Service Level (SLA)

Effective Date: [Insert Date]

This Service Level Agreement ("SLA") outlines the service availability, performance metrics, and support obligations for the use of the PolarTie platform ("Service") provided by PolarTie, Inc. to its customers ("Customer").

1. Service Commitment

PolarTie commits to maintaining 99.9% monthly uptime for core platform services, including:
  • AI Agent functionality and knowledge systems
  • Live Agent routing and communication channels
  • Reporting and analytics dashboard
  • Customer portals and API access

Availability is calculated monthly and excludes scheduled maintenance and exceptions outlined in this SLA.

2. Support Response Times

PolarTie provides tiered response times based on issue severity:
Severity Level Description Initial Response Time
P1 – Critical Total outage; critical functionality failure Within 1 business hour
P2 – High Major feature disruption; degraded system Within 4 business hours
P3 – Medium Minor bugs; isolated feature performance Within 1 business day
P4 – Low General inquiries; usability suggestions Within 2 business days

Support is provided via email at global-support@polartie.com.

3. Maintenance & Platform Updates

  • Scheduled maintenance is communicated at least 48 hours in advance.
  • Maintenance occurs during off-peak hours to minimize impact.
  • AI model updates and platform improvements are applied seamlessly and typically require no customer action.

4. Service Credits

If PolarTie fails to meet the uptime commitment, affected customers are eligible for the following service credits, applied to future billing cycles:
Monthly Uptime Service Credit
99.0% – 99.89% 5% of monthly fees
95.0% – 98.9% 10% of monthly fees
Below 95.0% 25% of monthly fees

Service credits are granted upon written request and do not apply to outages caused by exclusions listed in Section 6.

5. Data Access, Retention & Deletion

  • Customers own all uploaded and generated content including documents, AI prompts, media, transcripts, and call metadata.
  • PolarTie does not retain deleted content. When data is removed by the customer (e.g., recordings, transcripts), it is permanently erased from all systems.
  • Upon account deletion, all associated customer data is immediately and irreversibly deleted.
  • Once personal or account data is deleted, there are no mechanisms for recovery. PolarTie does not keep copies or backups of deleted user data.

This policy ensures full compliance with data privacy regulations and customer ownership rights.

6. SLA Exclusions

The following do not count toward downtime for SLA purposes:
  • Internet or service disruptions caused by third-party providers
  • Misuse, unauthorized access, or configuration changes by the customer
  • Force majeure events (natural disaster, war, pandemic, etc.)
  • Scheduled maintenance with prior notification
  • Beta features or non-production environments

7. Escalation & Support Contacts

For urgent issues, email: global-support@polartie.com

Critical (P1) incidents are automatically escalated to engineering leadership and receive prioritized handling.

8. Updates to This SLA

PolarTie reserves the right to modify this SLA with 15 days' notice posted on the official website or via customer portal communication.