“Response time” means the time starting on the moment a service request is logged and ending on the moment AI-GUST has acknowledged receipt of the service request. Such acknowledgment may also be provided by automatic means;

“Resolution time” means the time starting at the end of the Response Time and ending when a solution (being a Workaround or permanent fix) is provided;

“Misuse” means any (i) use of the SaaS-platform otherwise than in accordance with the Terms or any other written instructions provided by AI-GUST; (ii) modification or change of the SaaS-platform; (iii) use of non-current releases and/or updates of the SaaS-platform; (iv) problems caused to the SaaS-platform by Data or by using the SaaS-platform in connection with or by otherwise combining or merging the SaaS-platform with any (third party) hardware, products or software not authorised in writing by AI-GUST, or any other use contrary to the Terms.

In the event an Error is encountered during the usage of the SaaS-platform, AI-GUST shall use commercially reasonable efforts to provide a resolution or Workaround in accordance with the service levels set forth in this Service Level Agreement. 

The Customer acknowledges and agrees that any of the following errors or other incidents are out-of-scope (meaning that they are not included in the service levels): (i) errors caused by any Misuse; (ii) errors related to malfunctioning of third party APIs; (iii) errors related to works developed under the Agreement (if any); (iv) errors caused by non-supported data formats; (v) errors caused by the malfunctioning of hardware, firewalls, network services (whether or not internally with the Customer) or any Third Party products, software, hardware, infrastructure or services; and/or (vi) any other errors not caused by or related to the SaaS-platform. AI-GUST shall, in good faith and in its sole discretion, determine whether or not an alleged Error constitutes such error.

You may request AI-GUST to provide support services in relation to out-of-scope Errors, as described in clause 2.2 and AI-GUST may decide – in its sole discretion – to provide such services at its then-current Professional Services-rates. In such case, the service levels and priority levels specified in this Agreement shall not apply.

If the Customer or any of the Users encounters an Error, the designated SPOC shall first review and assess the Error. If such assessment shows that the Error is not an out-of-scope Error, a support request may be sent by the SPOC to AI-GUST.

Designated SPOCs may notify an Error to AI-GUST by logging a ticket via the aiGust platform/by sending an email to support@ai-gust.io or via the applicable support channels (as communicated by AI-GUST to the Customer from time to time and shall specify any relevant details related to the Error.

Support Services shall be accessible and operational during business hours.

Support Services shall be provided in Dutch, French and English.

The Customer shall provide all reasonable assistance and information that AI-GUST may require in order to reproduce, respond to and/or address the Error discovered or reported to 15AI-GUST, including provision by the Users of remote access to their desktops (if deemed necessary).

In the event AI-GUST is, in accordance with clause 3 of this Service Level Agreement, notified of an Error, AI-GUST will prioritise and provide a resolution or Workaround (to the extent possible), in accordance with the service levels and priority levels set forth in the table below.