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SLA and Support Policy

METADAT-AI LTD

Service Level Agreement and Support Policy

Version 1.4 | October 2026

Published at: https://www.metadat-ai.com/legal/policies/sla

This Service Level Agreement and Support Policy ("Policy") forms part of the Customer Terms (www.metadat-ai.com/legal/customer-terms) between METADAT-AI LTD (company number 17486598) ("Metadat-AI", "we") and the Customer, and sets out Metadat-AI's service targets and support for the Platform and the Services. It is a Living Document under section 13 of the Standard Legal Terms and is governed by the law and jurisdiction provisions of the Customer Terms. Terms defined in Part 1 of the Master Definitions Schedule (including Business Day and Business Hours) have the same meanings here.

1. Definitions

In this Policy:

  • "Incident" means an unplanned interruption to, or reduction in the quality of, the Services.

  • "Scheduled Maintenance" means planned maintenance or updates to the Platform, including work in the standard maintenance window in section 2.3.

  • "Support Request" means a request submitted to Metadat-AI for assistance with the Services via the designated support channel.

2. Platform Availability

2.1 Availability target

Metadat-AI aims to make the Platform available during Business Hours. The Platform is not designed as a business-critical system, and Metadat-AI does not guarantee any uptime percentage or continuous, uninterrupted or error-free access.

2.2 No service credits

No service credits or other financial remedies are payable for unavailability, degraded performance or failure to meet any target in this Policy, and all fees remain payable, except as this clause provides. The Customer may terminate the affected Order Form by written notice only if the Platform services that Metadat-AI hosts or operates have been unusable for the Customer's normal business use during Business Hours for most of each of three consecutive calendar months, and the failure remains unresolved 60 days after the Customer's written notice describing it. This right does not apply to failures caused by the Customer's own hardware, network, storage or other systems (including a Customer-Hosted Deployment), Scheduled Maintenance, suspension under the Customer Terms, a Force Majeure Event or the Customer's breach. On such termination, Metadat-AI refunds the prepaid fees for the affected Licensed Models for the unused part of the commitment (in the reseller channel, to the Reseller). That termination and refund are the Customer's sole and exclusive remedy for any availability or support failure.

2.3 Scheduled Maintenance

Metadat-AI's standard maintenance window is every Saturday and Sunday and every Monday from 17:00 to 20:00 UK time, and work in that window needs no notice. For other planned maintenance, Metadat-AI aims to give at least 48 hours' notice and to work outside Business Hours where practicable. Emergency maintenance may take place without notice. Scheduled Maintenance is excluded from any availability measurement.

3. Monitoring and Incident Notification

Metadat-AI aims to monitor the Platform during Business Hours and to notify affected Customers of material Incidents by status page or email. Metadat-AI is a small team and does not provide on-call, out-of-hours or weekend support; Support Requests received outside Business Hours are reviewed on the next Business Day.

4. Support Services

4.1 Support tiers

Metadat-AI provides third-line support only:

  • First and second-line support (first contact, diagnosis and workarounds) is provided by the reseller for reseller-channel customers and by the Customer's own helpdesk for direct customers.

  • Metadat-AI investigates Incidents that cannot be resolved at first or second line.

  • Issues arising from third-party software, services or integrations are outside scope, although Metadat-AI may help at its discretion.

4.2 Support channel

Support Requests must be submitted through the support portal or email address notified to the Customer; there is no telephone support. Reseller-channel customers contact their reseller, which escalates to Metadat-AI. Contractual notices about this Policy go to legal@metadat-ai.com.

4.3 Information required

The Customer must give enough information to reproduce or describe the issue (for example logs, screenshots, error messages and the steps taken). Metadat-AI need not investigate a Support Request without it.

5. Incident Priority and Response

Metadat-AI assigns each Incident a priority level at its reasonable discretion and aims to respond within the target times below, measured from receipt of a complete Support Request during Business Hours. The targets are for initial response only. They are not guarantees, no resolution time is committed, and missing a target is not a breach of this Policy. Defined response commitments are available only under a separate written agreement, by Quote.

Priority Description Target initial response
P1 - Critical Platform entirely unavailable; all Customers unable to access core functions. Data loss or security breach in progress. 1 Business Day
P2 - High Significant degradation of core functions affecting multiple Customers; no workaround available. 3 Business Days
P3 - Medium Partial or intermittent degradation; workaround exists. Single-Customer functional issue. 5 Business Days
P4 - Low General enquiry, minor cosmetic issue, or feature request. No material impact on operations. 10 Business Days

6. Exclusions

The targets in this Policy do not apply to Incidents caused by, or to:

  • any act or omission of the Customer, its reseller or Authorised Users, including misconfiguration, misuse or failure to follow the Documentation;

  • the Customer's own IT infrastructure, network, hardware, or third-party services (including internet connectivity and cloud hosting services not operated by Metadat-AI);

  • third-party integrations, APIs, or software used by or on behalf of the Customer in connection with the Services;

  • any modification or customisation of the Services made by or on behalf of the Customer without Metadat-AI's written approval;

  • a Force Majeure Event;

  • Scheduled Maintenance;

  • planned capacity upgrades or infrastructure migrations of which the Customer has been given advance notice;

  • the Customer's failure to apply security updates or patches notified by Metadat-AI;

  • failures of upstream cloud, AI model or data providers outside Metadat-AI's reasonable control;

  • features designated "beta", "preview", "experimental" or "early access", which are provided as is;

  • the development, demonstration and trial environment (used for Trials and demonstrations), which is not a production service; and

  • customer-hosted deployments (any part of the Platform running on hardware not operated by Metadat-AI), for which the party providing the hardware is responsible for uptime, maintenance, security patching and re-registration with Metadat-AI's services; Metadat-AI only aims to keep its cloud endpoints and registration services available during Business Hours.

7. Limitation of Liability

Liability under this Policy is subject to the exclusions and caps in the Customer Terms.

8. Customer Obligations

The Customer must:

  • keep its contact details and Authorised User lists up to date;

  • apply security updates and patches notified by Metadat-AI promptly;

  • ensure that Authorised Users use the Services in line with the Customer Terms and the Acceptable Use Policy; and

  • respond promptly to Metadat-AI's requests for information about an Incident.

METADAT-AI LTD | Company No. 17486598 | https://www.metadat-ai.com/legal/policies/sla