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Service Availability and Support Policy

Schedule 2 to the Terms of Service: how Recallium Cloud is operated and supported during the pilot and on the Free plan. There is no service level commitment.

SERVICE AVAILABILITY AND SUPPORT POLICY

This Policy describes how Recallium operates and supports Recallium Cloud while it is offered as a pilot and on the Free plan. It forms part of, and is governed by, the Agreement. Unless otherwise defined in this Policy, capitalized terms have the meanings given to them in the Agreement.

  1. No service level commitment

    1. Recallium Cloud is provided during a pilot and on the Free plan without any service level commitment. Recallium does not commit to any level of availability, uptime or performance, or to any response or resolution time.

    2. No service credits, refunds or other remedies are available for any unavailability, degradation or Error.

    3. This Policy describes how Recallium intends to operate the Service. It does not create any warranty, guarantee or service level obligation, and it does not modify the disclaimers and limitations of liability in the Agreement.

  2. Restoring service

    1. If Recallium Cloud becomes unavailable or materially degraded, Recallium will use commercially reasonable efforts to restore it as soon as practicable.

    2. Recallium may publish information about incidents and their resolution, but is not obliged to do so.

  3. Maintenance

    1. Recallium may perform planned or emergency maintenance at any time, which may make Recallium Cloud temporarily unavailable.

    2. Where practicable, Recallium will try to give advance notice of planned maintenance that it expects to cause significant unavailability.

  4. Support

    1. Users can report problems with Recallium Cloud by email to support@recallium.ai. A report should describe the problem, when it happened, and any error messages, with sensitive or confidential information removed.

    2. Recallium will review reports and respond as it reasonably can. Support is provided in English and without any committed response time, resolution time or hours of coverage.

    3. Documentation and guides are available at docs.recallium.ai.

  5. Paid plans

    1. Service levels, support response times and any service credits for paid plans will be set out in a separate written agreement, or in an updated version of this Policy, when those plans become available. Until then, this Policy applies to all use of Recallium Cloud.

  6. Changes

    1. Recallium may update this Policy from time to time by posting a new version on this page.