Service Level Agreement
This Service Level Agreement (this "SLA") describes the support and response-time commitments for the Sattva services (the "Services") and is incorporated into the Sattva Subscription Agreement. Capitalized terms not defined here have the meanings given in the Subscription Agreement.
Last updated: June 15, 2026
Sattva will provide Customer with technical support for the Services during Business Hours in accordance with this SLA.
For all support inquiries other than Defects, Sattva will use commercially reasonable efforts to respond within two (2) Business Days.
Sattva will use commercially reasonable efforts to correct all Defects as reasonably necessary to operate the Services. Defects are reported by Customer and categorized by Sattva as Sev1, Sev2, Sev3, or Sev4 per the descriptions below. Sattva will use commercially reasonable efforts to meet the following first-response targets:
| Severity | First Response Time |
|---|---|
| Sev1 (Critical) | Within 4 Business Hours |
| Sev2 (Major) | Within 1 Business Day |
| Sev3 (Medium) | Within 3 Business Days |
| Sev4 (Low) | Within 5 Business Days |
"Business Days" means Monday through Friday, excluding U.S. federal and New York state holidays.
"Business Hours" means 9:00 a.m. to 6:00 p.m. Eastern Time on Business Days.
"Defect" means a failure of the Services to perform substantially in accordance with the Documentation. For the avoidance of doubt, any failure relating to internet-service-provider downtime, a Third-Party Product, or a third-party AI provider outage is not a Defect of the Services.
"Sev1" (Critical) means the Services are completely unavailable.
"Sev2" (Major) means a demonstrable Defect affecting a major, business-critical piece of functionality.
"Sev3" (Medium) means a demonstrable Defect in a non-critical feature operating below specification where a reasonable workaround is available.
"Sev4" (Low) means a demonstrable Defect that is a minor feature failure not materially impacting Customer operations.