Support Policy and Service Level Agreement 

This Support Policy and Service Level Agreement (“Support Policy” or “SLA”) describes Wand’s support and performance standards during Customer’s use of the Wand Platform and Wand Services.

This Support Policy is subject to the Master Services Agreement executed between the parties (“Agreement”). In the event of a conflict between any provision of the Agreement and this Support Policy, the provisions of this Support Policy will prevail with respect to the Support Services described herein. Capitalized terms used herein but are not defined herein shall have the meanings set forth in the Agreement. 

This Support Policy shall apply to any renewal of the Wand Services, unless the parties agree otherwise.

Wand also offers various support and training resources such as documentation, community forums, FAQs and user guides available on our website.

DEFINITIONS

“Availability”- is calculated based on the following formula: (a-b)/a*100, where: (a) is the total number of minutes in the relevant calendar month less all Scheduled Maintenance; and (b) is the total number of minutes of Unavailability, and multiplied by one hundred percent (100%).  

“Downtime” – is the period in which the Wand Platform unavailable as a result of an Incident.

“Incident” – means (i) any single event, bug, defect, error, or (ii) any set of events, that result in Downtime.

“Initial Response Time” – is the period (as set forth in Table 1 below for the applicable Severity Level of the Incident) from the time the Incident was reported to Wand, after which Wand shall commence work to provide a solution or workaround to the Incident. 

“Scheduled Maintenance” – is periods in which the Wand Platform is down due to planned and preventative maintenance to Wand Platform notified by Wand not less than 3 days in advance.

“Service Credit”- is a credit applied to a customer’s account, applicable to future billing, granted when the service provider fails to meet the performance standards specified in the Service Level Agreement (SLA).

“Severity Level”- is the severity level of Downtime of the Incident, as set forth in Table 1 below. 

“Resolution” – is the time in which the Incident has been resolved and the Wand Platform is no longer in Downtime. 

“Resolution Time” – is the time for Wand to provide a solution or a workaround with respect to the Incident. 

“Support Services” – is maintenance and support services, which may be purchased by Customer pursuant to the terms of the Agreement, and may include but not limited to, remote assistance, technical support in troubleshooting, diagnosis, recommendations regarding the Incident, etc.

“Unavailability” means the period, in minutes, from the time the Incident was reported to Wand until Wand provided Resolution less Initial Response Time and Resolution Time, and multiplied by one hundred percent (100%).

1. SERVICE COMMITMENT

Wand will use commercially reasonable efforts to make the Wand Platform available as set forth in the table below (“Service Commitment”). In the event the Wand Platform does not meet the Service Commitment, Customer will be eligible to receive a Service Credit as described in this SLA.

	Level 1	Level 2	Level 3
Severity Level	All or a critical portion of the Wand Platform is not operating	Solution is degraded but still operational	Solution has a non-critical loss of functionality.
Availability*	99.99%	99.99%	99.99%
Initial Response Time	1 hours	4 hours	8 hours
Wand responsibility	Resources available 24/7	Resources available during business days	Resources available during business days
Examples	The platform is down	The platform is slower than usual	The user can’t upload an image in his admin panel

*Refers to Wand Platform only, based on our formula as defined in Section 1.

2. REPORTING AND INCIDENT: 

In the event of an Incident, in order for Customer to be entitled to Service Credit with respect to Downtime resulting from the Incident, Customer is required to report the Incident, by submitting a support request (“Support Request”) by sharing an email to support@wand.ai or through the built-in support in the platform.  

The Support Request shall specify the Severity Level of the Incident in accordance with the Table above, as identified by Customer, shall include the Customer Account that experienced the Incident, and additional information sufficiently detailed to allow Wand support team to effectively assess the Incident (including any relevant messages or notifications). In addition, Customer shall include logs that document the Incident (any confidential or sensitive information in these logs should be removed or replaced with asterisks), and provide accurate contact information (including the name, email address and number) in the Support Request. Following Wand’s request, the Customer shall provide any additional information needed to resolve the Incident. 

In case Customer does not specify the Severity Level, the Incident will have a default designation of Level 3. 

After the lapse of the Initial Response Time from receipt by Wand of a Support Request (as set forth in Table 1 above for the applicable Severity Level), Wand shall use commercially reasonable efforts to provide Response to the Incident within the Resolution Time (as set forth in Table 1 above for the applicable Severity Level). 

In case Wand has not provided Resolution within the Initial Response Time and Resolution Time (as set forth in Table 1 above for the applicable Severity Level), Customer shall be entitled to submit a claim for Service Credit (“Claim”). 

3. SERVICE CREDITS

Notwithstanding anything to the Contrary in this SLA and/or the Agreement, Service Credits shall be the sole and exclusive remedy for any performance, Availability, Downtime, Incidents or Unavailability (collectively: “Performance Issues”). Service Credits shall only be provided with respect to fees paid for the billing cycle during which the Performance Issues occurred.

Service Credits are calculated based on the Unavailability percent, as set forth below: 

Availability	Service Credit Percentage
Less than 99.9% but greater than or equal to 99.5%	5%
Less than 99.5% but greater than or equal to 95.1%	10%
Less than 95%	25%

Wand will apply any Service Credits by providing the Customer with a discount to the next billing period, equal to the amount credited (i.e., if the Service Credit will be equal to 10$, Customer will be eligible to receive a discount of $10). If the issue is an ongoing issue and not resolved, the Service Credits will continue to accrue and be applied to subsequent billing periods until resolution is achieved. Service Credits will not entitle the Customer to any additional refund or other payment from Wand. Service Credits may not be transferred or applied by any other account other than the Customer Account. 

4. CREDIT REQUEST AND PAYMENT PROCEDURES

In order to receive Service Credit, Wand must receive the Claim within 30 days from the date of the Incident. Upon receiving a Claim, Wand will evaluate all information reasonably available to it and make a good faith determination of whether a Service Credit is owed to Customer. Wand will use commercially reasonable efforts to process Claims within 30 days of receipt thereof. The Customer must be in compliance with the Agreement and Documentation in order to be eligible for a Service Credit. 

5. SLA AND SERVICE CREDIT EXCLUSIONS

This SLA and any applicable Service Credits do not apply to any Performance Issues (collectively, the “SLA Exclusions”) arising or resulting from: 

1. Due to factors not within Wand reasonable control (for example, natural disaster, pandemic, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at Customer’s site or region);
2. That result from any emergency or Scheduled Maintenance performed by Wand;
3. That result from the using, combining or merging Wand Platform with services or software not provided by Wand, including, but not limited to, the Customer fragment, and other component used by Customer as part of the Service, issues resulting from inadequate bandwidth, power outages or related to third-party software or services;
4. Caused as a result of the Customer’s use of the Service, which was not in accordance with the instructions, Documentation, or Agreement, including instructions and recommendations provided by Wand or on its behalf to Customer from time to time.   
5. That result from any unauthorized access to or use of the Wand Platform.
6. That result from Customer’s or any third party’s use of Wand Platform in an unauthorized or unlawful manner;
7. Resulting from Customer’s failure to follow appropriate security practices, failure to submit the Support Request in accordance with the terms of this SLA or otherwise be available to calls from support team; That result from Customer’s failure to comply with the requirements as expressly set forth in the Agreement (for example, attempts to perform operations that are not supported);
8. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);

Failure of some features or functions within the Wand Platform does not mean that the Wand Platform is Unavailable if such unavailability does not impact the process necessary for the Customer to make predictions and inferences.