This SLA describes support, availability targets, incident handling, and related service levels for the Uncapt Reasoning Platform (the "Platform"). It is incorporated by reference into Orders that reference the SLA and is governed by the Online Master Services & Subscription Terms at https://uncapt.com/terms. Capitalised terms have the meaning given in the Terms.
Uncapt offers three support/SLA tiers, selected in your Order:
| Tier | Intended Use | Availability Target (SaaS) | SLA Credits | Support Hours | Channels |
|---|---|---|---|---|---|
| Limited Use Service | "Care and feeding" of existing deployment with light support | Target only; no credits | Not applicable (unless Order states) | NSW business hours | Email/portal |
| Standard | Production use with business‑hours support | 99.9% monthly | Yes | NSW business hours | Email/portal |
| Premium | Enterprise/mission‑critical with extended coverage | 99.95% monthly | Yes | 24×5 or 24×7 (as purchased) | Email/portal/phone |
Notes:
- Business Hours: 09:00–17:00 on Business Days (NSW).
- For Customer‑managed deployments (VPC/On‑Prem), availability targets apply only to Platform components under Uncapt's control; Customer infrastructure is excluded (see Section 6).
2.1 Monthly Uptime Percentage (MUP)
MUP = 100% − (Total Downtime Minutes ÷ Total Minutes in Month) × 100
- Downtime is a period of at least 5 consecutive minutes when the primary production service endpoint is unavailable for all users due to a fault within Uncapt‑controlled components.
- Partial minutes are rounded down.
- Multiple downtime events separated by less than 5 minutes are counted as a single incident.
2.2 Exclusions from Downtime
Downtime does not include unavailability caused by:
- Scheduled Maintenance (Section 5)
- Force majeure or general Internet issues outside Uncapt's reasonable control
- Cloud/third‑party service provider outages (upstream)
- Customer infrastructure, networks, SSO/IdP, firewalls, or misconfigurations (incl. VPC/On‑Prem)
- Customer breach of AUP, abusive or unusual usage, or exceeding purchased capacity/rate limits
- Beta/preview features
- Security emergencies requiring immediate action
- Account suspension for undisputed invoices >14 days overdue after notice
4.1 Hours and Languages
- Limited Use Service / Standard: NSW Business Hours (public holidays excluded), English.
- Premium: 24×5 or 24×7 coverage as specified in your Order, English.
4.2 What's Included
- Incident triage and remediation for Platform components under Uncapt's control
- Advice on configuration and best practices
- Access to releases and updates (Section 7)
- For Limited Use Service: minor fixes/content updates within the included monthly hours (see LU‑1)
4.3 What's Not Included (requires SOW or change order)
- New features or modules; significant workflow redesign
- Net‑new integrations or re‑architecture; performance tuning projects
- Large data migrations or engineering
- On‑site services or formal training programs
- Third‑party licence or infrastructure costs
5.1 Scheduled Maintenance
- Window: up to 4 hours/month during low‑traffic periods
- Notice: at least 48 hours' prior notice via status page
- Impact: scheduled maintenance is excluded from Downtime
5.2 Emergency Maintenance
- May be performed without prior notice where necessary to preserve security or platform stability
- Uncapt will notify customers as soon as reasonably practicable after commencement
6.1 SaaS (Uncapt‑hosted)
| Area | Uncapt | Customer |
|---|---|---|
| Application‑layer ops/security | ||
| Hosting and data storage (platform data under Uncapt control) | ||
| Backups/DR for SaaS | ||
| Monitoring and incident response (app layer) | ||
| User provisioning, RBAC, credential hygiene | ||
| Data quality, lawful data use | ||
| AUP compliance, safe/regulated use |
6.2 VPC / On‑Prem (Customer‑managed)
| Area | Uncapt | Customer |
|---|---|---|
| Platform application components per runbook/SOW | ||
| Base infrastructure, network, OS/hypervisor | ||
| IAM/SSO integration and identity lifecycle | ||
| Backups of Customer‑managed layers | ||
| Physical security and endpoint controls | ||
| Monitoring of infra/network |
Notes:
- Availability targets apply only to Platform components under Uncapt control.
- Where Uncapt assists with Customer infrastructure, such work is best‑efforts and out‑of‑scope unless stated in an SOW.
- Uncapt may release patches, updates, and enhancements on a rolling basis.
- SaaS: updates are applied by Uncapt; customers are notified of material changes.
- VPC/On‑Prem: Customer must apply updates within a reasonable period per the runbook; Uncapt may limit support for materially outdated versions.
- Breaking changes: Uncapt will provide reasonable prior notice and migration guidance where feasible.
Backups: routine backups of Platform data under Uncapt control.
Target Objectives (SaaS; best‑efforts):
- RPO (Recovery Point Objective): 24 hours
- RTO (Recovery Time Objective): 12 hours
Testing: core DR processes are tested at least annually.
Customer Responsibilities (VPC/On‑Prem): Customer is responsible for backups and DR of Customer‑managed layers.
- Feature requests and out‑of‑scope changes are handled via a change order or SOW.
- Limited Use Service: includes up to 4 hours/month for minor fixes/content updates (see LU‑1). Larger tasks require a change order.
- Prioritisation is at Uncapt's discretion unless otherwise agreed in an SOW.
- Uncapt will notify you without undue delay after confirming a Security Incident affecting Customer Data and will provide updates and reasonable cooperation consistent with the DPA and applicable law (see Security Summary and DPA).
- Security incidents are not necessarily service "Downtime" for MUP calculations.
Service levels (availability targets, response targets, and any credits) do not apply to:
- Breaches of the AUP, malicious or negligent acts by Customer or third parties under Customer's control
- Unsupported or materially outdated deployments where Customer failed to apply required updates
- Customer infrastructure, network, identity/SSO, VPN, proxies, firewalls, or endpoint controls
- Force majeure events, general Internet issues, or third‑party service outages
- Beta/preview features
- Scheduled maintenance or emergency maintenance windows
- Account suspensions for undisputed invoices more than 14 days overdue after notice
- Exceeding contracted usage or rate limits
- Email: support@uncapt.com (include severity, description, steps to reproduce, environment, and impact)
- Premium phone: provided at onboarding (for Sev 1/2 only)
- Status page: https://status.uncapt.com (if available)
Provide where possible:
- Affected environment (prod/sandbox), timestamps, screenshots/logs, user IDs
- Recent changes (config/deployments) and whether issue reproduces consistently
Uncapt may update this SLA from time to time. Material changes will be notified (email or in‑product banner) at least 15 days before taking effect and will apply at the next renewal unless you accept earlier (by continued use or a new Order).
Business Day / Business Hours: a weekday other than a NSW public holiday; 09:00–17:00 NSW time.
Downtime: a period of at least 5 consecutive minutes when the primary production service endpoint is unavailable for all users due to a fault within Uncapt‑controlled components.
MUP: Monthly Uptime Percentage as defined in Section 2.1.
Scheduled Maintenance: planned maintenance with at least 48 hours' prior notice.
Security Incident: unauthorised access to or disclosure of Customer Data in Uncapt's possession or control.
Last updated: 15-Jul-2024