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SLA (Service Level Agreement)

Last updated on May 22, 2026

Version 1.0 — Last updated: 2026

This Service Level Agreement (“SLA”) forms part of the commercial agreement between Ask‑Innovation (“Provider”) and the Customer (“Client”) regarding the use of the Ask‑Innovation Platform and its CXaaS services.

This SLA defines the service levels, availability commitments, support processes, and performance obligations applicable to the Services.

1. Scope of the SLA

This SLA applies to:

  • the Ask‑Innovation SaaS Platform

  • AI agent orchestration services

  • omnichannel communication modules

  • workflow automation engine

  • APIs and integrations

  • CXaaS managed services (when subscribed)

This SLA does not apply to:

  • beta features

  • free plans

  • third‑party systems or integrations outside Ask‑Innovation’s control

2. Service Availability

2.1 Uptime Commitment

Ask‑Innovation commits to a monthly uptime of:

99.5% for the SaaS Platform

99.0% for omnichannel connectors (email, chat, social, WhatsApp, SMS, voice)

99.9% for core infrastructure (hosting, storage, networking)

Uptime is calculated monthly, excluding:

  • scheduled maintenance

  • force majeure events

  • outages caused by third‑party providers (telecom, social networks, messaging APIs, CRM/ERP/POS systems)

  • Customer-side issues (network, configuration, misuse)

2.2 Scheduled Maintenance

Ask‑Innovation may perform maintenance:

  • with 48 hours’ notice for planned maintenance

  • outside peak business hours when possible

  • with minimal service disruption

Emergency maintenance may occur without notice when required for security or stability.

3. Support Services

3.1 Support Channels

Support is available through:

  • email: support@ask‑innovation.com

  • in‑platform ticketing

  • optional premium support (phone, Slack, dedicated CSM)

3.2 Support Hours

Standard support:
Monday to Friday, 9:00–18:00 CET (business days)

Premium support (optional):
24/7 critical incident coverage

4. Response Times

Ask‑Innovation commits to the following initial response times:

Severity Level Description Response Time
Critical (P1) Platform unavailable, major outage, no workaround < 1 hour
High (P2) Degraded performance, partial outage, workaround exists < 4 hours
Medium (P3) Functional issue, non‑blocking < 1 business day
Low (P4) Minor issue, cosmetic, general questions < 2 business days

Resolution times depend on complexity and may involve third‑party providers.

5. CXaaS Managed Service Commitments

(Applicable only if the Customer subscribes to CXaaS)

Ask‑Innovation commits to:

  • monitoring AI agent performance

  • supervising escalations to human agents

  • ensuring workflow continuity

  • maintaining response quality and brand tone

  • providing monthly performance reports

Optional add‑ons:

  • dedicated CX manager

  • custom QA scoring

  • multilingual support

  • extended coverage hours

6. Performance Metrics

Ask‑Innovation monitors:

  • message delivery success rate

  • AI agent accuracy and confidence thresholds

  • workflow execution success

  • API latency and throughput

  • error rates and anomaly detection

These metrics are shared with the Customer upon request or via dashboards.

7. Incident Management & Escalation

7.1 Incident Handling

Incidents are classified by severity (P1–P4).
Ask‑Innovation will:

  • acknowledge the incident

  • investigate root cause

  • provide updates at reasonable intervals

  • implement corrective actions

7.2 Escalation Path

  1. Support team

  2. Technical lead / engineering

  3. CTO

  4. Executive management (for critical unresolved issues)

8. Exclusions

This SLA does not cover:

  • issues caused by Customer misuse or misconfiguration

  • failures of third‑party systems (social networks, telecom, CRM/ERP/POS, messaging APIs)

  • internet connectivity issues outside Ask‑Innovation’s infrastructure

  • beta or experimental features

  • force majeure events (see Section 11)

9. Service Credits

If uptime falls below the guaranteed levels, the Customer may request service credits:

Monthly Uptime Credit
< 99.5% 5% of monthly fee
< 99.0% 10% of monthly fee
< 98.0% 20% of monthly fee

Conditions:

  • credits must be requested within 30 days

  • credits apply to future invoices only

  • credits do not apply to usage‑based fees

Service credits are the sole remedy for SLA breaches.

10. Security & Compliance

Ask‑Innovation commits to:

  • encryption in transit and at rest

  • multi‑tenant isolation

  • strict access control

  • audit logs

  • regular penetration testing

  • GDPR compliance (as Data Processor)

A full Data Processing Agreement (DPA) is available.

11. Force Majeure

Ask‑Innovation is not liable for failures caused by events beyond reasonable control, including:

  • natural disasters

  • war, terrorism

  • large‑scale internet outages

  • failures of upstream providers

  • government restrictions

12. SLA Modifications

Ask‑Innovation may update this SLA for legal, technical, or operational reasons.
Customers will be notified of significant changes.

13. Contact

Ask‑Innovation
SAS — France
Email: support@ask‑innovation.com
Legal: legal@ask‑innovation.com