This Service Level Agreement ("SLA") describes the service availability objectives and support practices applicable to the Inzata cloud platform and related services ("Services"). This SLA forms part of the applicable customer agreement governing use of the Services.
1. Definitions
Availability
The ability of Customer to access and use the core production Services over the public internet.
Downtime
A material inability to access core production Services, excluding Excluded Downtime.
Excluded Downtime
- Scheduled or emergency maintenance.
- Force majeure events.
- Internet or telecommunications failures outside Inzata's control.
- Third-party provider outages not within Inzata's reasonable control.
- Customer-caused issues, misuse, or unauthorized access.
- Beta, preview, or evaluation services.
2. Service Availability Target
Inzata will use commercially reasonable efforts to maintain the following monthly availability for production Services, excluding Excluded Downtime:
Target Monthly Uptime: 99.5%
This availability target reflects commercially reasonable operational objectives and does not constitute a guarantee of uninterrupted operation.
3. Scheduled Maintenance
Inzata may perform scheduled maintenance to maintain, upgrade, or improve the Services. Where commercially reasonable:
- Advance notice will be provided before planned maintenance windows.
- Maintenance will be scheduled during lower-usage periods to minimize customer impact.
Emergency maintenance may occur without advance notice when necessary to protect platform security, stability, or Customer data.
4. Support Services
4.1 Standard Support
Inzata provides commercially reasonable technical support for production Services, including issue investigation, incident response, operational troubleshooting, and platform guidance.
4.2 Support Channels
- Email: [email protected]
- The Inzata customer support portal.
- Designated channels as agreed in applicable enterprise agreements.
5. Incident Priorities
Inzata classifies support incidents by severity and targets the following response times:
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 - Critical | Production outage or severe impairment of core Services | Within 4 business hours | ASAP / escalated |
| P2 - High | Major functionality impaired with significant operational impact | Within 1 business day | Best efforts |
| P3 - Medium | Non-critical degradation, workaround available | Within 2 business days | Scheduled release |
| P4 - Low | General inquiries, cosmetic issues, enhancement requests | As resources permit | Roadmap review |
Response times are targets and are not guaranteed. Actual resolution times may vary depending on the complexity of the issue and factors outside Inzata's control.
6. Customer Responsibilities
- Maintaining adequate internet connectivity and compatible systems.
- Securing credentials, devices, and access controls on the Customer side.
- Promptly reporting issues with sufficient detail to enable investigation.
- Implementing reasonable backup and operational safeguards for Customer-managed systems.
7. Service Credits
Unless expressly stated in a written enterprise agreement signed by both parties:
- Service credits are not automatically provided for availability shortfalls.
- This SLA does not create financial penalties or refund obligations.
Any discretionary service credits shall be determined solely at Inzata's reasonable discretion.
8. Limitations
This SLA does not apply to:
- Beta features, evaluation services, free trials, or sandbox environments.
- Third-party integrations or services outside Inzata's direct control.
AI-generated outputs are inherently probabilistic. They are not subject to uptime, accuracy, or output guarantees under this SLA.
9. Security Incidents
Inzata maintains commercially reasonable incident response procedures to investigate security incidents, mitigate operational impact, and restore affected systems. Security incidents may temporarily affect availability while remediation efforts are underway.
10. Modifications
Inzata may update this SLA periodically. Material changes will be communicated to Customers via the Inzata website or direct notification.
11. Disclaimer
This SLA describes target service objectives only. The Services are provided "as is" and "as available" subject to the Terms of Service and applicable agreements. Inzata does not guarantee uninterrupted availability, error-free operation, or continuous accessibility of the Services.
12. Contact Information
Company: QEngine LLC, dba INZATA
Address: PO Box 90762, Lakeland, FL 33804-0762
Email: [email protected]