Service Level Agreement
Last updated
Contents
1. Application
1.1This Service Level Agreement (the "SLA") forms part of the SphereOne Terms of Service between Altrivis Management LLC ("Altrivis") and the Customer. Capitalised terms not defined here have the meanings given in the Terms of Service.
1.2Part A applies to all paid plans. Part B applies only to Customers on the Enterprise plan whose Order Form states that Part B applies, and only from the date notified by Altrivis on completion of the infrastructure upgrade.
1.3This SLA does not apply to the no-charge plan, free trials, or beta features.
Part A: All Paid Plans
2. Availability
2.1Altrivis shall use commercially reasonable efforts to make the Services available twenty-four (24) hours a day, seven (7) days a week, except for Scheduled Maintenance and the Exclusions in Section 6. No numeric availability commitment and no service credits apply under Part A.
3. Scheduled Maintenance
3.1Altrivis shall give at least forty-eight (48) hours' notice of Scheduled Maintenance by email to Administrators, and shall try to schedule it between 10:00 p.m. and 6:00 a.m. US Central Time or at weekends. Emergency maintenance to address security or stability issues may be carried out with shorter or no notice.
4. Support
4.1Support is available by email at support@sphereone.ai and in-app chat during 9:00 a.m. to 6:00 p.m. US Central Time, Monday to Friday, excluding US federal holidays.
4.2Altrivis shall use commercially reasonable efforts to respond within the following target times:
| Priority | Description | Target first response |
|---|---|---|
| Urgent | Services unavailable for all Users of the Customer, or a suspected security incident | Four (4) business hours |
| High | A core feature (messaging, meetings or files) is materially impaired with no workaround | One (1) business day |
| Normal | Partial impairment with a workaround, or questions on use | Two (2) business days |
| Low | Feature requests and general feedback | Five (5) business days |
4.3Response times are targets and not guarantees of resolution. Security incidents are handled under the Data Processing Addendum.
Part B: Enterprise Plan
5. Uptime Commitment and Service Credits
5.1Commitment. Altrivis shall make the Services Available at least 99.5% of the time in each calendar month (the "Uptime Commitment").
5.2Calculation. Monthly Uptime Percentage is calculated as: total minutes in the month, less minutes of Downtime, divided by total minutes in the month, multiplied by 100. "Downtime" means a period of at least five (5) consecutive minutes during which the core messaging and meeting functions of the Services are unavailable to all of the Customer's Users, as measured by Altrivis' monitoring systems, excluding the Exclusions.
5.3Service credits. If the Monthly Uptime Percentage falls below the Uptime Commitment, the Customer is entitled to a credit against the monthly fees for the affected month as follows:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Less than 99.5% but at least 99.0% | 5% of monthly fees |
| Less than 99.0% but at least 95.0% | 10% of monthly fees |
| Less than 95.0% | 25% of monthly fees |
5.4Claim procedure. To receive a credit, the Customer must submit a claim to support@sphereone.ai within thirty (30) days after the end of the month in which the Downtime occurred, stating the dates and times of the Downtime. Credits will be applied to the next invoice and have no cash value, except that a credit outstanding on termination will be refunded where the Customer has no further invoices.
5.5Cap. The total credits for any month shall not exceed twenty-five per cent (25%) of the monthly fees for that month.
5.6Sole remedy. Service credits are the Customer's sole and exclusive remedy for any failure to meet the Uptime Commitment. However, if the Monthly Uptime Percentage is below 95.0% in any three (3) consecutive months, the Customer may terminate the Enterprise subscription on written notice within thirty (30) days and receive a refund of prepaid fees for the unused period.
5.7Enterprise support. For Enterprise Customers, the target first response time for Urgent issues is one (1) hour, twenty-four (24) hours a day, seven (7) days a week, through support@sphereone.ai.
6. Exclusions
6.1Downtime does not include unavailability caused by:
- (a)Scheduled Maintenance notified in accordance with Section 3, and emergency maintenance not exceeding four (4) hours in a month;
- (b)the Customer's or its Users' equipment, software, network connections or internet service;
- (c)acts or omissions of the Customer or its Users, including use in breach of the Terms of Service or Acceptable Use Policy;
- (d)suspension of the Services in accordance with the Terms of Service;
- (e)failure of third party services not controlled by Altrivis, including integrations enabled by the Customer, AI providers, and Apple or Google notification services;
- (f)events of force majeure as described in the Terms of Service, including large-scale outages of the hosting provider or of internet infrastructure; or
- (g)beta features and the AI Features.
7. Status and Communication
7.1Altrivis shall maintain a status page at status.sphereone.ai showing current service status and incident history.
8. Changes
8.1Altrivis may update this SLA, but shall not reduce the Uptime Commitment or service credits for an Enterprise Customer during its current Subscription Term.