Service Level Agreement

This Service Level Agreement (“SLA”) is entered into by AIScreen (“Supplier”) and you (“Customer”) pursuant to the Software as a Service Terms and Conditions available at www.aiscreen.io/terms-of-service or other Software as a Service Terms and Conditions entered into by the parties (the “Customer Agreement”) and governs the Service Levels of the AIScreen Digital Signage Services during Customer’s Subscription. Capitalized terms not defined below have the meanings ascribed to them in the Customer Agreement. The version of this SLA that is current at the commencement or renewal of the term of your Subscription will apply.

Definitions

• Authorized Contact: The individual who is the administrator of your AIScreen account.
• Applicable Period: Each full calendar year during the term of the Subscription measured from 12:00 a.m. Eastern US time on the first day of the year through 11:59 p.m. Eastern US time on the last day of the year.
• Applicable Monthly Service Fees: The total fees actually paid by you for a Service that are applied to the month in which a Service Credit is owed.
• Claim: A claim submitted by your Authorized Contact to Supplier pursuant to this SLA that a Service Level has not been met during an Applicable Monthly Period.
• Service Credit: The percentage of the Applicable Monthly Service Fees credited to the Customer for a validated Claim. The Service Credit will be applied in the form of a credit or discount against a future invoice of Subscription Fees for the AIScreen Services.
• Service Level: The standard set forth below by which Supplier measures the level of service it provides in this SLA.
• Service Uptime: The total availability of services during a calendar year.
• Downtime: A period of time during which production system processing for the AIScreen Services has stopped and all of your users are unable to use all aspects of the AIScreen Services for which they have appropriate permissions. Downtime does not include Scheduled Downtime or periods when the services are unavailable due to:
  • Force majeure events (e.g., natural disasters, war, government actions).
  • Customer or third-party actions, including unauthorized access, failure to follow security practices, or use of unsupported configurations.
  • Scheduled maintenance or system updates.
• Scheduled Downtime: Periods of Downtime related to Scheduled Maintenance or system updates, announced at least one week in advance.
• Scheduled Maintenance: Maintenance that is announced at least one week in advance and does not exceed three hours in any calendar month.
• Eligible Customer: An entity with an active, paid Subscription for the AIScreen Services, entitled to use the AIScreen Services at the time of submitting a Claim, and not in default of any material obligations, including payment obligations, under its contract with Supplier.
• Incident: A circumstance or set of circumstances taken together, resulting in a failure to meet a Service Level.

Service Levels

AIScreen offers different service levels based on the subscription plan:

Basic Plan

• Service Level: 99.0% uptime during an Applicable Monthly Period.
• Service Credit: 100% of the Applicable Monthly Service Fees if Service Level is less than 99.0%.

Premium Plan

• Service Level: 99.5% uptime during an Applicable Monthly Period.
• Service Credit:
  • 50% if Service Level is less than 99.5% but greater than or equal to 99.0%.
  • 100% if Service Level is less than 99.0%.

Enterprise Plan

• Service Level: 99.9% uptime during an Applicable Monthly Period.
• Service Credit:
  • 10% if Service Level is greater than 99.0% but less than or equal to 99.9%.
  • 50% if Service Level is greater than 98.0% but less than or equal to 99.0%.
  • 100% if Service Level is less than or equal to 98.0%.

Service Credits

To be eligible for a Service Credit, you must be an Eligible Customer and have logged a support ticket for each Incident with the customer support help desk for the applicable AIScreen Services within 24 hours of becoming aware of the Incident. Your Authorized Contact must submit a Claim for a Service Credit no later than 5 business days after the end of the Applicable Monthly Period. You must provide all necessary detailed information about the Incident, including the time you were first impacted, and reasonably assist Supplier with diagnosis and resolution.

Supplier will measure total combined Downtime during each Applicable Monthly Period. Service Credits will be based on the duration of the Downtime measured from the time you report the Incident. The total Service Credits awarded for any Applicable Monthly Period shall not exceed 100% of the respective fee for that period. Service Credits are your sole and exclusive remedy for any Claim.

Response Time

Response Time is the time between when you submit a request to Supplier and the first reply by Supplier’s technical support team during Business Hours (Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time). For tickets logged outside Business Hours, the response time commences at the start of the next Business Hours.

Basic and Premium Plans

• Response Time: Less than 72 hours per Incident during an Applicable Monthly Period.
• Service Credit: 10% of the Applicable Monthly Service Fees if Response Time exceeds 72 hours.

Enterprise Plan

• Response Time: Less than 3 hours per Incident during an Applicable Monthly Period.
• Service Credit:
  • 5% if Response Time is between 3 and 6 hours.
  • 10% if Response Time is between 6 and 12 hours.
  • 15% if Response Time exceeds 12 hours.

Limitations and Exclusions

You are not entitled to a Service Credit if you are not an Eligible Customer or if Downtime results from your breach of the Customer Agreement or misuse of the AIScreen Services. This SLA does not apply to:

• Preview, pre-release, beta, or trial versions of the AIScreen Services.
• Free access plans.
• Non-production instances (e.g., test, disaster recovery, training).
• Services, programs, or agents running on client or third-party systems.
• Downtime caused by Customer’s unauthorized actions, failure to follow security practices, or use of unsupported configurations.

The maximum total credit for any monthly billing period shall not exceed 100% of your fee for that period. Credits are not carried forward to future billing periods.