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Ryden Service Level Agreement (SLA)

 Introduction

This Service Level Agreement (“SLA”) sets forth the standards and expectations for the services provided by Ryden (“Service Provider”) to its customers (“Clients”). This SLA is applicable to all users of the Ryden application and related services.

Service Commitment

Ryden is committed to providing a reliable and high-performance service. To ensure service excellence, we guarantee the following:

        • Uptime Guarantee: A 99% uptime for the Ryden AI application, calculated on a monthly basis.
        • Support Ticket Response Time: A maximum turnaround time of 24 hours for support tickets.

Uptime Guarantee

Ryden guarantees 99% uptime, excluding scheduled maintenance and circumstances beyond our control, including but not limited to force majeure events, third-party service failures, and cyber-attacks.

Support and Response Times

      • Support Availability: Ryden provides customer support through email and ticketing system.
      • Response Time: All support requests will be responded to within 24 hours of submission, during standard work days..
      • Resolution Time: While resolution time varies depending on the complexity of the issue, Ryden aims to resolve most issues within a reasonable timeframe and will provide regular updates on progress.

Exclusions

This SLA does not cover:

        • Issues caused by user errors, misuse, or third-party software.
        • Downtime due to scheduled maintenance, with at least 48 hours’ notice provided.
        • Outages caused by external factors beyond Ryden’s control.

Compensation

If the uptime falls below 99% in any given month, Clients may request service credits. The service credit amount and eligibility will be reviewed on a case-by-case basis.

Amendments and Review

Ryden Solutions reserves the right to amend this SLA at any time, with changes communicated in advance where possible.

Contact Information

For support inquiries, please contact:

Email: support@ryden.ai
Website: support.ryden.ai

By using www.ryden.ai, Clients acknowledge and agree to this SLA.