Service Level Policy

1. Scope

The following describes the service levels to be met by Robobai for the Subscription.

2. Platform Availability

Robobai intends that the Platform should be available 24 hours a day, seven days a week. However, it is possible that on occasions the Platform may be unavailable to permit maintenance or other development activity to take place.

Robobai does not warrant that the use of the Platform will be uninterrupted or error free. Particularly, the operation and availability of the systems used for accessing our Platform, including public telephone services, computer networks, web browsers and the Internet, can be unpredictable and may from time to time interfere with or prevent access to the Platform. Robobai is not in any way responsible for any such interference or prevention of Subscriber access or use of the Platform.

3. Platform Uptime

The intended Platform Uptime is 99%.

The following events will be excluded in calculating Uptime SLA:

1. Maintenance Activities or Updates: which are described under Technical Support.
2. Emergency Maintenance: required to address an exigent situation with the Platform that if not addressed on an emergency basis could result in material harm to the Platform.
3. Circumstances beyond Robobai’s reasonable control: including without limitation, unavailability due to the Subscriber or its Users’ acts or omissions, an Excusable Event, Internet service provider failures or delays, failure or malfunction of equipment or systems not belonging to or controlled by Robobai.

Robobai reserves the right to perform Maintenance Activities and Updates if circumstances require, and Robobai will provide prior notice to the Subscriber before doing so.

4. Platform Recovery Time Objective and Recovery Point Objective

SLP v04 13.03.2023