Updated Date: Nov 26, 2025, 12:00 AM
This Service Level Agreement (“SLA”) is an integral part of the agreement governing the use of the Wonderful.ai services (“Wonderful”, “Agreement” and “Service” respectively). Terms used herein, however not defined, shall have the same meaning as defined in the Agreement.
1. DEFINITIONS
“Availability” the availability percentage commitment is set forth in the table below, and is calculated, for each 5-minute interval, as the percentage of Requests processed by Wonderful that do not fail with Incident. If a Request was not made within given 5-minute interval, that interval is assumed to be 100% available. Wonderful performs availability measurements on a per service / use case basis.
“Business Hours" means Monday through Friday, 09:00-18:00 ET, excluding religious and/or national holidays.
“Customer” means the entity or person placing an order for, or accessing the Wonderful Services.
“Downtime” means lack of Availability.
“Incident” means (i) any single event; or (ii) any set of events, that result in Downtime. Incident shall not include any failure caused: (i) by the access, use or operation of the Platform with any other hardware, software or programming languages or in an environment other than intended or recommended by Wonderful; (ii) by any bug, defect, error or malfunction in any hardware or software used with the Platform and not provided by Wonderful or any other failure of any such hardware to conform to its published specifications; (iii) due to modifications, alterations and repairs to the Platform not made by Wonderful; (iv) due to misuse, accidents or improper use or access or maintenance not performed by Wonderful; or (v) due to failure to implement updates and patches.
“Planned Downtime” means any planned infrastructure maintenance, which might cause Downtime.
“Request” means a customer-initiated action of a type specifically listed as being supported by Wonderful in the Wonderful Documentation publicly available on the Wonderful website.
“Service Credit” means a dollar credit, calculated as set forth below, that Wonderful may credit back to an eligible account to offset from future payments only.
2. SUPPORT CHANNELS AND ESCALATION PROCEDURE
Wonderful shall provide the following support services in accordance with the severity levels set forth herein, and will work with Customer’s reporting individual to understand the severity of the issue. The Customer shall contact Wonderful’s support services through the support ticketing platform or help desk via:
Email: israel@tickets.wonderful.ai
The Customer shall notify Wonderful’s help desk of any Incident according to the means set forth above, and shall provide Wonderful with sufficient details to enable Wonderful to accurately diagnose and reproduce such Incident.
3. SEVERITY LEVELS AND EXPECTED RESPONSE TIME.
Customer shall promptly notify Wonderful in detail of any Incident upon its knowledge thereof. Wonderful shall, at its sole discretion by using reasonable judgment, label the Incident according to one of the following severity levels and such Incident shall be processed by Wonderful according to its severity level, as determined by Wonderful, and in the order that the Incident was reported. Wonderful cannot and does not warrant or represent that any or all Incidents can or will be corrected. The severity list and response time commitments are listed below:
Severity Level | Definition | Initial Response Time |
|---|---|---|
1 | An emergency situation, in which the Platform (i) consistently produces materially incorrect results and fails catastrophically (e.g. the Platform fails to connect and AI agents entirely fail to respond); or (ii) is otherwise rendered entirely inoperable and in both cases in which all or a majority of multiple end users simultaneously experience the same failure and the problem is caused directly by the Platform, and the Platform cannot be terminated or shut down. | Up to 3 Business Hours of opening the ticket by Wonderful |
2 | Some elements or components of the Platform, affecting a single or multiple end users simultaneously, are inoperative resulting in loss of data, functionality or degraded performance. | Up to 8 Business Hours of opening the ticket by Wonderful |
3 | All non-service-impacting issues that are not critical in nature, or do not have any significant impact such as documentation or Platform enhancement requests, questions, etc. | Up to 5 business days of opening the ticket by Wonderful |
4. SERVICE LEVEL COMMITMENT:
Wonderful shall make the Wonderful Platform Available, at least 99.9 % of the time, calculated on an annual basis. Notwithstanding the above, the Service Level Commitment shall not apply in the event: (a) Customer’s misuse of the Services; (b) any failure arising from Customer’s side and actions including Customer Equipment, Third Party Applications, internet or other network traffic; (c) routine, pre-planned or emergency system maintenance downtime; (d) Customer’s failure to implement any updates or other Wonderful releases or Patch provided or recommended by Wonderful; or (e) network capacity overload, bandwidth limitation, or any other network malfunctions, including of hosting provider or any downtime due to issues outside the Services. The Customers shall further be responsible to ensure that its computer, operating systems, computer networks, and network connections, telecommunications facilities or device meets all the necessary technical specifications to enable it to access and use the Platform and Services.
5. SERVICE CREDITS
Solely to the extent Customer is not in breach of the Agreement, and as Customer’s sole and exclusive remedy for Incidents, Wonderful shall credit Customer’s Account with the applicable credit percentage in accordance with the applicable Monthly Availability (“Credit”). For the avoidance of doubt, Customer may not unilaterally offset monthly service fees for any performance or availability issues.
Monthly Availability | Service Credit Percentage |
|---|---|
Less than 99.9% but greater than or equal to 99.0% | 10% |
Less than 99% | 15% |
The Credits are calculated as a percentage of the total charges paid by the Customer for the Services for the billing cycle in which the Incident occurred in accordance with the schedule above and are applied only against future payments or fees due.
Credits may be issued to Customer’s credit card as shown in our records, or otherwise deducted from the payment due by Customer, as our sole discretion.
Service Credits will be applicable and issued only if the credit amount for the applicable billing cycle is greater than one dollar ($1 USD). Credits may not be transferred or applied to any other Customer.
To receive a Credit, Customer shall submit to Wonderful a detailed Credit claim via israel@tickets.wonderful.ai (“Claim”) by the end of the calendar month following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, Wonderful must receive the claim and all required information by March 31st. Customer’s failure to provide the Claim within the such allotted timeframe will disqualify Customer from receiving a Credit.
A Claim shall include all information necessary for Wonderful to validate the Claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); (iv) descriptions of the attempts to resolve the Incident at the time of occurrence; (v) request logs that document the errors (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
Wonderful will use commercially reasonable efforts to process Claims during the subsequent month and within forty-five (45) days of receipt. If Wonderful determines that a Credit is indeed owed to Customer, it will apply the Credit to the following monthly service fees.
The aggregated maximum number of Credits to be issued by Wonderful to Customer in a single calendar month will not exceed 100% of the amount invoiced for the affected Service in that invoice billing period, and the excess amount will be forwarded to the next billing cycles until credited in full or until no further payments are due (in such case, any excess shall be relinquished).
6. EXCLUSIONS
This SLA and any applicable Service Levels do not apply to Downtime caused as a result of the following:
Planned Downtime: The Service was unavailable due to planned maintenance, provided that Wonderful provides Customer at least forty-eight (48) hours’ advance notice by any means (i.e. via the front page of the support website, your Account, the Service or platform, or by sending an email).
Force Majeure: delay or failure to perform any obligation under the Agreement where the delay or failure results from any cause beyond its reasonable control, including, but not limited to, acts of God, labor disputes or other industrial disturbances, electrical or power outages, utilities or other telecommunications failures, earthquake, global pandemic, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, or war.
Unavailability which: (i) resulting from your or a third party’s software, network, links, products, services, widgets, apps, integrations, hardware or other equipment, including Third-Party Services; (ii) resulting from your or anyone on your behalf use of the Service in violation or in a manner not authorized in the Agreement, including the Documentation, or in writing by us; (iii) resulting from a Distributed Denial of Service (DDoS) attacks or other unlawful activity; or (iv) due to any unauthorized access to or use of the Service.
Evaluations: During or with respect Beta Services (as determined by Wonderful).
7. REMOTE ACCESS:
To the extent applicable, including when the Services are provided on-premises or through the Customer’s cloud, the Customer may be required to enable remote support operations. This will allow Wonderful to view the Platform and logs and to extract the necessary information to provide the Support Services (“Remote Access Services”). Remote Access Services shall be provided only upon the specific request and approval of the Customer. These services offer Wonderful troubleshooting capabilities similar to an on-site visit by Wonderful’s personnel, with the significant advantage of immediate and prompt responses from a variety of Wonderful experts. The Customer shall provide Wonderful with remote access to the Service and logs as needed to enable the provision of Remote Access Services. The Customer understands and agrees that if such remote access is denied or unavailable, Wonderful cannot commit to the timeframes for Error response and resolution.
8. CHANGES TO THIS SLA
Wonderful may modify this SLA at any time, provided that if it makes any changes that materially adversely decrease the level of service, then it shall notify Customer by posting an announcement on the website, Customer Account, the Service or platform, or by sending an email.