Service Level Agreement
Version 1.1 — Last updated 22 April 2026
This Service Level Agreement (the "SLA") is issued by Stellai AS, company number 925 053 066, Tordenskjolds gate 9, 4612 Kristiansand, Norway ("Stellai"), and applies to all Stellai services delivered under an Order Form or framework agreement that incorporates this SLA by reference.
This SLA sets out service levels, support commitments, and remedies. It is designed to be read together with the applicable agreement and the Data Processing Agreement at stell.ai/legal/dpa. In the event of conflict, the order in Section 13 applies.
Contents
- Scope and Applicability
- Definitions
- Support Hours and Channels
- Severity Classification
- Response Time Commitments
- Uptime Commitment
- Maintenance Windows
- Remedy for Sustained Service Failure
- Customer Responsibilities
- Exclusions and Limitations
- Reporting and Escalation
- Changes to this SLA
- Order of Precedence and Governing Law
1. Scope and Applicability
1.1 This SLA applies to production use of the Services during an active subscription term. It does not apply to trial accounts, pilot deployments, or Services designated as "beta" or "preview".
1.2 Commitments are provided with respect to the Stellai IdentifAI Units deployed under active agreements. The calculation of service levels excludes unavailability attributable to factors outside Stellai's reasonable control, including those in Section 10.
2. Definitions
- "IdentifAI Unit" — one complete deployment of hardware, software, AI models, monitoring and standard support, installed at a single Installation Site.
- "Business Day" — any day other than Saturday, Sunday, or a Norwegian public holiday.
- "First Response" — Stellai's initial acknowledgement of a support request. It does not mean resolution.
- "Monthly Uptime" — percentage of time during a calendar month that the IdentifAI Units are operational, excluding Permitted Downtime.
- "Business Hours" — 08:00–16:00 Europe/Oslo time, Monday–Friday, excluding Norwegian public holidays.
- "Permitted Downtime" — downtime from scheduled maintenance, emergency maintenance, force majeure, or causes outside Stellai's reasonable control.
3. Support Hours and Channels
3.1 Support is provided during Business Hours. Requests submitted outside Business Hours are treated as received at the start of the next Business Day.
3.2 Requests shall be submitted by email to contact@stell.ai or via any ticketing system made available by Stellai.
3.3 Stellai does not provide 24/7 support, on-call services, or telephone hotlines as part of the standard Services.
4. Severity Classification
Each request is classified on receipt. Stellai may reclassify based on new information.
| Severity | Description | Example |
|---|---|---|
| P1 Critical | Complete unavailability of the Stellai backend; no workaround available. | Cloud dashboard fully down. |
| P2 High | Major degradation of a core feature; no reasonable workaround. | Event images not generated. |
| P3 Medium | Limited or intermittent issue; reasonable workaround available. | Delayed dashboard refresh. |
| P4 Low | Minor issue, cosmetic defect, general enquiry, or feature request. | Typo in report; feature request. |
5. Response Time Commitments
| Severity | First Response Target |
|---|---|
| P1 Critical | Within 1 business day |
| P2 High | Within 3 business days |
| P3 Medium | Within 10 business days |
| P4 Low | Best effort; addressed via backlog |
First Response means acknowledgement and start of investigation — not resolution. Resolution times are not guaranteed.
6. Uptime Commitment
Stellai shall use commercially reasonable efforts to achieve Monthly Uptime of at least 95%, measured across IdentifAI Units deployed under active Order Forms.
Calculated as: (total minutes − Permitted Downtime − actual Unit downtime attributable to Stellai) ÷ (total minutes − Permitted Downtime). Excludes unavailability from factors controlled by the Customer (power, network, environment). On reasonable request (max once per quarter), Stellai will provide a Unit-level uptime summary.
7. Maintenance Windows
Scheduled maintenance takes place outside Business Hours where practicable, with at least 72 hours' notice. Emergency maintenance may occur at any time. Both constitute Permitted Downtime and are excluded from Monthly Uptime calculations.
8. Remedy for Sustained Service Failure
No service credits are payable. Commitments are service-level targets, not guarantees. The Customer's sole remedy is termination on 30 days' written notice if either trigger is met:
| Trigger | Threshold |
|---|---|
| Sustained failure | Monthly Uptime below 90% for 3 consecutive calendar months |
| Repeated failure | Monthly Uptime below 95% in 4+ months within any rolling 6-month period |
On termination, the Customer is entitled to a pro-rata refund of prepaid fees for the period after the effective date.
9. Customer Responsibilities
The Customer shall ensure Installation Sites comply with technical requirements (power, environment, lighting, network, access), shall not modify IdentifAI hardware without prior written consent, and shall provide personnel to support coordination and troubleshooting. Unauthorised modifications void this SLA for the affected Unit.
10. Exclusions and Limitations
SLA commitments do not apply to issues caused by: scheduled or emergency maintenance; force majeure; Customer infrastructure failures; unauthorised modifications; third-party service failures; use in breach of the Order Form or applicable law; or beta/preview features. Stellai does not warrant that the Services will detect all hazardous objects. IdentifAI is a decision-support tool and does not replace human judgement.
11. Reporting and Escalation
Support requests shall include: issue description, observed and expected behaviour, affected Unit, time, and supporting information. Escalations are acknowledged within 1 Business Day and receive a substantive response within 5 Business Days.
12. Changes to this SLA
Stellai may amend this SLA with 14 days' written notice. Silence during the notice period constitutes acceptance. Amendments that materially reduce service levels require the Customer's express written agreement and are not subject to deemed acceptance. The Customer may terminate if no agreement is reached within 30 days of a written objection.
13. Order of Precedence and Governing Law
In case of conflict: Order Form prevails, then governing framework agreement, then this SLA. Governed by Norwegian law. Disputes are subject to the exclusive jurisdiction of the ordinary courts of Norway, with Agder District Court as venue.