SoftwareValue.ai commits to providing the Service with the following availability and support commitments for Enterprise Customers:

SoftwareValue.ai will use commercially reasonable efforts for paid customers to make the Service available 99.9% of the time, measured monthly, excluding scheduled maintenance and force majeure events. Force majeure includes but is not limited to outage of 3rd party APIs such as that of Large Language Models.

Scheduled maintenance will be communicated to paid customers at least 24 hours in advance and will typically occur during low-usage hours.

Support is available via email at val@softwarevalue.ai.

​

• Critical (Service down): Response within 4 business hours

• High (Major issue, no workaround): Response within 8 business hours

• Medium (Issue with workaround): Response within 1 business day

• Low (Minor issues, general inquiries): Response within 2 business days

If the Service uptime falls below 99.9% in a given month, Enterprise Customers may be eligible for service credits, not exceeding 5% of the monthly subscription fee for that month.

This SLA does not apply to performance issues caused by:

• Force majeure events

• User misuse or configuration errors

• Issues with third-party services beyond SoftwareValue.ai’s control