Service Level Agreement

"AI Agent" means ChakraHQ’s AI chatbot Service.

"Core Platform" means the ChakraHQ Sales and Chat messaging platforms.

AI Agent: uptime is achieved when ChakraHQ’s AI Agent can generate responses to customer inquiries.

Core Platform: uptime is achieved when users can successfully engage in key actions such as sending and receiving messages within the dashboard.

This SLA applies to the Services identified herein, including AI Agent and Core Platform, but does not apply to any separate services that may be identified in the Master Subscription Agreement. We will use commercially reasonable efforts to make the Services identified herein available with an uptime of 99.8% of each calendar month ("Target Availability") for both AI Agent and Core Platform.

The calculation of uptime for the Services identified herein will not include unavailability to the extent due to: (a) use of AI Agent or Core Platform by Customer in a manner not authorized in the Master Subscription Agreement or the applicable Documentation; (b) general internet problems, force majeure events, or other factors outside our reasonable control; (c) Customer’s equipment, software, network connections, or other infrastructure; (d) third-party systems, acts, or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.

"Scheduled Maintenance" means our scheduled routine maintenance of the Services for which we notify Customer at least twenty-four (24) hours in advance. We typically perform Scheduled Maintenance up to three (3) times per year.

If there is a verified failure to achieve Target Availability for Customer, on a per-service basis, by either AI Agent or Core Platform, in two (2) consecutive months, Customer may terminate the Service impacted by the failure by sending written notice of termination within thirty (30) days after the end of the second such month, in which case we will refund Customer any fees Customer has pre-paid for use of the affected Service for the terminated portion of the applicable subscription term. This termination and refund right is Customer’s sole and exclusive remedy, and our sole and exclusive liability, for our failure to meet the Target Availability.

If you have any questions about this Service Level Agreement, please contact us at legal@chakrahq.com.