1. Standard terms applicable to Service Levels are outlined herein

A. Definitions

Client means any paid subscriber to SocialSonar service.

SocialSonar herein refers to the entity, Tapti AI Technologies Private Limited.

Customer Support means services by which SocialSonar will provide assistance to its Clients to resolve any issue pertaining to their services.

Service refers to SocialSonar services as given on website https://socialsonar.app.

Incident means any set of events or circumstances resulting in failure to meet the defined service level.

B. SLA - General Terms and Conditions

SocialSonar provides this SLA subject to the following terms. These terms will remain fixed for the duration of the initial subscription period. If the subscription is renewed, the SLA prevalent at the time of renewal will apply to the renewal period.

SocialSonar will determine the severity of any defect reported by the Client according to the priorities defined under the section “Definition of Incident Reported”.

For each level of incident reported, SocialSonar has defined a set of response and resolution times that it will use commercially reasonable efforts to meet.

If incidents are not resolved within the applicable timelines, the Client may escalate the complaint as per the escalation process outlined below.

Matters not covered in this SLA are governed by SocialSonar's Terms of Use, Privacy Policy, and other applicable policies in effect from time to time.

C. SLA Exclusions

The SLA and any applicable service levels do not apply to performance or availability issues:

• Attributable to acts or omissions of the Client, Client personnel, contractors, vendors, or any person using Client credentials or equipment.
• Resulting from third-party hardware or software.
• Caused by infrastructure or services outside SocialSonar control, including telecom providers and internet service providers.
• Due to factors outside SocialSonar reasonable control, including force majeure events.
• Related to services not expressly outlined in this SLA.

2. Customer Support Channels

Any Incident should be registered through one of the following channels:

• Email
• Phone

Registration via email can be done by sending an email to: socialsonar@tapti.ai.

Registration via phone can be done through the support number shared with subscribed Clients.

3. Definition of Incident Reported

Severity 1 - Fatal: Errors preventing useful work from being completed, such as full server inaccessibility.

Severity 2 - Severe: Major functions are impacted but workaround is available, such as slow server response or unacceptable delay.

Severity 3 - Minimal: Non-disabling or cosmetic issues, such as service access issues for a specific subscriber only.

Severity 4 - Normal: Errors or requests with low impact on business operations, for example logs, reconciliations, or minor queries.

4. Response and Resolution Times

The response and target resolution times for each incident severity are outlined below:

For Severity 1 incidents, technical support will work continuously until restoration of service or implementation of a workaround. Periodic status updates will be communicated through email and/or phone.

5. Uptime for the service

SocialSonar targets a monthly uptime commitment of 99% for the covered Services.

Scheduled downtime for maintenance and upgrades is excluded from uptime calculations. Scheduled downtime is generally planned during non-working hours, and Clients are informed in advance.

Monthly penalty/credit structure:

• 0-20 incidents/month: Zero penalty
• 21-40 incidents/month: 5% of monthly rental as service credit
• 41-200 incidents/month: 10% of monthly rental as service credit
• 201-600 incidents/month: 50% of monthly rental as service credit
• More than 601 incidents/month: 100% of monthly rental as service credit

Any applicable credits under this section are issued as account credits toward future invoices and are not paid out as cash refunds.

6. Escalation

SocialSonar internally escalates incidents that are not resolved within stated response and resolution timelines. Clients may also request escalation by contacting support through phone or email.

SocialSonar follows a tiered escalation process to ensure timely and effective resolution of customer issues:

Tier 1 is the first point of contact for standard queries, requests, and issues.

Tier 2 should be used when Tier 1 response is delayed or a resolution is unsatisfactory.

Tier 3 is the final escalation stage for high-impact unresolved issues and may require a valid ticket reference from Tier 2.