Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes how Fetch AI ("Company," "we," "us," or "our") works to keep ASI:One ("Service") available and supported. It explains our availability commitment, how we handle planned maintenance, the circumstances outside our control, and the support response targets you can expect.

This SLA supplements, and is governed by, our Terms of Service. Capitalized terms that are not defined here have the meaning given to them in the Terms of Service.

2. Scope of This Agreement

This SLA applies to the ASI:One service across our mobile applications, web application, and model services, together with their related online services. Individual and free plans are covered by the availability commitment and support targets described below on a commercially reasonable efforts basis.

Enterprise and business customers may receive additional, contractually committed service levels, including a defined availability target and priority support, under a separate written agreement. See Enterprise Service Level Agreements below.

3. Service Availability

We are committed to keeping ASI:One highly available and use commercially reasonable efforts to make the Service available 24 hours a day, 7 days a week, excluding planned maintenance and circumstances beyond our reasonable control (described in sections 5 and 6).

ASI:One runs on managed, industry-standard cloud infrastructure with redundancy and continuous monitoring, and we continue to invest in the resilience of that infrastructure. As we complete that work, we will publish a specific target availability figure on this page.

Enterprise and business customers can obtain a defined, contractually committed availability target today under a separate agreement, as described in section 8.

4. Service Status and Incident Communication

When an incident affects the Service, our goal is to keep you informed clearly and promptly. We communicate service status and incident updates through in-product notifications and, for material incidents, by email to affected customers.

You can request the current status of the Service at any time by contacting us at info@asi1.ai.

5. Planned Maintenance

From time to time we need to perform maintenance, upgrades, or improvements that may temporarily interrupt or degrade the Service. Where maintenance is expected to cause a noticeable interruption, we will:

• Provide advance notice through in-product notifications or email where practical
• Aim to schedule maintenance during lower-usage periods to reduce impact
• Work to complete maintenance as quickly and safely as possible

Planned maintenance, and any emergency maintenance we reasonably determine is necessary to protect the security, integrity, or stability of the Service, do not count as downtime for the purposes of any availability commitment.

6. Exclusions and Circumstances Beyond Our Control

Our availability commitment does not apply to any unavailability, interruption, or degradation of the Service that results from:

• Planned or emergency maintenance, as described in section 5
• Circumstances beyond our reasonable control, including an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem, internet or network service provider failure or delay, or denial of service attack
• Failures, changes, or outages of third-party services or infrastructure that the Service depends on, including third-party artificial intelligence model providers and cloud providers
• Your equipment, software, network connectivity, or other technology outside our control, or use of the Service in a way not permitted by the Terms of Service
• Suspension or termination of your access in accordance with the Terms of Service, or your failure to pay applicable fees
• Features or services identified as beta, preview, experimental, or otherwise not generally available

7. Support and Response Times

We provide support to help you get the most out of ASI:One. The target initial response times below describe when you can expect a first substantive response from our team. They are targets, not guarantees, except where a contractually committed response time is set out in a separate enterprise agreement.

You can reach our team at any time by emailing info@asi1.ai. Business hours are measured in the United Kingdom, excluding weekends and public holidays.

9. Data Protection and Security

Our commitments regarding the security of the Service and the protection of your personal information, including the technical and organizational measures we apply and how we handle security incidents, are described in our Privacy Policy. Enterprise customers may also enter into a separate data processing agreement that sets out these obligations in more detail.

10. Changes to This Agreement

We may update this SLA from time to time. When we make material changes, we will update the "Effective date" above and, where appropriate, provide additional notice. Your continued use of the Service after an update means you accept the revised SLA. Where you have a separate written enterprise agreement, the service levels in that agreement control to the extent they conflict with this page.

11. Contact Us

If you have any questions about this SLA or the availability of the Service, please contact us at:

Email: info@asi1.ai