Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") is a part of our Terms and Conditions and describes our commitment to providing a reliable and available service. This SLA applies to all paying customers of the FireVision Service.

2. Definitions

• "Service" refers to the FireVision AI-powered fire and smoke detection platform, including the processing of video feeds and the dispatch of alerts.
• "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during a calendar month in which the Service was in a state of Downtime.
• "Downtime" is the total accumulated minutes during a calendar month where the core functionality of the Service (video processing and alert generation) is unavailable. Downtime does not include periods of unavailability defined in the Exclusions section below.
• "Service Credit" is a monetary credit, calculated as a percentage of the total subscription fees paid by you for the month in which the Downtime occurred.

3. Service Commitment: 99.9% Uptime

FireVision is built upon a robust, multi-cloud infrastructure leveraging industry-leading providers like Vercel and Vultr to ensure high availability. We commit to a 99.9% Monthly Uptime Percentage for the Service.

If we do not meet this commitment, you will be eligible to receive a Service Credit as described below.

4. Service Credits

Service Credits are your sole and exclusive remedy for any failure by us to meet the uptime commitment.

5. SLA Exclusions

This SLA does not apply to any performance or availability issues:

• Caused by factors outside of our reasonable control, including any force majeure event, internet access, or problems beyond the demarcation point of the FireVision network.
• Resulting from your equipment, software, or other technology, including but not limited to your CCTV cameras, local network, or internet service provider.
• Resulting from your failure to adhere to any required configurations, use the Service in accordance with our documentation, or comply with our Acceptable Use Policy.
• Caused by Scheduled Maintenance.
• Resulting from the failure of third-party notification services (e.g., SMS or call providers) if email notifications were successfully dispatched.

6. Scheduled Maintenance

To ensure the security and reliability of the Service, we may need to perform maintenance. We will provide at least 48 hours' notice for standard maintenance and will aim to perform it during off-peak hours (00:00 - 04:00 UK time). Urgent security maintenance may be performed with shorter notice. Downtime during Scheduled Maintenance is not included in the Monthly Uptime Percentage calculation.

7. Support Response Times

We are committed to providing timely support. Our target response times for support inquiries submitted via our official channels are as follows:

• Critical: (Service is down) - 1 Hour
• High: (Service is impaired) - 4 Business Hours
• Normal: (General inquiries) - 24 Business Hours

"Business Hours" are defined as 9:00 AM to 5:00 PM UK time, Monday through Friday.

8. Claim Process

To receive a Service Credit, you must submit a claim by emailing us at sla-claims@firevision.uk. To be eligible, the claim must be received by us by the end of the second calendar month following the month in which the incident occurred and must include:

• The words "SLA Credit Request" in the subject line.
• The dates and times of each Downtime incident you are claiming.
• Your account information and logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

We will use our system monitoring data as the ultimate source of truth for determining Monthly Uptime Percentage.