Service Level Agreement (SLA)

Last Updated: 01-05-2025

This Service Level Agreement ("SLA") outlines the performance standards visionplatform.ai ("we", "us", "our") commits to providing for the Services rendered under our agreement with you ("Customer"). This SLA forms part of the Terms of Service or other written agreements governing your use of the Services.

1. Definitions

  • "Service" means the visionplatform.ai cloud platform, APIs, model training tools, and the deployment framework used to run AI video analytics on local servers inside the Customer’s network.
  • "Downtime" refers to the total accumulated minutes during which the cloud Service is unavailable or severely degraded, excluding Planned Maintenance and Exclusions (as defined below). Downtime does not cover failures in the Customer’s local servers, networks, or integrations.
  • "Planned Maintenance" means maintenance activities that are scheduled in advance and communicated to the Customer at least 48 hours prior to the start time.
  • "Exclusions" refers to any unavailability caused by factors outside visionplatform.ai's reasonable control, including but not limited to force majeure events, acts of war or terrorism, civil unrest, Customer’s own IT infrastructure failures, or disruptions in third-party services.

2. Service Availability

visionplatform.ai will use commercially reasonable efforts to ensure that the cloud Service is available 99.8% of the time during any given monthly billing cycle ("Service Commitment").

2.1 Calculation of Service Availability

Service Availability is calculated as follows:

(Total Minutes – Downtime) ÷ Total Minutes × 100

2.2 Exclusions from Downtime

The following events are excluded from Downtime calculations:

  • Planned Maintenance.
  • Emergency maintenance required to protect the security or performance of the Service.
  • Downtime caused by Customer’s or third-party hardware, network, or local server environments not under the direct control of visionplatform.ai.
  • Downtime resulting from Customer's breach of the Agreement, including failure to maintain local servers with appropriate operating system patches and security updates.

3. Support Services

Support Channels: visionplatform.ai provides Customer support through the following channels:

  • Email Support: Available 24/7 via [email protected].
  • In-Platform Support: Direct support requests through the visionplatform.ai platform interface if available, documentation system and AI chatbot.

Response Times: visionplatform.ai commits to the following initial response times based on the severity of the issue:

  • Critical Issues (cloud Service is down or severely impacted): Response within 2 hours during Dutch working hours.
  • High Issues (major platform functionality impacted): Response within 8 hours during Dutch working hours.
  • Medium Issues (minor functionality impacted): Response within 2 business days.
  • Low Issues (general questions or requests): Response within 5 business days.

4. Infrastructure Services

The SLA commitments apply to the cloud platform components operated by visionplatform.ai. These include model training, deployment management, and metadata storage.

Customer-operated local servers where AI video analytics are executed are not covered by this SLA. The Customer is responsible for the availability, performance, and security of those local servers.

5. AI Model Services

Model performance metrics, including detection accuracy, frame-per-second throughput, and response times, may vary depending on the Customer’s local server specifications, GPU capacity, and camera setup.

visionplatform.ai provides reference benchmarks for supported hardware but does not guarantee performance on unsupported or misconfigured environments. For managed service engagements, separate agreements can be established to define:

  • Performance metrics and thresholds
  • Monitoring and reporting methods
  • Model retraining and update procedures
  • Quality assurance processes

6. Recovery Objectives

visionplatform.ai commits to the following recovery objectives for its cloud platform:

  • Recovery Point Objective (RPO): Maximum potential loss of training metadata or deployment configuration in case of an incident shall not exceed 1 hour.
  • Recovery Time Objective (RTO): Maximum time to restore the cloud Service after a disruption shall not exceed 2 hours.

Local server recovery times are the responsibility of the Customer’s IT environment.

7. Service Credits

Eligibility for Service Credits: If cloud Service Availability falls below 99.5% in any given month, Customer may be eligible to receive a Service Credit. Service Credits are calculated as a percentage of the monthly fees paid by the Customer for the affected Service, as follows:

  • < 99.5% and ≥ 99.0%: 10% Service Credit
  • < 99.0% and ≥ 95.0%: 25% Service Credit
  • < 95.0%: 50% Service Credit

Requesting Service Credits: To receive a Service Credit, the Customer must submit a written request to visionplatform.ai within thirty (30) days following the end of the month in which the Service Availability fell below the committed threshold. The request must include the dates and times of the Downtime, and a detailed description of the events.

Limitations on Service Credits:

  • Service Credits are the sole and exclusive remedy for any failure by visionplatform.ai to meet the Service Commitment.
  • The maximum Service Credit that can be issued for any given month shall not exceed 50% of the monthly fee for the affected Service.
  • Service Credits may not be exchanged for or converted to monetary amounts and will be applied to future invoices.

8. Maintenance and Planned Outages

Scheduled Maintenance: Scheduled Maintenance will occur during designated windows, typically outside of peak usage hours. visionplatform.ai will provide at least 48 hours' notice before commencing Scheduled Maintenance.

Emergency Maintenance: visionplatform.ai reserves the right to perform emergency maintenance at any time to ensure the security and performance of the Service. Emergency maintenance may occur without prior notice, although visionplatform.ai will make reasonable efforts to provide advance notice if possible.

9. Customer Responsibilities

Customer is responsible for:

  • Ensuring that Customer's use of the Services complies with the Terms of Service, the Acceptable Use Policy, and all applicable laws.
  • Maintaining the security and proper configuration of Customer-operated local servers, including operating system patches, firewall rules, and physical security.
  • Making and maintaining connections to external systems (e.g., VMS, access control, dashboards).
  • Providing visionplatform.ai with accurate and up-to-date contact information.

10. Limitation of Liability

Service Credits provided under this SLA are Customer’s sole and exclusive remedy for any failure by visionplatform.ai to meet its obligations under this SLA. Under no circumstances shall visionplatform.ai's total liability to the Customer for any claim under this SLA exceed the total amount paid by the Customer for the Services during the 12 months preceding the claim.

11. Governing Law

This SLA is governed by and construed in accordance with the laws of the Netherlands. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts located in Rotterdam, Netherlands.

12. Amendments

visionplatform.ai may amend this SLA from time to time by posting an updated version on our website or otherwise providing notice to Customer. Any changes will take effect at the start of the next renewal term of the Services.

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