Service Level Agreement
This Service Level Agreement ("SLA") sets out the service levels Paraden AI Ltd ("Paraden") will provide for the ARIA Platform during its early access phase. This SLA is incorporated by reference into the Master Services Agreement ("MSA") between Paraden and the Client. Capitalised terms used here have the meaning given in the MSA.
1. Availability
Paraden will use commercially reasonable endeavours to make the ARIA Platform available during Business Hours, and will work in good faith to maximise availability outside Business Hours.
Paraden does not provide a specific uptime guarantee during the early access phase of the Service. Paraden will monitor availability and inform the Client of any prolonged or recurring outages.
Periods of unavailability that are not within Paraden's reasonable control are excluded from this SLA, including:
- Scheduled maintenance, of which Paraden will give reasonable prior notice;
- Emergency maintenance required to address security or stability issues;
- Downtime caused by third-party services (including hosting, AI providers, or integrated CRMs);
- Force majeure events as defined in the MSA;
- Suspension of the Service in accordance with the MSA.
2. Support
Paraden will provide support by email at [email protected] during Business Hours (09:00 to 17:30 UK time, Monday to Friday, excluding public holidays in England and Wales).
Paraden will respond to support requests on a reasonable-endeavours basis according to the severity of the issue:
| Severity | Description | Response | Resolution target |
|---|---|---|---|
| P1 – Critical | Platform unavailable or major feature non-functional | Within 1 Business Day | Resolved as soon as reasonably possible |
| P2 – High | Significant degradation or partial feature outage | Within 1 Business Day | Best endeavours |
| P3 – Medium | Minor issue with workaround available | Within 2 Business Days | Best endeavours |
| P4 – Low | Cosmetic issue, question, or feature request | Within 3 Business Days | Best endeavours |
Severity classification is determined by Paraden acting reasonably, taking into account information provided by the Client. Response and resolution targets are measured during Business Hours only and are best-endeavours commitments, not guarantees. The Client acknowledges that during the early access phase, Paraden may have limited support resources and will prioritise critical issues.
3. Backup and recovery
Client Data is backed up automatically by Paraden's hosting provider with point-in-time recovery capability.
In the event of data loss caused by Paraden's systems, Paraden will use commercially reasonable endeavours to restore the most recent available backup.
The Client is responsible for maintaining its own working backups of any data exported from the Platform that it considers critical.
4. Onboarding
Paraden will provide onboarding assistance as agreed in the Order Form, which typically includes initial configuration of the ARIA Platform, knowledge file setup, integration with the Client's CRM and email systems, and training for Authorised Users.
The Client shall provide reasonable cooperation and timely access to information and personnel required for onboarding.
5. Maintenance
Paraden will use reasonable endeavours to schedule maintenance windows outside Business Hours where possible, and to give reasonable prior notice by email or in-platform notification.
Emergency maintenance may be carried out without prior notice where necessary to address security or stability issues. Paraden will notify the Client as soon as reasonably practicable.
During the early access phase, the Client acknowledges that Paraden is actively developing and improving the platform, and that this may result in more frequent updates and brief interruptions than a mature SaaS service.
6. Reporting
Paraden will provide regular communication to the Client about the state of the Service, including notification of significant changes, planned features, and known issues.
The Client may request an update on Service performance at any time by emailing [email protected].
7. Service credits
No service credits apply during the early access phase. The Parties acknowledge that the commercial terms in the Order Form reflect the early-stage nature of the Service.
If the Service experiences a sustained or recurring failure to perform substantially as described in the Order Form, the Client may raise this with Paraden, and the Parties will work in good faith to agree a remedy, which may include a fee adjustment, a service credit, or termination of the affected Order Form.
8. Future SLA updates
As the platform matures, Paraden intends to introduce specific uptime commitments, faster response targets, and a defined service credit regime. Paraden will give the Client not less than 30 days' written notice of any change to this SLA.
Any updated SLA will not reduce the commitments set out in this version without the Client's prior written agreement.
9. General
This SLA is governed by the terms of the MSA, including its provisions on liability, force majeure, and termination.
The current version of this SLA is published at paraden.ai/sla. Material changes will be notified to active Clients by email.