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SUPPORT & SERVICE LEVEL TERMS (SLA)

Ourfirm.ai, Inc. Effective Date: October 23, 2025

These Support & Service Level Terms (“SLA”) are incorporated into the Terms of Service and apply to paid subscriptions and pilots unless expressly stated otherwise in a signed order.

1. Availability

  • Service Availability Target: 99.9% monthly uptime for the core web application, excluding SLA Exclusions (below).
  • Planned Maintenance: We may schedule maintenance with advance notice to admin contacts. Typical window: late evening U.S. time; we aim to limit downtime to under one hour.
  • Status: Incident and maintenance updates will be posted to our designated status channel or via admin email.

2. SLA Exclusions

Downtime does not include: (a) force majeure events; (b) emergency security actions; (c) issues caused by networks, equipment, or software not controlled by Ourfirm.ai; (d) customer breaches of the Terms or AUP; (e) sandbox, beta, or evaluation features; or (f) third-party outages outside our reasonable control.

3. Support

  • Channels: Email support@ourfirm.ai.

  • Hours: Monday–Friday, 9:00–19:00 U.S. Eastern Time (excluding U.S. federal holidays).

  • Severities & Targets (during support hours):

    • P1 – Critical Impact (service down or data-access failure): Acknowledgment ≤ 1 hour; status updates ≤ 2 hours until mitigated.
    • P2 – Major Impact (materially degraded functionality; no workaround): Acknowledgment ≤ 4 hours; progress updates daily.
    • P3 – Minor Impact/How-To: Acknowledgment ≤ 1 business day.

We make commercially reasonable efforts to respond outside support hours for P1.

4. Credits

During pilots and free evaluations, no credits apply. For paid subscriptions, we may (at our discretion) offer service credits for verified material failure to meet the Availability Target, provided you request a credit within 30 days of the incident and your account is in good standing. Credits (if issued) are applied to future invoices and are the sole and exclusive remedy for availability issues.

5. Security and Incident Notice

Security commitments, vulnerability remediation targets, and breach-notification timelines are governed by the Security Addendum. We will coordinate incident communications with your designated admin contact(s).

6. Changes

We may update this SLA to reflect improvements to the Services or support model. Material reductions will be announced in advance to admin contacts.