Service Level Agreement

In plain English. We commit to keeping Pazau available 99.9% of each month on the Business plan and 99.95% on the Enterprise plan. If we miss that, you get a service credit of 5% to 10% of that month's fees for the affected Service. Claim it within 30 days. Credits are capped at 10% of monthly fees. If we miss badly and repeatedly, you can terminate. The SLA also sets out our support response targets by severity (as fast as 15 minutes for a P1 on Enterprise) and a latency objective for Pazau Agent that we measure and report but that doesn't carry credits. Live and historical uptime is published at status.pazau.com.

This Service Level Agreement (this "SLA") forms part of the Subscription Agreement (the "Agreement") between Pazau and Customer. Capitalized terms not defined in this SLA have the meanings given in the Agreement.

1. Scope

1.1 Covered plans. This SLA applies to Customers subscribed to the Business or Enterprise plan for the production instances of the Services listed in Section 3 (the "Covered Services"). The applicable Monthly Uptime Commitment depends on Customer's plan as stated in the Order Form.

1.2 Growth plan and other offerings. Pazau targets 99.9% Monthly Uptime Percentage for the Growth plan and for Agent-only subscriptions without a Business or Enterprise platform subscription, but service credits do not apply unless the Order Form states otherwise. Sandbox environments, Beta Features, and trial accounts are not Covered Services.

1.3 Relationship to the Agreement. Service credits are Customer's sole and exclusive remedy for Pazau's failure to meet the Monthly Uptime Commitment, except for the termination right in Section 7. Nothing in this SLA limits Pazau's obligations under the Security Addendum or the Data Processing Addendum.

2. Definitions

2.1 "Downtime" means a period of at least one consecutive minute during which a Covered Service is Unavailable, measured as described in Section 4. Partial minutes are not counted.

2.2 "Excluded Downtime" means any Downtime caused by an exclusion in Section 5, including Scheduled Maintenance.

2.3 "Monthly Fees" means the recurring subscription Fees paid or payable for the affected Covered Service for the calendar month in which the Downtime occurred. For annual prepaid subscriptions, Monthly Fees are one-twelfth of the annual subscription Fees for the affected Covered Service. For per-Resolution and other usage Fees, Monthly Fees are the usage Fees actually invoiced for the affected Covered Service for that month.

2.4 "Monthly Uptime Commitment" means 99.9% for the Business plan and 99.95% for the Enterprise plan.

2.5 "Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the number of minutes of Downtime other than Excluded Downtime, divided by the total number of minutes in that month, expressed as a percentage.

2.6 "Scheduled Maintenance" means maintenance announced at least 5 business days in advance on status.pazau.com and by email to Customer's designated administrators. Scheduled Maintenance is performed during the maintenance windows in Section 6 and will not exceed 4 hours per calendar month.

2.7 "Service Credit" means a credit, calculated under Section 8, applied against future Fees for the affected Covered Service.

2.8 "Unavailable" has the meaning given for each Covered Service in Section 3.

3. Covered Services and availability criteria

A Covered Service is "Unavailable" when the condition in the table below is met in Customer's hosting region. Where a condition affects only some of Customer's Authorized Users or End Users, Downtime is counted in proportion to the share of affected users or conversations, as shown by Pazau's monitoring and logs.

4. Measurement and reporting

4.1 Monitoring. Pazau measures availability using synthetic probes that run every 60 seconds from at least three independent locations for each hosting region, together with server-side error-rate monitoring. A Covered Service is Unavailable only when both synthetic and server-side monitoring confirm the condition in Section 3, or when Pazau's incident records confirm it.

4.2 Status page. Pazau publishes real-time and historical availability for each Covered Service and region at status.pazau.com. Customer may subscribe to incident notifications by email, SMS, webhook, or RSS.

4.3 Monthly reports. Enterprise Customers receive a monthly service report within 10 business days after the end of each calendar month. It covers Monthly Uptime Percentage by Covered Service, incidents, and performance against the latency objective in Section 10.

4.4 Incident reports. For any P1 incident affecting a Covered Service, Pazau will publish a root cause analysis on status.pazau.com, or provide it to affected Customers directly where it contains confidential detail, within 5 business days after the incident is resolved.

5. Exclusions

Downtime caused by any of the following is Excluded Downtime and does not count against the Monthly Uptime Percentage:

5.1 Scheduled Maintenance, and emergency maintenance required to address a critical security vulnerability, provided emergency maintenance does not exceed 2 hours per calendar month.

5.2 Factors outside Pazau's reasonable control, including force majeure events under Section 22.3 of the Agreement and general internet failures not caused by Pazau.

5.3 Failures or unavailability of Third-Party Services, including messaging channels (such as WhatsApp, Apple Messages for Business, Facebook Messenger, and Instagram), social networks, telephony carriers other than Pazau's contracted carriers, and Customer's own email providers.

5.4 Failures, latency, or errors of Customer Systems, including systems called by Actions, and failures of Actions caused by expired credentials, changed APIs, or incorrect configuration on Customer's side.

5.5 Customer Configuration, including Procedures that cause the AI Features to transfer, pause, or decline conversations as designed, and Approval Steps awaiting action by an Authorized User.

5.6 Customer's or its Authorized Users' use of the Services in breach of the Agreement or the Documentation, including exceeding documented rate limits.

5.7 Suspension of the Services in accordance with Section 4.2 of the Agreement, where the suspension results from Customer's breach.

5.8 Customer's equipment, network, browser, or software, or unsupported client configurations.

5.9 Beta Features, sandbox environments, and features the Documentation identifies as not covered by this SLA.

5.10 Degradation of the AI Features' latency or Output quality that does not meet the Unavailable criteria in Section 3. This is covered by the non-credit-bearing objective in Section 10.

6. Maintenance

6.1 Maintenance windows. Pazau performs Scheduled Maintenance during the following windows, with the region determined by Customer's hosting region:

6.2 Zero-downtime deployments. Pazau deploys software updates using rolling and blue-green deployment methods that do not require Downtime. Most releases require no Scheduled Maintenance.

7. Chronic failure

7.1 Termination right. If the Monthly Uptime Percentage for a Covered Service falls below 99.0% in any three consecutive calendar months, or in any four calendar months within a rolling 12-month period, Customer may terminate the affected Order Form by written notice given within 30 days after the end of the month that triggered the right.

7.2 Refund. If Customer terminates under Section 7.1, Pazau will refund any prepaid Fees covering the remainder of the Subscription Term after the effective date of termination, and Customer will not be liable for any early termination fees. This termination right is in addition to Service Credits.

8. Service Credits

8.1 Credit percentages. If the Monthly Uptime Percentage for a Covered Service falls below the Monthly Uptime Commitment, Customer is eligible for the following Service Credit, expressed as a percentage of the Monthly Fees for the affected Covered Service.

Business plan (Monthly Uptime Commitment 99.9%)

Enterprise plan (Monthly Uptime Commitment 99.95%)

8.2 Cap. The total Service Credits for any calendar month will not exceed 10% of the Monthly Fees for the affected Covered Service. Where a single incident affects more than one Covered Service, Customer may claim Service Credits for each affected Covered Service, subject to the cap for each.

8.3 Application. Service Credits are applied against the next invoice for the affected Covered Service after the claim is approved. Service Credits have no cash value and are not refundable, except that if the Agreement expires or terminates without a further invoice, Pazau will pay any outstanding approved Service Credit to Customer within 30 days.

8.4 Eligibility. Customer is not eligible for Service Credits for any month in which Customer has undisputed Fees that are more than 30 days overdue.

9. Claim process

9.1 How to claim. To receive a Service Credit, Customer must submit a claim to support@pazau.com or through the support portal within 30 days after the end of the calendar month in which the Downtime occurred. The claim must include: (a) Customer's account name and workspace ID; (b) the affected Covered Service and hosting region; (c) the dates and times of each Downtime period; and (d) any supporting evidence, such as error messages, request IDs, or affected conversation IDs.

9.2 Review. Pazau will review each claim against its monitoring data and incident records and respond within 15 business days after receipt. If Pazau rejects a claim, it will explain why and share the relevant monitoring data. Enterprise Customers may escalate a disputed claim to their Customer Success Manager and then to Pazau's VP of Customer Success.

9.3 Waiver. Customer's failure to submit a claim in accordance with this Section 9 waives its right to a Service Credit for that month.

9.4 Proactive credits. For any incident that reduces the Monthly Uptime Percentage below the Monthly Uptime Commitment across all Customers in a hosting region, Pazau will apply the Service Credit automatically to affected Enterprise Customers without requiring a claim.

10. Pazau Agent latency objective

10.1 Objective. In addition to availability, Pazau measures the responsiveness of Pazau Agent against the following service level objectives (the "Latency Objectives"), measured per calendar month for each hosting region:

10.2 Non-credit-bearing. The Latency Objectives are performance objectives, not commitments. They do not carry Service Credits and do not create a termination right. Latency caused by Customer Systems called through Actions, by Approval Steps, or by Customer Configuration is excluded from measurement.

10.3 Reporting and remediation. Pazau reports performance against the Latency Objectives in the monthly service report for Enterprise Customers and on request for Business Customers. If Pazau misses a Latency Objective for Customer's workspace in two consecutive calendar months, Pazau will, on Customer's request, provide a written remediation plan within 15 business days and review it with Customer's technical contacts.

11. Support response targets

11.1 Support Policy. Pazau provides support in accordance with the Support Policy. Severity levels are defined in the Support Policy. The initial response targets for each support tier are summarized below for convenience. If this table conflicts with the Support Policy, the Support Policy prevails.

11.2 Nature of targets. Response targets measure the time from submission of a support request through a supported channel to the first substantive response from a Pazau support engineer. They are targets, not guarantees of resolution times, and do not carry Service Credits. Enterprise Customers receive quarterly reporting on support response performance.

12. Changes to this SLA

Pazau may update this SLA from time to time. Pazau will not reduce the Monthly Uptime Commitment, the Service Credit percentages, or the chronic failure termination right applicable to Customer during the then-current Subscription Term. Updates take effect for Customer at the start of its next renewal Subscription Term.