1. Overview
This Agreement ensures that there is a common understanding for providing support for the Tactful AI product with regard to service delivery and time windows.
2. Service Agreement
The following detailed service parameters are the responsibility of Tactful AI in the ongoing support of this Agreement.
2.1 Service Levels and Responses
Priority Support is a higher-tier add-on governed by a separate agreement and includes accelerated targets and enhanced escalation.
| Support type | Standard | Priority | ||
|---|---|---|---|---|
| Issue Severity | Initial response | Resolution Time | Initial response | Resolution Time |
| 🔴 Critical (S1) | 1 hour | 4 hours | ≤ 30 minutes | 2 hours |
| 🟡 Medium (S2) | 4 working hours | 2 business days | 2 working hours | 1 business day |
| 🟢 Low (S3) | 1 business day | 4 business days | 4 working hours | 2 business days |
DEFINITIONS
🔴 Critical Severity Issues (S1)
A complete or significant outage of Tactful AI in production, causing major service disruption or preventing users from performing essential business functions.
🟡 Medium Severity Issues (S2)
Partial loss of functionality or degraded performance with limited business impact. Core features remain operational.
🟢 Low Severity Issues (S3)
Minor issues, UI inconsistencies, requests for information, or documentation clarifications that do not affect system functionality.
WORKING HOURS/BUSINESS DAYS
Sunday to Thursday, 09:00 – 17:00 UTC (excluding public holidays). For Critical (S1) issues, Tactful AI provides 24/7 monitoring and response.
2.2 Service Management
Support coverage provided under this agreement includes: – Monitored email support via support@tactful.ai. – Access to the Tactful AI Help Center for self-service articles, FAQs, and release updates. – Customer Success Manager assistance for customers with Priority Support plans.
3.PRODUCT AVAILABILITY AND SERVICE LEVEL TARGETS
The below SLA only applies to Tactful AI Managed Cloud instances. This document represents a commitment to a service level availability within commercially reasonable means, and does not represent a guarantee or warranty, please consult Tactful AI End User License Agreement for more details. Tactful AI Service Level Availability is 99.5% uptime for Enterprise plan subscriptions.
3.1 Status Tracking
A real-time status page is provided to measure and communicate the real-time and historical status of the product and services. – Tactful Platform Status
3.2 Covered Experiences
The Service Level target applies to the most critical features, use-cases, and experiences:
- Platform availability.
- Sending and receiving messages (as Customer or Agent).
- Chatbot responses within 1 minute.
- Ticket creation, viewing, and editing.
- Dashboard and reporting accessibility.
Exclusions: This SLA covers browser-based experiences only. Integrations, API endpoints, and third-party channel connectors (e.g., WhatsApp, Facebook) are not covered unless explicitly included in a separate agreement.
Regular feature updates and bug fixes do not require downtime. If downtime cannot be avoided (e.g., infra changes, OS upgrades, critical security patches), it will be scheduled as follows:
- Weekly window: Sunday, 00:00–07:00 (server timezone)
- We aim to keep weekly downtime < 30 minutes, and only use the window when strictly necessary.
4.1 SCHEDULED MAINTENANCE COMMUNICATION
- Regular maintenance: No notification unless downtime deviates from the weekly window or material impact is expected.
- Emergency maintenance: For urgent fixes outside the window, admins are notified as soon as practicable (aim ≥ 24 hours’ notice when possible).
