1. When This Applies

This Service Level Agreement forms part of the Enterprise Agreement and applies only where an Order Form signed by AtoZAIx PRIVATE LIMITED expressly incorporates it. It does not apply to consumer passes, free accounts, trial or pilot deployments, or pre-release features.

Where the Order Form incorporates this document, the service credits in clause 6 are the Customer sole and exclusive financial remedy for a failure to meet a service level, except in the case of chronic failure under clause 11.

2. Definitions

3. Availability Commitment

Availability is measured against the AtoZAIx service health endpoint, and the resulting monitoring records are the primary reference for any credit calculation. AtoZAIx will share the relevant extract when a claim is made. Where the Customer holds its own evidence of an outage, clause 7 requires both records to be reviewed in good faith before a determination is finalised, so a gap in the AtoZAIx records does not defeat a well-evidenced claim.

A degradation short of unavailability, such as slower than usual response times, is a support matter under clause 8 rather than Downtime, unless it makes the Core Platform unusable in practice for all of the Customer Authorised Users.

4. AI Feature Availability

AI Generation is provided on a commercially reasonable efforts basis and is not covered by the commitment in clause 3 or by the service credits in clause 6. This is a structural limitation, stated plainly so it can be weighed before purchase:

• AI Generation depends on capacity supplied by a third-party model provider. When that provider throttles or is unavailable, generation fails irrespective of the state of the AtoZAIx platform.
• Capacity is shared across all customers. During an exceptional demand spike, generation requests may be rate-limited and asked to retry.
• Model providers may deprecate, change or restrict a model on notice periods AtoZAIx does not set.

When AI Generation is unavailable, the Core Platform remains available: learners can still sign in and continue with courses, study material and assessments already generated. AtoZAIx designs for that separation deliberately, so a model provider outage degrades the service rather than stopping it.

Where the Customer requires a contractual commitment on AI Generation availability, it can be negotiated in the Order Form against dedicated provisioned capacity, which is priced separately.

5. Excluded Downtime

The following are not counted as Downtime:

• Scheduled maintenance notified under clause 9, and emergency maintenance required to address a security vulnerability or imminent failure.
• Unavailability of AI Generation, which is governed by clause 4.
• Failure or degradation of a third-party platform on which the Service depends, including the cloud database, hosting and payment providers, where AtoZAIx has taken reasonable steps to mitigate.
• Factors outside the AtoZAIx network boundary, including the Customer internet connectivity, firewalls, proxies, DNS resolution, devices or browsers.
• Suspension permitted under the Enterprise Agreement, including suspension for non-payment or for security reasons.
• Acts or omissions of the Customer or its Authorised Users, including misconfiguration, exceeding agreed capacity, or use in breach of the Enterprise Agreement.
• Force majeure events as defined in the Enterprise Agreement.
• Beta, trial and pre-release features, and any feature the Order Form identifies as excluded.

6. Service Credits

Where the Monthly Uptime Percentage for the Core Platform falls below the commitment, the Customer may claim a credit against the Monthly Fee for the affected month:

Credits in any single month are capped at 30% of the Monthly Fee. Credits are applied against the next invoice, are not exchangeable for cash, and do not carry forward beyond the end of the Subscription Term. A credit is not payable where the account has undisputed fees overdue at the time of the claim.

7. Claiming a Credit

• Send the claim to support@atozaix.com within thirty days of the end of the affected month. A claim made after that window is not payable.
• Include the dates and times of the incidents, the users or groups affected, and any logs, error responses or screenshots available.
• AtoZAIx will acknowledge within two Business Days and respond with its determination, including the relevant monitoring extract, within fifteen Business Days.
• Where AtoZAIx monitoring differs from the Customer records, the parties will review both in good faith before the determination is finalised.

8. Support & Response Targets

Support is provided by email to support@atozaix.com during Business Hours. The figures below are targets for the first substantive response, not for resolution. Severity is assigned by AtoZAIx acting reasonably, after discussion with the Customer.

For an S1 incident, AtoZAIx will provide progress updates at reasonable intervals until the Core Platform is restored or a workaround is in place. Where the Order Form provides for a named contact or an out-of-hours escalation path, those arrangements are set out there and take precedence over this clause.

Support covers the Service as supplied. It does not cover the Customer own infrastructure, integrations built by the Customer, or advice on the accuracy or curriculum suitability of generated content, which remains the Customer editorial responsibility under the Enterprise Agreement.

9. Maintenance

Routine deployments are made without interruption to the Core Platform wherever possible. Where maintenance requires an interruption, AtoZAIx will give at least forty-eight hours notice, schedule it outside Business Hours in India where practical, and keep the window as short as the work allows.

Emergency maintenance may be carried out without notice where it is required to address a security vulnerability, a risk of data loss, or an imminent failure. AtoZAIx will notify the Customer as soon as reasonably practicable and explain what was done.

10. Backup & Continuity

• The primary database is backed up by the managed cloud platform, with daily automated backups and continuous point-in-time recovery enabled on the production instance. Daily backups are retained for 30 days.
• Contractual recovery point objective: 24 hours. Contractual recovery time objective: 8 hours, for a failure requiring restoration from backup.
• Restore drills are carried out quarterly in an isolated environment. A summary of the most recent drill is available under confidentiality on request.
• Backups are encrypted at rest and held in the same jurisdiction as the primary database.

The contractual objectives above are deliberately looser than the internal operational targets AtoZAIx works to, so that the commitment holds on a bad day rather than only on a good one. They are planning commitments, not additional service levels, and do not attract service credits.

11. Chronic Failure

If the Monthly Uptime Percentage for the Core Platform falls below 99.0% in each of three consecutive calendar months, or below 95.0% in any single calendar month, the Customer may terminate the affected subscription on thirty days written notice given within thirty days of the end of the qualifying month.

On such termination, AtoZAIx will refund prepaid fees for the unexpired portion of the Subscription Term. That refund, together with any accrued service credits, is the Customer full remedy for the chronic failure.

12. Changes to This SLA

AtoZAIx may update this Service Level Agreement on thirty days notice. Where an update would materially reduce the commitments, the version in force when the Order Form was signed continues to apply for the remainder of the then-current Subscription Term.