Definitions
The following capitalized terms will have the definitions set forth below:
- Force majeure is any event beyond Effy AI's control, including software/hardware issues, internet outages, natural disasters, governmental actions, wars, labor strikes, or pandemics.
- Normal Business Hours: 9 a.m. to 5 p.m. Central European Time, Monday through Friday, excluding holidays.
- Total Monthly Time (TMT): Total minutes in a calendar quarter minus Scheduled Downtime.
- Scheduled Downtime: Maintenance-related unavailability communicated 48 hours in advance. If exceeding two hours per week or six hours per month, the extra time counts as Unscheduled Downtime.
- Unscheduled Downtime (UDT): Time during which the Service is unavailable, excluding certain causes like Customer non-compliance, equipment issues, or Force Majeure.
- System Availability: A percentage calculated as (TMT - UDT) ÷ TMT.
System Performance
Effy AI will undertake commercially reasonable measures to ensure that System Availability equals or exceeds ninety-nine point five percent (99.5%) during each calendar month.
Customers may report Unscheduled Downtime at any time (“24x7x365”) by sending Effy AI an e-mail to support@effy.ai. During Normal Business Hours, Effy AI will exercise commercially reasonable efforts to respond to reports of Unscheduled Downtime within 30 minutes of each such report.
The Customer is responsible for maintaining and managing its networks, servers, software, and related equipment or services. This includes ongoing monitoring for malware, viruses, and security breaches. The Customer must also ensure its systems are properly configured according to Effy AI’s instructions to enable access to the Service’s features and functions.
Response Times
Effy AI aims to address and resolve issues based on the Priority Levels outlined below, within the specified timeframes. The classification of any issue will be made reasonably according to the provided definitions and determined solely at Effy AI’s discretion.
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For emergency assistance with Priority Level 1 issues, the Customer should email Effy AI Support at support@effy.ai, indicating the issue's Priority Level. A representative will make reasonable efforts to provide regular updates until the issue is resolved. If the issue cannot be resolved within the expected timeframe, Effy AI will provide a new estimated fix time, especially if more research or escalation is needed.
