Effective: 9 December 2024
This Service Level Agreement (“SLA”) is issued by Ambr Technologies Limited (“Supplier”) and applies to the “Services” (as defined in the Supplier’s Terms and Conditions, effective 9 December 2024, available at https://ambr.ai/terms (the “Terms”)). All capitalised terms not defined in this SLA shall have the meaning given to them in the Terms.
In the event of any conflict or inconsistency between this SLA and the Terms, the Terms shall prevail unless this SLA expressly states otherwise.
By ordering or using the Services, the customer entity identified on the applicable Order Form (“Customer”) agrees to comply with and be bound by this SLA.
1. Scope of SLA
1.1 Services Covered
This SLA applies only to the Services identified in the applicable Order Form(s). It does not cover any professional services, custom development, or third-party products or services that the Supplier may resell or integrate unless otherwise stated in writing.
1.2 Term
This SLA remains in effect for the duration of the subscription term stated in the applicable Order Form (including any renewal terms) unless otherwise terminated in accordance with the Terms.
2. Service Availability
2.1 Target Uptime
The Supplier will use commercially reasonable efforts to make the Services available to the Customer with a target monthly uptime of 99.0% (“Target Uptime”), measured over each calendar month.
2.2 Excluded Downtime
The following shall not count as Downtime Minutes or otherwise reduce Availability:
Scheduled Maintenance: Maintenance windows or platform updates that the Supplier notifies the Customer of at least 24 hours in advance.
Emergency Maintenance: Maintenance required to address urgent security vulnerabilities or critical issues, provided the Supplier uses reasonable endeavours to minimise disruption and inform the Customer as soon as practicable.
Force Majeure Events: Events outside the Supplier’s reasonable control, such as acts of God, war, terrorism, natural disasters, internet-wide disruptions, or labour disputes.
Customer-Caused Outages: Downtime caused by the Customer’s misuse of the Services, use of the Services outside the scope defined in the Terms or Order Form, or any other breach by the Customer of the Terms.
3. Maintenance
3.1 Scheduled Maintenance
The Supplier performs routine updates and maintenance during specified maintenance windows, typically outside standard business hours.
The Supplier will provide at least 24 hours’ notice of scheduled maintenance expected to exceed 30 minutes.
Any downtime arising from such scheduled maintenance is excluded from Downtime Minutes.
3.2 Emergency Maintenance
If immediate maintenance is needed (e.g., for security patches or critical fixes), the Supplier may undertake it without prior notice.
The Supplier will endeavour to notify the Customer as soon as is reasonably practicable if Emergency Maintenance is required.
Downtime caused by Emergency Maintenance is also excluded from Downtime Minutes.
4. Support Services
4.1 Support Channels
The Supplier offers standard support through:
In-app Messaging: Intercom (accessible via bottom right of web application)
Email: support@ambr.ai
4.2 Support Hours
Unless otherwise stated in the Order Form, standard support is available Monday to Friday, 9:00 AM – 5:00 PM GMT (excluding public holidays in England and Wales). For requests submitted outside these hours, response times will be measured from the next business day.
4.3 Response Times
The Supplier shall use commercially reasonable efforts to acknowledge Customer support requests within:
4 business hours for critical issues (total service disruption or major performance degradation).
1 business day for general or routine queries.
These are target response times rather than guarantees of resolution. The Supplier shall work diligently to resolve issues as promptly as possible, but the time to resolution may vary depending on the complexity of the matter.
5. SLA Exclusions
This SLA does not apply to any performance or availability issues:
Outside the Supplier’s Reasonable Control: Including, but not limited to, force majeure events or network-wide disruptions not caused by the Supplier.
Third-Party Services or Integrations: The Supplier is not responsible for downtime attributable to third-party hosting providers or integration partners unless explicitly agreed.
Breach by Customer: Any downtime caused by the Customer’s breach of the Terms, DPA, or misuse of the Services.
Unsupported Configurations: Use of unsupported equipment, networks, or software that materially affects the Supplier’s ability to meet the Target Uptime.
6. Amendments to this SLA
The Supplier may update or modify this SLA from time to time. Any updates to this SLA will become effective upon posting to the Supplier’s website and will apply prospectively to any new Order Form or renewal term.
7. General Provisions
7.1 Entire Agreement
This SLA, together with the Terms, the applicable Order Form(s), and the Supplier’s Data Processing Agreement, constitute the entire agreement between the parties relating to the subject matter herein and supersede all prior discussions or agreements.
7.2 Governing Law and Jurisdiction
This SLA is governed by the laws of England and Wales. Any disputes arising under or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales, as further set forth in the Terms.
7.3 Severability
If any provision of this SLA is found unenforceable by a court of competent jurisdiction, such provision will be modified to reflect the parties’ intention as closely as possible, and all remaining provisions will remain in full force.