Service Level Agreement
This Service Level Agreement ("SLA") is incorporated into and forms part of the Master Subscription Agreement or Terms of Service (the "Agreement") between Glass Box Solutions, Inc. ("Provider," "we," "us") and the subscribing entity ("Customer," "you"). This SLA describes the service levels, support commitments, and remedies applicable to the Adjudica.AI platform (the "Service").
Provider commits to maintaining 99.9% Monthly Uptime for the Service, measured as follows:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
| Component | Included in Uptime Calculation |
|---|---|
| Core Application (app.adjudica.ai) | Yes |
| API Services | Yes |
| Document Processing Engine | Yes |
| AI Analysis Features | Yes |
| Authentication Services | Yes |
| Scheduled Maintenance | No (excluded) |
| Third-Party Service Outages | No (excluded)* |
*Third-party outages are excluded only when caused by factors outside Provider's reasonable control.
Uptime is measured on a calendar month basis, from 12:00 AM Pacific Time on the first day of the month through 11:59 PM Pacific Time on the last day of the month.
Provider may perform scheduled maintenance during the following windows with minimal notice:
| Maintenance Type | Window | Notice Required |
|---|---|---|
| Standard Maintenance | Sundays 2:00 AM - 6:00 AM PT | 48 hours |
| Security Patches | Any time (critical) | Best efforts |
| Major Updates | Saturdays 10:00 PM - Sundays 6:00 AM PT | 7 days |
Scheduled maintenance performed within announced maintenance windows is excluded from downtime calculations, up to a maximum of 4 hours per month.
If Provider fails to meet the Monthly Uptime commitment, Customer is eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| 90.0% - 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
To receive a service credit:
Service credits do not apply to downtime caused by:
| Channel | Availability | Response Target |
|---|---|---|
| Email (support@adjudica.ai) | 24/7 submission | Per severity level |
| In-App Chat | Business hours | Per severity level |
| Phone (Enterprise only) | Business hours | Immediate |
| Help Center | 24/7 self-service | N/A |
Business Hours: Monday-Friday, 8:00 AM - 6:00 PM Pacific Time, excluding U.S. federal holidays.
| Severity | Definition | Initial Response | Update Frequency |
|---|---|---|---|
| P1 - Critical | Service completely unavailable; no workaround; significant business impact | 1 hour | Every 2 hours |
| P2 - High | Major feature unavailable; limited workaround; moderate business impact | 4 hours | Every 8 hours |
| P3 - Medium | Feature degraded; workaround available; minor business impact | 8 business hours | Every 24 hours |
| P4 - Low | Minor issue; cosmetic; feature request | 2 business days | As needed |
P1 - Critical:
P2 - High:
P3 - Medium:
P4 - Low:
| Severity | Target Resolution Time |
|---|---|
| P1 - Critical | 4 hours |
| P2 - High | 24 hours |
| P3 - Medium | 5 business days |
| P4 - Low | Best efforts |
Resolution may include a workaround while a permanent fix is developed.
If a support issue is not being resolved satisfactorily:
| Escalation Level | Contact | Timeframe |
|---|---|---|
| Level 1 | Support Team Lead | After initial response target missed |
| Level 2 | Customer Success Manager | 24 hours after Level 1 |
| Level 3 | VP of Engineering | 48 hours after Level 2 |
| Level 4 | Executive Team | 72 hours after Level 3 |
To escalate an issue, email escalation@adjudica.ai with:
| Backup Type | Frequency | Retention |
|---|---|---|
| Full Database Backup | Daily | 30 days |
| Transaction Logs | Continuous | 7 days |
| Document Storage | Real-time replication | Duration of subscription + 30 days |
| Metric | Target |
|---|---|
| Recovery Point Objective (RPO) | 1 hour |
| Recovery Time Objective (RTO) | 4 hours |
Provider maintains geographically distributed infrastructure with:
| Operation | Target Response Time |
|---|---|
| Page Load (application) | < 3 seconds |
| Document Upload (per MB) | < 5 seconds |
| AI Analysis (standard document) | < 60 seconds |
| Search Results | < 2 seconds |
| API Calls (95th percentile) | < 500 ms |
Provider maintains sufficient capacity to handle:
Real-time service status is available at: status.adjudica.ai
The status page displays:
During service incidents, Provider will:
Upon request, Provider will provide monthly reports including:
To receive the benefits of this SLA, Customer agrees to:
Provider may modify this SLA with 30 days' written notice. Modifications will not reduce service levels during an active subscription term unless required by law or to address security concerns.
Enterprise customers may negotiate enhanced SLA terms including:
Contact sales@adjudica.ai for enterprise SLA options.
| Purpose | Contact |
|---|---|
| Support Requests | support@adjudica.ai |
| Escalations | escalation@adjudica.ai |
| Service Credit Requests | support@adjudica.ai |
| Enterprise SLA Inquiries | sales@adjudica.ai |
| Status Page | status.adjudica.ai |
This Service Level Agreement is effective as of [INSERT DATE] and supersedes any prior SLA.
Glass Box Solutions, Inc.