Service Level Agreement
Support commitments and system availability guarantees for the Tactful AI platform
Last updated: January 5, 2024
1. Purpose
This Service Level Agreement (“SLA”) establishes a common understanding for providing support for the Tactful AI product with regard to service delivery and time windows. It defines the levels of service, response times, and resolution targets that Tactful Ltd commits to for all customers.
2. Support Hours
Standard support is available during the following hours:
- Working days: Sunday to Thursday
- Working hours: 09:00 – 17:00 UTC
- Excludes: Public holidays
Critical issues (Severity 1) are monitored 24/7 with automated alerting and on-call engineering response.
3. Support Channels
- Email: support@tactful.ai
- Help Centre: support.tactful.ai
- Real-time status: status.tactful.ai
4. Severity Levels
| Severity | Definition | Example |
|---|---|---|
| S1 — Critical | Platform is down or a core function is completely unavailable, affecting all users | Complete service outage, data loss, security breach |
| S2 — Medium | A significant feature is impaired but the platform remains operational | Channel integration failure, reporting delays, partial functionality loss |
| S3 — Low | Minor issue or cosmetic defect with a workaround available | UI display issue, non-critical feature request, documentation query |
5. Response and Resolution Targets
Standard Support
| Severity | First Response | Target Resolution |
|---|---|---|
| S1 — Critical | 1 hour | 4 hours |
| S2 — Medium | 4 hours | 2 business days |
| S3 — Low | 1 business day | 4 business days |
Priority Support
Available to customers on Enterprise plans or with a Priority Support add-on.
| Severity | First Response | Target Resolution |
|---|---|---|
| S1 — Critical | 30 minutes | 2 hours |
| S2 — Medium | 2 hours | 1 business day |
| S3 — Low | 4 hours | 2 business days |
6. System Availability
Tactful Ltd guarantees 99.5% uptime for managed cloud instances on Enterprise plan subscriptions, measured on a monthly basis. This excludes:
- Scheduled maintenance windows (communicated at least 48 hours in advance);
- Force majeure events beyond Tactful's reasonable control;
- Issues caused by the Customer's infrastructure, integrations, or third-party services; and
- Features explicitly labelled as Beta or Early Access.
7. Scheduled Maintenance
Planned maintenance is performed during low-traffic windows and communicated to affected customers at least 48 hours in advance via email and the status page. Emergency maintenance may be performed with shorter notice when required to address critical security or stability issues.
8. Escalation Process
If a support issue is not resolved within the target timeframe, customers may escalate:
- Level 1: Support Team Lead — via support@tactful.ai with “ESCALATION” in the subject line
- Level 2: Head of Customer Success — contacted by the Support Team Lead
- Level 3: VP of Engineering — for unresolved critical issues persisting beyond 2× the target resolution time
9. Customer Responsibilities
To enable Tactful Ltd to meet the service levels defined in this SLA, the Customer agrees to:
- Provide accurate and complete information when reporting issues;
- Designate authorised contacts for support communication;
- Respond to Tactful's requests for additional information in a timely manner;
- Maintain their own systems and integrations in accordance with Tactful's published requirements; and
- Report issues through the designated support channels.
10. Amendments
Tactful Ltd reserves the right to update this SLA. Material changes will be communicated to customers at least 30 days in advance. Continued use of the platform after the effective date of changes constitutes acceptance of the updated terms.
11. Contact
For support enquiries: support@tactful.ai
For SLA-related questions: legal@tactful.ai
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EULA Privacy Policy Cookie Policy Data Protection Addendum
Tactful Ltd trading as Tactful AI. Registered in England — Company No: 10279888. The Venture Centre, Stirling House, Cambridge Innovation Park, Denny End Road, Waterbeach, Cambridge, United Kingdom, CB25 9PB.