Wren AI Cloud
SLA

Service-level Agreement

Wren AI Cloud Service Level and Support Policy

Last Updated Version September 2, 2024

Overview

This Service Level and Support Policy (the “Policy”) outlines the terms and conditions governing the provision of Wren AI Cloud (“Wren AI” or “the Service”), a Software as a Service offered by Canner, Inc (“Canner,” “the Company,” or “we”). These terms apply to all customers utilizing Wren AI Cloud and do not extend to the Wren AI Open-Source Version. For terms related to Wren AI Open-Source Version, please refer to the GitHub.

If these terms are considered an offer, acceptance is expressly limited to the terms set forth herein. If you are executing this agreement on behalf of an organization, you represent that you have authority to do so.

Service Description

Overview of the services provided

Wren AI Cloud Service is an online, subscription-based service, and provides a compressive suite of features design to streamline and optimize the data navigation using Text-to-SQL service. The platform is accessible via web browser interface and is compatible with major improved customer experience, we may change the services provided per service tier.

Service Level Commitments

Service Availability

Canner will use a commercially reasonable effort to make Wren AI Service available with a Monthly Uptime Percentage of at least 99.00%, excluding Scheduled Downtime. We will notify the customers of any schedule maintenance through our Status Page.

In the event that the Wren AI service does not meet the Service Commitment, you may be eligible for a 5% service credit of the Subscription fees for the applicable monthly subscription period.

To be eligible for this service credit, you must notify Canner in writing within 72 hours of the Downtime through our Support Portal. Failure to submit a ticket within this timeframe will result in the forfeiture of the right to receive service credit. Please note that the service credit will be applied to your next billing period and may not be redeemed for cash. It will only be valid for the subscription period in which the incident occurred and you to have paid any outstanding invoices. The service credit will expire if your subscription is terminated.

Your support ticket must include:

Calculation Method

The Service Availability of Wren AI Services is calculated as follows:

Uptime Percentage per Month = [(Total minutes in month –Total Downtime in minutes) ÷ Total minutes in month] x 100

Exclusions

The Service commitment does not apply to any unavailability, suspension or termination of Wren AI Services or any other performance issues:

  1. Caused by factors outside of our reasonable control including any force majeure event (including natural disasters, acts of war, or government actions), internet access or related problems beyond the demarcation point of Wren AI Services.
  2. Beta or Trial Services, where any issue or downtime related to use of beta, trial, or experimental features that are not part of the main service offering.
  3. Factors not Attributable to Canner: Failure caused by services, software or hardware not provided by Canner, external network or devices malfunction, or any other incident, any voluntary actions or inactions cause by customer’s equipment and/or third-party equipment including, but not limited to misconfiguration of security groups, disabling encryption keys, importing of corrupted data, lack of proper access granted for importing or accessing data not hosted by Canner.
  4. The result from your equipment, software, or other technology controlled and managed by the customer.
  5. The result from you not following any guidelines we provided, or violating the restrictions defined in our End User License Agreement.
  6. Scheduled downtime activities, correct possible errors in the system, or ensure service continuity, which has been reasonably informed to the customer
  7. Arising from suspension or termination of your rights to use Wren AI services in accordance with the agreement.

If availability is impacted by factors other than those used in our monthly uptime percentage calculation, then we may issue a service credit considering such factors at the company’s discretion.

Service Support

When the customer detects an incident that affects the availability of features of Wren AI services, the customer shall contact Canner without unreasonable delay via the support desk at the support portal and take all necessary actions under its responsibility and to its best knowledge, particularly rule out the cause attributable to the customer.

Upon receiving the request for service support Canner will, on its sole decision to identify the incident, its priority level pursuant and inform the customer accordingly.

Incident Management

All incidents are assigned a severity level and will be processed at the following time frames.

Support will be performed remotely via support tickets and will not include travel or time spent on your site and does not include any software or software upgrades.

Support levels based on Tiers

The following table outlines the support items available to you based on your selected subscription tier. Each tier Starter, Essential, Pro, and Enterprise offers varying levels of access to features, resources, and support services design to meet the diverse needs of our customers.

Definitions of Key terms

The following definitions apply to this policy:

  1. Monthly Uptime Percentage: means the total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime period in a month, divided by the total number of minutes in a year.
  2. Downtime: a period during which the application has over 20 continuous minutes of error rate. Downtime does not include emergency downtime or scheduled downtime. Partial minutes or intermittent downtime for less than one minute will not be counted towards any downtime. Downtime is measured based on server-side error rate.
  3. Scheduled Downtime: the total number of minutes in the year which are pre-plan period for system upgrades, patches, and other essential maintenance.
  4. Service Credit is the sole and exclusive remedy for any claims related to Service Level Objective under this Service Level Agreement.
  5. Customer: A user account under a user organization in Wren AI Cloud with active paid subscription.
  6. Business Day/Hour: Refer from 9:00AM to 6:00PM, Monday through Friday, Taiwan. Time (GMT 8+), not including statutory holidays in Taiwan.
  7. Feature: means the function provided by Wren AI Cloud service.
  8. Response Time: the time it takes for the company to acknowledge and response to the customer’s reported issue after it has been submitted.

Review and Revision

Canner may modify these terms at any time by posting a revised version on this page. By accessing the Wren AI services, you agree to the latest version of these terms.

For More Information

Should you have any questions concerning these terms, please contact us via email: [email protected] .

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