Service Level Agreement (SLA)
This Service Level Agreement forms an integral part of the agreement between CivAI B.V. and the Customer.
CivAI B.V.
1. Purpose of the SLA
This SLA describes:
The SLA applies to: EduGPT, GovGPT, OrgGPT, AI Hosting and related AI Companions, unless otherwise agreed in writing.
2. Scope of Services
The SLA covers
Not included unless explicitly agreed
3. Availability (Uptime)
3.1 Standard Availability
CivAI aims for a monthly availability of 99.5% for production environments.
Availability is measured over a calendar month, excluding:
3.2 Scheduled Maintenance
4. Support and Service Desk
4.1 Support Channels
Support is provided via:
4.2 Support Hours (standard)
Extended support (e.g., 24/7) is available on request.
5. Incident Classification and Response Times
5.1 Incident Levels
P1 – Critical
Complete failure of production environment. No access for all users.
P2 – High
Essential functionality severely limited. No workaround available.
P3 – Normal
Limited functionality or performance issues. Workaround available.
P4 – Low
Minor disruptions, questions or cosmetic issues.
5.2 Response Times
| Priority | First Response | Target Resolution |
|---|---|---|
| P1 | ≤ 4 hours | As soon as possible |
| P2 | ≤ 1 working day | Within reasonable time |
| P3 | ≤ 2 working days | In regular release |
| P4 | ≤ 5 working days | At CivAI's discretion |
Response time = time to first substantive response, not full resolution.
6. Monitoring and Security
CivAI provides:
CivAI does not guarantee absolute error-free operation, but acts according to best effort and state-of-the-art principles.
7. Data Processing and Backups
8. Customer Responsibilities
The Customer is responsible for:
9. Exclusions
This SLA does not apply to:
10. Credits and Compensation
Unless explicitly agreed otherwise:
Any compensation can be contractually agreed in custom arrangements.
11. Force Majeure
CivAI is not liable for non-performance due to force majeure, including:
12. SLA Changes
CivAI may adjust this SLA in case of:
Changes will be communicated in a timely manner. In case of material deterioration, the Customer may terminate the agreement.
13. Relationship to Agreement
In case of conflict between the Agreement, this SLA and the General Terms and Conditions, the following order applies:
- 1 Agreement / quotation
- 2 SLA
- 3 General Terms and Conditions
14. Contact and Escalation
Escalation proceeds via the agreed contact persons.
15. Applicable Law
Dutch law applies to this SLA.
Disputes will be handled in accordance with the General Terms and Conditions of CivAI B.V.