details (i.e. error messages, logs and screenshots).
- Provide Sanas with access to equipment, software, and services for maintenance, updates, troubleshooting and fault prevention.
- Provide effective communication with Sanas and maintain updated contact information for escalation.
- Making a representative available (i) for regular meetings to review the SLA and (ii) to consult with Sanas for resolving service-related incidents or requests.
3. Service Levels
3.1 Service Availability: 99.0% availability (the “Service Availability”)
3.2 Service Support: 18 x 5 x 252 (18 hours, 5 business days, 252 business days a year, 6am - 12 midnight GMT)
3.2.1 Method: email, call or chat support
3.2.2 Service Support is for assistance with issues specific to Software (i.e., a failure of the Service to conform to the written specifications provided by Sanas).
3.2.3 Any support outside the scope of Service Support shall be provided by Sanas on a time and materials basis.
3.2.4 The Service Availability will be measured on a monthly basis, with all hours weighted equally, but the Service Availability measurement will exclude reasonable scheduled downtime for system maintenance as well as any downtime resulting from outages of third-party connections or utilities or other reasons beyond Sanas’ control.
3.3. Response Times
An “Error” means an error in the Services which significantly degrades the Services as compared to Sanas’ published performance specifications. For each Error reported by Customer, Sanas shall (i) assign a priority level to such Error in its discretion in accordance with the table below, and (ii) respond to Customer and provide status updates in accordance with the time periods set forth in the table below.
| Classification | Description | Initial Response Time |
| Priority 1 | Service outage where the Services are completely unavailable; or data security breach or hack (whether actual or suspected) or attempted data security breach | 48 business hours (US) |
| Priority 2 | A major functionality of the Services is unusable and results in limited functionality that affects a large number of users, but does not completely halt business operations. | 3 business days (US) |
| Priority 3 | Issues that cause moderate impact on service functionality, affecting a smaller group of users or non-critical components of the service. Service remains largely operational with some degraded performance or minor inconveniences for users. | 5 business days (US) |
| Priority 4 | General inquiries or cosmetic concerns that have little to no effect on business operations. | 7 business days (US) |
Business hours follow our Service Support schedule of 18 x 5 x 252 (18 hours, 5 business days, 252 business days a year, 6am -12 midnight GMT).
4. Exclusions
4.1 This SLA does not apply to:
- Any equipment, software, services, third party or otherwise, not explicitly listed in a valid Order Form.
- Software, equipment, or services not procured via and managed by Sanas.
4.2 Additionally, this SLA does not apply when:
- Issues arise from using equipment, software, or services in a manner contrary to recommendations.
- Unauthorized changes are made to the configuration or setup of affected equipment, software, or services.
- Customer hinders Sanas from performing necessary maintenance and update tasks.
- Issues are caused by unsupported devices, equipment, software, or other services.
- Circumstances are beyond Sanas' control, due to floods, war, acts of God, civil unrest, and similar events.
4.3 The SLA is not applicable if the Customer is in breach of its contract with Sanas for any reason, including late payment of fees, improper use, or violation of the Agreement.
4.4 Security Vulnerability Updates:
4.4.1 Sanas is committed to addressing security vulnerabilities promptly and efficiently.
4.4.2 If Sanas identifies a security vulnerability in Software under its control, Sanas will make reasonable efforts to provide Customer with security updates and patches to mitigate such vulnerabilities (“Updates”).
4.4.3 Customer shall promptly implement Updates to maintain the security and integrity of Software.
4.4.4 If the Customer disagrees with or refuses to implement Updates, Sanas reserves the right to cease further support for the Software if that failure to implement poses a potential risk to the security of Software. In such an instance, Customer acknowledges and agrees that Sanas shall not be held responsible for any damages, losses, or liabilities that may arise, whether they be security breaches or other adverse consequences.
- End of Document -