Service Level Agreement

Version 2.3 — Effective 1st April 2026

AI-Assisted Support: All Enterprise Bot support channels operate with an AI + Human in the loop model. Initial triage, response drafting, and knowledge retrieval are AI-assisted, with human agents reviewing, escalating, and resolving all matters. This ensures faster first response while maintaining quality and accountability at every tier. 

1. Key Definitions

The following definitions apply throughout this Service Level Agreement:

2. Service Level Commitments

Enterprise Bot's uptime targets and credit structures vary by support package:

Medium and Large Package customers must report issues within 15 days and submit credit claims within 15 days of receiving uptime reports.

3. Support Tier Responsibilities (L1 / L2 / L3)

Support responsibilities are allocated across three tiers. The party responsible for L1 and L2 depends on whether a Reseller is engaged:

Where a Reseller is engaged: the Reseller is responsible for L1 and L2 Support. Enterprise Bot provides L3 / Product Support only. Where no Reseller is in place: Enterprise Bot assumes L1, L2, and L3 responsibilities directly under the applicable support package.

3.1 Level 1 Support (L1)

"Level 1 Support" means the first line of support for standard operational and user-related issues. L1 Support shall include, at a minimum:

• receiving, logging, categorising, and acknowledging support requests from end customers;
• serving as the primary point of contact for the end customer for all routine support matters;
• handling basic user assistance, including guidance on standard product usage, navigation, access, and known features;
• performing initial troubleshooting using available documentation, knowledge base articles, runbooks, and standard diagnostic procedures;
• verifying whether an issue is caused by user error, configuration input, permissions, connectivity, or other basic environmental factors;
• resolving routine and repeatable issues that do not require code changes, product fixes, or advanced platform investigation;
• collecting all relevant information needed for escalation, including screenshots, logs, timestamps, impacted users, replication steps, and severity assessment;
• communicating status updates to the end customer; and
• escalating unresolved issues to Level 2 Support in a timely manner where the issue cannot be resolved through standard first-line procedures.

L1 Support does not include source code analysis, bug fixing, database intervention, infrastructure changes, or any activity requiring direct involvement of Enterprise Bot's engineering team unless expressly agreed otherwise in writing.

3.2 Level 2 Support (L2)

"Level 2 Support" means the second line of support for advanced functional, technical, and configuration-related issues that cannot be resolved by Level 1 Support. L2 Support shall include, at a minimum:

• investigating escalated incidents and service requests received from Level 1 Support;
• performing deeper troubleshooting and root-cause analysis relating to application configuration, integrations, workflows, environments, and deployment-specific setup;
• resolving non-routine issues requiring product expertise, technical analysis, or advanced configuration knowledge, but not requiring changes to the core Enterprise Bot product codebase unless separately agreed;
• validating and reproducing reported issues before escalation to Enterprise Bot;
• implementing permitted configuration corrections, workflow adjustments, and other changes within the scope of the agreed solution design;
• coordinating with third-party vendors, customer IT teams, telephony providers, CRM providers, or other interfaces where the issue relates to the implementation environment;
• determining whether an issue should be escalated to Enterprise Bot as L3 / Product Support, and where so escalated, providing Enterprise Bot with a complete incident package including technical findings, logs, severity, business impact, and actions taken; and
• retaining responsibility for ongoing communication and case ownership vis-à-vis the end customer unless otherwise agreed.

L2 Support does not include fixes to defects in the standard Enterprise Bot product, core platform engineering changes, or product roadmap enhancements — these remain the responsibility of Enterprise Bot.

3.3 Level 3 / Product Support (L3) — Enterprise Bot

Enterprise Bot is responsible for third-line and product-level support relating to:

• verified defects in the standard Enterprise Bot product;
• issues requiring access to, or modification of, the core platform codebase;
• platform-level incidents affecting the Enterprise Bot service; and
• product patches, bug fixes, and technical guidance where the matter has been properly escalated after completion of L1 and L2 triage.

3.4 General Principles

• Where a Reseller is engaged, the Reseller shall remain responsible for L1 and L2 Support to the end customer unless otherwise expressly agreed in writing for a specific deal.
• The exact operational split, coverage hours, escalation timelines, and any exceptions may be further specified in the applicable order form, statement of work, support schedule, or customer-specific agreement.
• Unless otherwise agreed, Enterprise Bot shall not provide direct support to the end customer where a Reseller is in place, and shall interface through the Reseller for all L3 matters.

4. Severity Level Definitions

Enterprise Bot uses four severity levels (P1–P4). All P1–P4 issues are eligible for support under every package.

5. Support Response Times

The following response times apply to issues raised directly with Enterprise Bot support (i.e. after L1 and L2 triage has been completed where applicable). All support channels are AI-assisted with AI + Human in the loop handling.

Small Package

Channel: Email only.

Note: Response times for the Small Package are based on support availability and are not guaranteed under this Agreement. Customers on the Small Package are encouraged to upgrade to Medium or Large for committed response times.

Response vs. Resolution: SLA credits under this Agreement are based exclusively on Initial Response times. Target Resolution times are provided as a best-effort guide only and are not subject to service credits, as resolution may depend on factors outside Enterprise Bot's control (including third-party integrations, customer or Reseller environment issues, and the time required for L1/L2 triage).

Medium Package — Business Hours (9AM–5PM CET, Monday–Friday)

Channels: Email and web portal. AI-assisted triage with human follow-up.

Large Package — 24 × 7 × 365

Channels: Phone, email, and web portal. AI-assisted triage with dedicated human escalation path.

Service credits apply to Initial Response time failures only. A 15% credit is issued when Initial Response targets are missed three or more times in a calendar month for Medium or Large Package customers. Target Resolution times are best-effort and are not grounds for service credits.

6. Escalation Path

All support issues must follow the escalation path below before Enterprise Bot L3 support is engaged:

7. Exclusions

The commitments in this Agreement do not apply to service degradation or unavailability caused by:

• scheduled maintenance windows communicated in advance;
• force majeure events or circumstances beyond Enterprise Bot's reasonable control;
• acts or omissions of the Customer, Reseller, or any third party;
• use of the Services in a manner inconsistent with Enterprise Bot's documentation or instructions;
• issues within the Customer's or Reseller's own infrastructure, network, or systems; or
• beta or preview features not covered under the standard service commitment.