1. Purpose
This Service Level Agreement (“SLA”) defines the service commitments provided by Oradentiq AI for customers using its software platform.
2. Service Availability
Oradentiq AI targets a monthly uptime of 99.9%, excluding:
- Scheduled maintenance
- Emergency maintenance
- Third-party outages
- Internet failures
- Force majeure events
3. Planned Maintenance
Whenever reasonably possible:
- Customers will receive advance notice of scheduled maintenance.
- Maintenance will generally be performed during low-usage periods.
Emergency maintenance may occur without prior notice where necessary to protect the platform.
4. Support Hours
Standard Support:
Monday to Friday
9:00 AM – 6:00 PM (IST)
Emergency issues affecting platform availability may receive attention outside standard business hours.
5. Incident Priority
Critical (P1)
Examples:
- Complete platform outage
- Unable to login
- Data corruption
- AI services unavailable for all users
Target Initial Response: Within 2 Business Hours
High (P2)
Examples:
- Major feature unavailable
- Significant workflow disruption
- Integration failures
Target Initial Response: Within 4 Business Hours
Medium (P3)
Examples:
- Minor bugs
- Performance issues
- Reporting errors
Target Initial Response: Within 1 Business Day
Low (P4)
Examples:
- Feature requests
- UI improvements
- Documentation updates
- General questions
Target Initial Response: Within 3 Business Days
6. Customer Responsibilities
Customers must:
- Maintain internet connectivity.
- Use supported browsers.
- Report issues with sufficient details.
- Protect login credentials.
- Follow recommended security practices.
7. Backup
Oradentiq AI performs regular system backups designed to support disaster recovery.
Backup schedules and retention periods may vary depending on infrastructure and subscription plans.
8. Security
Oradentiq AI implements commercially reasonable safeguards including:
- Encryption
- Access controls
- Monitoring
- Firewalls
- Logging
- Secure cloud infrastructure
9. Exclusions
The SLA does not apply to issues caused by:
- Customer devices
- Internet providers
- Unsupported browsers
- Customer misconfiguration
- Third-party software
- Force majeure
- Customer-developed integrations
10. Service Credits
If Oradentiq AI fails to meet the monthly uptime commitment due solely to issues within Oradentiq AI’s control, eligible Customers may request a service credit.
Service credits, if approved, will be applied toward future subscription fees and shall not exceed the subscription amount paid for the affected billing period.
11. Modifications
Oradentiq AI may modify this SLA from time to time.
Updated versions will be published on the website with a revised Effective Date.
12. Contact
Oradentiq AI
Website: https://oradentiq.tech/