For: APAutomated.ai
Effective Date: 01/01/2025
This Service Level Agreement (“SLA”) outlines the service levels, availability, support commitments, and responsibilities applicable to the use of the APAutomated.ai platform (“Service”).
Service Commitment
For eligible cloud products, APAutomated.ai must provide 99.9% monthly uptime percentage to the Customer subject to exclusions in Section 7.
Uptime Guarantee: 99.9% per calendar month
Service Scope
This SLA applies to:
- Web-based access to the APAutomated.ai platform
- Invoice ingestion (PDF/email/API)
- PO and invoice matching engine
- Approval workflows
- Reporting dashboards
- ERP integrations
- Technical support
Service Availability
Service Component | Availability |
Web Application | 24/7 |
API Access | 24/7 |
Customer Support | Mon–Fri, 09:00–23:00 (GMT) |
Scheduled Maintenance | Sundays 01:00–04:00 GMT |
We will notify customers at least 48 hours in advance of a scheduled maintenance.
Incident Response Times
Severity | Description | Response Time | Resolution Time |
Critical | Platform unavailable or major service outage. The working of the software is so severely impacted that the customer cannot continue work. This would be handled at the highest priority until the customer is given a fix or a workaround. | 1 hour | 4 hours |
High | Major function not working (e.g. invoice ingestion failure). Important product features are unavailable or are functioning with limited capabilities or periodic interruptions. The software may be working but with severe restrictions. | 2 hours | 8 hours |
Medium | Non-critical functionality issue. Some users are facing system or business application problems but can continue doing work. | 4 hours | 2 business days |
Low | Minor UI bugs or enhancement requests | 1 business day | Next release cycle |
Tickets must be submitted via our support portal or email: support@apautomated.ai
Support Channels
📧 Email Support: support@apautomated.ai
📞 Phone Support: Enterprise plans only (on request)
Customer Responsibilities
To ensure optimal service delivery, customers must:
- Maintain secure access credentials.
- Provide accurate contact information for escalations.
- Use the service in accordance with our Terms of Use.
- Report issues with sufficient detail for resolution.
- Cooperate with support teams when diagnosing issues.
Exclusions
This SLA does not apply to issues resulting from:
- Customer’s misuse, misconfiguration, or network errors.
- Customer Data or Customer Materials
- Force Majeure events (e.g., natural disasters, war, pandemics) or other factors out of APAutomated.ai’s reasonable control
- Third-party services not controlled by APAutomated.ai
- Scheduled or emergency maintenance (when prior notice is given)
Service Credits
If APAutomated.ai fails to meet the 99.9% uptime SLA, you may request Service Credits:
Monthly Uptime | Credit Percentage |
< 99.9% – ≥ 99.0% | 1% of monthly fee |
< 99.0% – ≥ 90.0% | 5% of monthly fee |
< 90.0% | 8% of monthly fee |
To claim credit, notify us in writing within 10 business days of the incident. Service credits will only be applied against future dated invoices.
Term and Termination
This SLA remains in effect as long as you have an active subscription or usage agreement with APAutomated.ai. It may be revised with a 30-day notice.
Governing Law
This SLA shall be governed by and construed under the laws of Ireland, and any disputes shall be subject to the courts in Dublin, Ireland.
Any dispute, controversy, or claim arising out of or in connection with this Agreement, or the breach, termination, or validity thereof, shall be resolved by binding arbitration, which shall be conducted in accordance with the Arbitration Rules of the Irish Arbitration Act 2010 or any other applicable laws in force in Ireland at the time the dispute arises.
Agreement
By using the APAutomated.ai platform, you acknowledge and agree to the terms and conditions of this Service Level Agreement.