Intric AB

Service level agreement

During the period when an agreement is bound between Intric and a customer, the following SLA applies. The service is guaranteed for each month a minimum monthly uptime percentage for an End-User of 99.5%.

Definitions

End-Users: Individuals or entities who utilize or access the Services for their personal or organizational purposes.
The Service: Includes the Intric platform, API’s and external plugins developed by Intric. The Service does not include external tools built by the customer or other third parties based on Intric API’s.

Downtime: Consists of any of the following:
a) Lost access to the Intric platform or its APIs
b) Main functions that cannot be used for their intended purpose

To count as downtime, the error must have occurred in the Intric platform. Errors caused by a third party component accessed via an API such as an AI Model or other functions in the Intric Platform that uses data provided via a third party API do not constitute downtime. Errors that arise in external tools (not developed by Intric) that use the Intric API do not constitute downtime when the Intric API remains functional. Scheduled downtime or errors that occur during a maintenance window do not count towards downtime.

Downtime Period: Means the period of downtime of the service. To be counted as a started downtime period, it must amount to at least 5 minutes of downtime.

Monthly Uptime Percentage: The number of minutes during the month minus the total number of minutes of downtime during the entire month divided by the number of minutes during the month.

Maintenance window: The period when Intric takes the Service offline for maintenance. All maintenance windows are advertised in advance.

Scheduled downtime: Means downtime as a result of Intric performing maintenance of the service during a maintenance window.

Compensation for downtime period

If the monthly uptime percentage falls below the limit established in this document, compensation can be claimed. This can be done in accordance with the table below.

Requesting compensation

In order to receive compensation according to the point "Compensation for downtime" above, the Customer must notify Intric of the claim via email within 30 days from the end of the month when the downtime occurred.

The Customer must also be able to prove that the downtime occurred. This can be done by contacting Intric at the time of downtime or by presenting other evidence.

It is also required that the Customer notify Intric of the downtime within 30 minutes of its discovery. Otherwise, the downtime starts counting from the time when Intric is notified.

If the Customer fails to meet the above requirements, the compensation will be forfeited.

Obtaining compensation

Compensation is deducted from the following month's costs.

Support and incident response times

Intric will provide customer support for the Service as described below:

• Support Hours: Support is available Monday through Friday, 08:00–17:00 CET, excluding public holidays.
• Contact Channels: Customers may contact support via email or telephone as specified in the Customer Agreement.

Incident Response Times

Intric will use commercially reasonable efforts to respond to incidents and support requests as follows:

Resolution or workaround times are targets, not guarantees.

• Escalation: Issues not resolved within the target timeframe will be escalated internally for prioritization.
• Support Limitations: These commitments do not apply during scheduled maintenance windows, or in cases excluded under the "Exceptions to the SLA" section.

Exceptions to the SLA

Areas where this SLA does not apply are:
a) Use of Beta features
b) When the cause is beyond Intric control
c) When the cause is due to the software or hardware of the Customer, a third party, or both
d) When the downtime is due to misuse or breach of contract
e) When licenses or other pre-given quotas have run out
f) When it is explicitly documented for the service that the SLA does not apply