Service Level Agreement (SLA)

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms and Conditions or other written agreement ("Agreement") between Ectoprocta Technologies Limited ("Bryozoan", "we", "our") and the Customer ("you", "your"). This SLA sets forth Bryozoan's commitments regarding the availability and support of the Bryozoan AI Services ("Services").

1. Definitions

• Uptime: The percentage of time in a calendar month that the Services are available for use, excluding Excluded Downtime.
• Excluded Downtime: Periods when the Services are unavailable due to: • Scheduled maintenance with at least 48 hours' prior notice. • Emergency maintenance (for security or critical fixes). • Downtime caused by factors outside Bryozoan's reasonable control (e.g. force majeure events, third-party failures, internet connectivity issues). • Misuse, unauthorised use, or breaches of the Agreement by the Customer.

2. Service Availability

• Bryozoan will use commercially reasonable efforts to ensure that the Services are available with 99.9% uptime per calendar month, excluding Excluded Downtime.
• Uptime is measured across our cloud infrastructure and does not guarantee uninterrupted access for all individual users due to external internet conditions.

3. Support Commitments

Bryozoan provides the following support:

• Support Hours: Standard support is available [Monday–Friday, 9:00–18:00 GMT+1].
• Support Channels: Email and support ticket system.
• Response Times: • Critical issues (service unavailable): Response within 24 business hours. • High priority (major functionality impaired): Response within 48 business hours. • Normal priority (minor issues or questions): Response within 5 business day.

4. Exclusions

This SLA does not apply to:

• Beta features or trial services.
• Issues caused by third-party applications, integrations, or services not controlled by Bryozoan.
• Downtime resulting from Customer's breach of the Agreement or misuse of the Services.

5. Updates and Changes

Bryozoan may update this SLA from time to time to reflect improvements in our Services or changes in operating practices. Updated versions will be posted on our website with a new "Last updated" date.

6. Governing Law and Jurisdiction

This SLA, and any dispute or claim arising out of or in connection with it, shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

7. Contact Us

If you have questions about this SLA, please contact: Ectoprocta Technologies Limited