Service Level Agreement (SLA)

Last Updated: 01-05-2025

This Service Level Agreement ("SLA") outlines the performance standards Virtualworkforce.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 Virtualworkforce.ai platform, APIs, AI development tools, and any other services provided by Virtualworkforce.ai.
  • "Downtime" refers to the total accumulated minutes during which the Service is unavailable or severely degraded, excluding Planned Maintenance and Exclusions (as defined below).
  • "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 Virtualworkforce.ai's reasonable control, including but not limited to, force majeure events, acts of war or terrorism, civil unrest, or disruptions in third-party services.

2. Service Availability

Virtualworkforce.ai will use commercially reasonable efforts to ensure that the 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:

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 software, hardware, or services not under the direct control of Virtualworkforce.ai.
  • Downtime resulting from Customer's breach of the Agreement, including but not limited to failure to comply with the Acceptable Use Policy.

3. Support Services

Support Channels: Virtualworkforce.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: Virtualworkforce.ai commits to the following initial response times based on the severity of the issue:

  • Critical Issues (Service is down or severely impacted): Response within 2 hours during Dutch working hours.
  • High Issues (Major 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

All infrastructure services provided by Virtualworkforce.ai, including but not limited to vector databases, retrieval-augmented generation (RAG) pipelines, and other supporting infrastructure, are covered under the service level commitments outlined in this SLA.

5. AI model Services

The availability of AI model services depends on our third-party model providers. While Virtualworkforce.ai implements fallback mechanisms (such as OpenRouter) to maintain high availability, the base service levels are determined by our providers. The main service is Azure Private cloud openAI models but as fallback or small AI agent components we might rely on the other parties:

Model Performance Model performance metrics, including accuracy, response time, and quality, are inherent to the specific models used and may vary. For managed service engagements where specific performance requirements are requested, separate agreements can be established that define:

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

These performance agreements will be customized based on the specific use case, data, and requirements.

6. Recovery Objectives

Virtualworkforce.ai commits to the following recovery objectives in the event of a service disruption:

  • Recovery Point Objective (RPO): Maximum potential data loss in case of an incident shall not exceed 1 hour. This means any data created up to 1 hour before an incident may be lost.
  • Recovery Time Objective (RTO): Maximum time to restore service after a disruption shall not exceed 2 hours.

7. Service Credits

Eligibility for Service Credits: If 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 Virtualworkforce.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 Virtualworkforce.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. Virtualworkforce.ai will provide at least 48 hours' notice before commencing Scheduled Maintenance.

Emergency Maintenance: Virtualworkforce.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 Virtualworkforce.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 and all applicable laws.
  • Providing Virtualworkforce.ai with accurate and up-to-date contact information.
  • Maintaining the security of Customer's own systems and preventing unauthorized access to the Services.

10. Limitation of Liability

Service Credits provided under this SLA are Customer’s sole and exclusive remedy for any failure by Virtualworkforce.ai to meet its obligations under this SLA. Under no circumstances shall Virtualworkforce.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

Virtualworkforce.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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