Back to legal documents

Visionify Service Level Agreement (SLA)

Last Updated: Sep 5, 2024

1. Overview

This Service Level Agreement (SLA) outlines the service levels and support commitments of Visionify Inc. ("Provider") to its customers ("Customer") for the VisionAI Workplace Safety Solution ("Service"). This SLA is an attachment to the Customer License Agreement ("CLA") and is governed by its terms.

2. Scope of Services

Provider will supply a workplace safety solution utilizing VisionAI for safety analytics, including but not limited to PPE Compliance, Slip & Fall Detection, Forklift Safety, Area Controls and Emergency Events. The Service is available in the following deployment models:

  1. Standalone: Complete solution deployed on-premises at the Customer's site with all processing managed locally ("Solution in a Box").
  2. Cloud: Fully hosted in the Visionify Multi-Tenant Public Cloud, offering a complete cloud-based safety solution.
  3. Hybrid Cloud: A hybrid model with an Edge Server deployed on-premises and data processing and storage managed in the Visionify Single-Tenant Public Cloud.
  4. Enterprise Application: A customized hybrid solution with an on-premises Edge Server and data processing in the Customer's private cloud.

3. Uptime Commitment

  • Cloud Infrastructure: Provider commits to maintaining 99% uptime on Visionify Public Cloud infrastructure.
  • On-Site Infrastructure (Edge Server): Provider targets a 95% uptime for Edge Servers deployed on customer premises. Uptime for on-premises infrastructure is measured monthly, and downtime due to the following conditions will be excluded from uptime calculations:
    • Power outages or site-specific network issues.
    • Customer-initiated actions, such as moving or disconnecting the server.
    • Hardware failures specific to the server.
    • Scheduled maintenance, including over-the-air (OTA) updates, OS patches, and any other provider-initiated maintenance.

4. Performance Metrics

  • Response Time: 99% of support calls will be responded to within the specified response times (dependent on call severity) and will be measured monthly.
  • Resolution Time: 99% of calls will be resolved within the specified resolution times, based on severity.
  • Data Retrieval Speed: High-priority requests for footage retrieval from the cloud will meet agreed maximum retrieval times.
  • Latency: Provider commits to a maximum latency of 30 seconds for processing video analytics. Latency is measured as the time between when an event occurs in the video feed and when the system generates the corresponding alert or notification.
  • Accuracy: Provider commits to maintaining a minimum of 85% accuracy for standard detection scenarios as defined in the product documentation. Accuracy metrics are specific to the standard scenarios supported by the Service and may vary for custom detection requirements as specified in the Order Form.
  • Measurement and Reporting:
    • Latency and accuracy metrics will be measured through automated system monitoring and periodic sampling.
    • Monthly reports will include average latency times and accuracy percentages for each deployed module.
    • Quarterly reviews will include detailed analysis of performance trends and any deviations from committed SLAs.
    • Customer may request specific performance testing for their deployment, subject to reasonable scheduling constraints.

5. Order Form Precedence

The specific performance metrics, including latency and accuracy requirements for custom detection scenarios, may be modified in the Order Form executed between Provider and Customer. In the event of any conflict between this SLA and the Order Form regarding performance metrics, the terms specified in the Order Form shall take precedence. Customer acknowledges that accuracy metrics for non-standard scenarios or custom implementations will be as specified in the Order Form rather than the standard 85% accuracy commitment in this SLA.

6. Change Management

  • Change Tracking: All changes, updates, and patches to the Service or infrastructure will be tracked and communicated to the Customer.
  • Testing Requirements: Changes will be tested in a test environment before deployment on live systems.
  • Notification: Provider will notify Customer in advance of scheduled changes and updates.

7. Enhanced Reporting and MIS

Provider will provide Management Information System (MIS) reports and SLA performance reports to the Customer, with:

  • Monthly and Quarterly Reports: These will include detailed SLA performance metrics, response times, uptime statistics, and any relevant incident reports.
  • Management Dashboard: Access to an online dashboard showing real-time performance data and historical trends for ongoing tracking and SLA visibility.
  • Escalation Reviews: Quarterly review meetings to discuss SLA performance, identify improvement areas, and incorporate customer feedback for service enhancement.

8. Data Security and Privacy

  • Data Protection Standards: Provider will ensure compliance with applicable data protection regulations, including encryption standards for data storage and transmission.
  • Data Retention and Deletion: Data will be retained per Customer policy, with secure deletion protocols following the retention period or upon Customer request.

9. Service Monitoring and Governance

  • Monitoring Tools: Provider will employ monitoring tools for system performance, incident tracking, and uptime monitoring, with reporting available as part of monthly and quarterly review meetings.
  • Access Control: Provider will implement access control in alignment with Customer security specifications to ensure data integrity and secure access.

10. Compliance and Security

  • Security Patches: Provider will update security patches on site-installed servers within three days of notification.
  • Hardware and Software Support: Provider will deliver comprehensive support for the Visionify Edge Server in applicable deployment models. Networking setup, connectivity, and troubleshooting are the Customer's responsibility.
  • Disaster Recovery: Provider will maintain a disaster recovery plan with documented Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO), and procedures for failover and alternative resources in case of failures.

11. Support Matrix

Deployment Model Visionify Responsibility Customer Responsibility
Standalone Application Edge Server, OS Patches, Networking
Cloud Application, Cloud Infra On-Prem Network to Cloud Streaming
Hybrid Cloud Application, Cloud Infra On-Prem Networking, Edge Server
Enterprise Application Application On-Prem Networking, Cloud Infra

12. Remediation and Continuous Improvement

Provider is committed to ensuring high-quality service and will undertake the following efforts in case of any SLA deviations:

  • Prioritized Remediation: In the event of a significant service issue, Provider will prioritize resources to address and resolve issues as promptly as possible.
  • Root Cause Analysis: For any incidents causing SLA non-compliance, Provider will conduct a root cause analysis and provide a detailed report, including corrective actions taken to prevent recurrence.
  • Service Quality Improvements: Provider will regularly assess service quality, identify areas for improvement, and incorporate feedback gathered during quarterly SLA review meetings.
  • Financial Remedy: In the event that Provider fails to meet the remediation commitments outlined above, and such failure persists for a period exceeding thirty (30) consecutive days despite Customer's written notice of such failure, Customer's sole and exclusive remedy shall be limited to a refund of the License Fees paid by Customer during the six (6) month period immediately preceding the date of Customer's written notice. Such refund shall constitute full and final settlement of any claims related to the SLA non-compliance.

13. Limitations of Liability

Provider's liability for service issues under this SLA is limited to corrective actions, remediation efforts, enhanced reporting, and financial remedy as outlined above. In no event shall Provider be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses, resulting from Provider's performance or failure to perform under this SLA.

14. Termination of SLA

This SLA remains effective during the term of the Customer License Agreement. Either party may terminate this SLA following the termination provisions set forth in the CLA.