1. general 

monada.ai provides 99.9% uptime commitment for the Core Service as well as some priority support features to its Enterprise Plan (and above) customers, who are current on their payment obligations, as further indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).

All capitalized terms not otherwise defined in this SLA are as set forth in monada.ai’s Terms of Service or such other agreement executed between the Parties, as the case may be (each shall be referred to herein as the “Agreement”).

2. access to customer success services

The Enterprise Plan includes access to customer success services to assist with the Service deployment, adoption and utilization, consulting, sharing advice and guidance related to optimizing Customer’s use of the Service.

3. support channels

3.1.   All monada.ai support channels are available 24 hours per day, 7 days a week, 365 days a year.

3.2.   Email support – monada.ai support team can be contacted through the contact form available at monada.ai website or via the support email: support@monada.ai. Please make sure to contact us via your email registered with your Enterprise Account.

4. error response time

4.1.   Errors should be reported by Customer to monada.ai through any of the support channels listed above. An “Error” means any incorrect functioning of the Service that is reproducible, and which results in the failure of the Service to operate in full compliance with the functionalities set forth in the documentation. monada.ai shall define the severity classification of the reported Error and shall respond to the Error according to the response time set forth in the list below:

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