Service-level Agreement
Last Updated Version September 2, 2024
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.
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.
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:
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
The Service commitment does not apply to any unavailability, suspension or termination of Wren AI Services or any other performance issues:
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.
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.
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.
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.
The following definitions apply to this policy:
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.
Should you have any questions concerning these terms, please contact us via email: [email protected] .