1. Introduction
This Service Level Agreement ("SLA") between Starbuzz.ai and the User defines the service standards and availability commitments for the Starbuzz.ai platform.
2. Service Availability
Starbuzz.ai commits to a monthly uptime of 99.5% for its platform. This excludes planned maintenance periods which will be communicated in advance.
3. Service Outages
- Planned Outages: Starbuzz.ai will provide at least 48 hours' notice for any planned maintenance or updates.
- Unplanned Outages: In the case of unplanned outages, Starbuzz.ai will strive to restore service as soon as possible and will keep users informed of the progress.
4. Support
- Support Channels: Users can reach out via contact@starbuzz.ai.
- Response Times: Starbuzz.ai commits to responding to all support queries within 12 hours. For high severity issues, the response time is 4 hours.
5. Data Backup
Starbuzz.ai will back up User data on a daily basis and retain backups for a period of 30 days.
6. Compensation for Downtime
Should Starbuzz.ai fail to meet the uptime commitment (excluding planned outages and factors outside Starbuzz.ai's control), affected users will be eligible for a 10% discount on their next billing cycle.
7. Governing Law & Jurisdiction
This SLA is governed by the laws of India. Disputes arising out of this SLA will be subject to the exclusive jurisdiction of courts in Hyderabad, India.
