This Service Level Agreement (SLA) Policy describes the level of service to be provided in the availability of the AI Services purchased under the Customer’s Order Form and Klarissa.AI’s technical support service parameters.
1. Availability.
Klarissa.AI will make the AI Services available 24 hours a day, 7 days a week, and use commercially reasonable efforts to provide at least 97% availability each calendar quarter, except for the exclusions listed below.
The forgoing availability metric shall not apply to unavailability caused by the following
- Force majeure events as described in the terms of the Master Services Agreement;
- Failure or delay of Customer’s or its customers’ telephone system or internet connection, misconfiguration by Customer or any third party acting on Customer’s behalf, or issues with Customer’s or its customers’ network or equipment;
- A third-party API’s, computer hardware, software, or network infrastructure not within the sole control of Klarissa.AI;
- Overall Internet congestion, slowdown, or unavailability;
- Unavailability of generic Internet services (e.g., DNS servers) due to virus or hacker attacks; or
- Emergency maintenance and scheduled downtime for updates, patches, maintenance, etc. to the AI Services. Klarissa.AI will use commercially reasonable efforts to schedule downtime for maintenance between Tuesday 8:00 PM to Wednesday 6:00 AM (Central Time) and to provide Customer at least 48-hour notice of scheduled downtime.
2. Support Services.
During the term of this Agreement, Klarissa.AI will provide second-tier support to Customer:
Technical support to Customer for troubleshooting daily usage issues and resolving errors and issues with the AI Services.
Technical support will be available to Customer from 9:00 AM to 5:00 PM Central Time, Monday through Friday excluding holidays (each a “Business Day”) through:
– Email support at support@klarissa.ai
– Telephone support hotline at (952) 209-6789
– Online ticket system at https://klarissa.ai/support
Klarissa.AI will use commercially reasonable efforts to respond to Customer’s support requests at the following service levels:
Severity 1. “Critical Problem” means a technical problem that renders the AI Services completely unusable by Customer or unable to perform a critical user function. Klarissa.AI will respond to a support request for a Critical Problem within four (4) hours, if reported during a Business Day. If reported outside a Business Day, then within four (4) hours of start of the next Business Day. For Critical Problems, Klarissa.AI will provide Customer support on a continuous basis during Business Days until such Critical Problem is fixed.
Severity 2. “Serious Problem” means a technical problem that substantially impairs operation of the AI Services, but does not render the AI Services completely unusable by Customer or unable to perform a critical user function. Klarissa.AI will respond to a support request for a Serious Problem during the next Business Day. For Serious Problems, Klarissa.AI will provide Customer support on a priority, but not necessarily continuous, basis during Business Days until the AI Services’ operation is no longer impaired.
Severity 3. “Moderate Problem” means a technical problem that impairs operation of the AI Services to a lesser degree than a Serious Problem, but does not render the AI Services completely unusable by Customer or unable to perform a critical user function. Klarissa.AI will respond to a support request for a Moderate Problem within three (3) Business Days. For Moderate Problems, Klarissa.AI will provide Customer support on a priority, but not necessarily continuous, basis during Business Days until the AI Services’ operation is no longer impaired.
Severity 4. “Minor Problem” means a technical problem that does not impair the AI Services’ operation, but is a non-conforming behavior that can be avoided or ignored. Klarissa.AI will acknowledge receipt of a support request for a Minor Problem within three (3) Business Days. Minor Problems will be addressed during Business Days, in a manner and within a time frame as determined by Klarissa.AI and Customer.
3. Cooperation. Customer will cooperate and work closely with Klarissa.AI to conduct diagnostic or troubleshooting activities and reproduce errors and issues, as reasonably requested an appropriate.
4. Designated Contact. Customer must designate a primary contact, and at least one backup in the primary’s absence, to act as a primary liaison between Customer and the Klarissa.AI support. Such contact must be knowledgeable about the AI Services and will participate in troubleshooting support cases.
Last updated March 4, 2025
4923-5643-4464, v. 1