Last update: May 12th, 2023
This Service Level Agreement (“SLA”) is issued under and forms part of the agreement that covers Customer's use of the Intentwise Services (as defined below) ("Agreement"). Any capitalized terms not defined in this SLA will have the meaning provided in the Agreement. “Intentwise Services” means any services and application programming interfaces branded as Intentwise.
2.1 Service Level Commitment. 99% Uptime. The Service will serve Customers 99% of the time.
2.2 Exclusions. This SLA does not apply to any performance or availability issues:
(a) Due to events outside of Intentwise’s control, including but not limited to, Issues caused solely by:
(b) Caused by Customer’s continued use of the Service after Intentwise has advised Customer to modify such use, if Customer did not modify its use as advised; or (c) Occurring during beta and trial services, unless otherwise agreed to in writing by Intentwise.
3.1 Service Level Commitment. Subject to the concurrent throughput limits (including as may be caused by external factors), Intentwise will use commercially reasonable efforts to make the DataIngestion (as defined below) available and operational to Customer with a threshold of 99%, calculated monthly. “Data ingestion is the process of importing large, assorted data files from multiple sources into a single, cloud-based storage medium—a data warehouse, data mart or database (includes Intentwise data warehouse and external customer database) where it can be accessed and analyzed.
3.2 Exclusions. The SLA for data availability is not applicable in the event of: (a) Customer’s use of the Intentwise Services in a manner not authorized in the Agreement documentation; (b) general Internet problems, force majeure events, or other factors outside of the reasonable control of Intentwise (such as denial of service attacks or third-party service outages); (c) Customer’s (or one of its vendors) equipment, software, network connections, utilities or other infrastructure; (d) third party systems, acts or omissions; or (e) Intentwise Scheduled Maintenance or reasonable emergency maintenance. This SLA will not apply to any Intentwise Services, or versions thereof, that are no longer available or supported.
“Scheduled Maintenance” means scheduled maintenance that may affect Intentwise Services Availability. For all Scheduled Maintenance, Intentwise will use commercially reasonable efforts to notify Customer via email or text at least two (2) business days prior to starting such maintenance. Scheduled Maintenance will not exceed five (5) hours per month in the aggregate and, to the extent practicable, will be scheduled during the weekend hours between 18:00 Friday and 3:00 Monday Pacific Time. In the event of any unavailability described above, Intentwise will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the Intentwise services in connection with outages, whether scheduled or not.
In the event of a verified failure of the Intentwise services to meet the SLA commitments in two(2) consecutive months or in any three (3) of six (6) consecutive months, Customer may terminate the Agreement upon written notice to Intentwise and will receive as its sole remedy a refund of any fees Customer has pre-paid for use of the Intentwise Services for the terminated portion of the term of the applicable Order Form (“Special Termination Right”) and the refund cannot exceed 2 months of payment to Intentwise. Customer must exercise the Special Termination Right within thirty (30) days of reasonably becoming aware of an Intentwise services failure or such right will be deemed waived. The Special Termination Right is Customer’s sole and exclusive remedy, and Intentwise’s sole and exclusive liability, for any failure of the Intentwise Services to achieve the SLA commitments.
You can always escalate to CTO or CEO through privacy [at] intentwise.com.
Intentwise as Service Provider will be responsible for,
(a) meeting all the applicable incident response times enumerated herein.
(b) abiding by all of Customer's standard business policies and practices, including without limitation, those addressing data protection, confidentiality, onsite codes of conduct, safety and security practices, and corporate ethics compliance.
(c) making available to Customer a representative that will be available for regular meetings and otherwise for resolving service-related requests and incidents.
(d) promptly paying all amounts due to third parties as required under the required Agreement; and
(e) Whatever other obligations that may be required under the circumstances.
Intentwise’s initial response times (listed below) varies based on the severity of the Claim. Intentwise is committed to providing a response within the timeframes described below, as measured from the Customer initiation of a Claim. These claims are related only to issues and NOT feature requests.
Initial Response
Resolution Time
Critical
< 2 hours
< 24 hours
High
< 12 hours
< 48 hours
Medium
< 24 hours
< 72 hours
Low
< 48 hours
< 96 hours
Intentwise is not responsible for the comprehensive monitoring of Customer accounts, and such responsibility lies with Customer. Intentwise will review and consider all supporting data on reported Unscheduled Service Outage provided to it by Customer, as long as such data was obtained using a commercially reasonable independent measurement system used by Customer.
Please note that this is our Enterprise SLA. If you're not an enterprise client, you can find our business SLA here.
