SLA — Service Level Agreement — AI4PLAN
In force from 27 August 2026
Translation provided for information only. This Service Level Agreement is drafted in French. Only the French version is legally binding (T&Cs, art. 1).
1. Purpose and object
This SLA sets out the availability, support and continuity undertakings applicable to the AI4PLAN SaaS service, together with the exclusions, the measurement arrangements and the applicable compensation.
It supplements the T&Cs, article 7.2 of which delegates the availability undertakings to it. In the event of conflict, the T&Cs prevail.
2. Definitions
Terms defined in the T&Cs retain the same meaning in this SLA.
Essential Functions: authentication, access to projects, document import and the running of quantity take-off processing.
Unavailability: the impossibility, for the Customer, of accessing the Essential Functions, as recorded by AI4PLAN’s monitoring systems, excluding the cases listed in article 5.
Performance Degradation: a noticeable slowdown not constituting Unavailability.
Month Concerned: the calendar month in respect of which availability is measured.
3. Scope of application
The SLA applies solely to the SaaS perimeter operated and hosted by AI4PLAN. Excluded from it are the Customer’s environment, its networks and its workstations, services supplied by third parties, and modules expressly identified as experimental or in evaluation release.
4. Availability undertaking
AI4PLAN undertakes that the availability of the Essential Functions shall reach 99% of the Month Concerned, excluding the cases excluded under article 5.
This undertaking constitutes a heightened best-efforts obligation (obligation de moyens renforcée). Failure to observe it gives rise to the service credit provided for in article 13, to the exclusion of any other remedy in respect of availability.
5. Exclusions
The following do not constitute Unavailability:
- scheduled maintenance operations, announced in accordance with article 9;
- emergency maintenance operations, on the terms of article 10;
- interruptions attributable to the Customer’s environment, networks or workstations;
- failures of third-party suppliers, in particular the hosting provider and telecommunications networks;
- cases of force majeure within the meaning of article 13 of the T&Cs;
- suspensions ordered in accordance with the T&Cs, in particular for non-payment, payment dispute or threat to security;
- anomalies affecting the Outputs, non-compliant file formats or unsuitable usage practices;
- overloads resulting from use not complying with the limits of article 7.4 of the T&Cs.
6. Measurement arrangements
Availability is measured by calendar month, on the basis of AI4PLAN’s monitoring systems, according to the following formula:
Availability = (Minutes in the Month Concerned − Minutes of Unavailability) / Minutes in the Month Concerned
The minutes corresponding to the cases excluded under article 5 are deducted from the calculation.
AI4PLAN shall provide the Customer, on request, with the availability statement for the past month.
7. Incident reporting
The Customer shall report any incident to the support address indicated in article 8.2 of the T&Cs, supplying a description of the anomaly, the time stamp of its occurrence, the Users affected and, so far as possible, the screenshots or logs useful for reproducing it.
An incident that is undocumented or that does not comply with the procedure provided for in this article is not admissible under the SLA. Receipt of a report does not amount to acknowledgement of a breach.
8. Prioritisation and response times
| Severity | Definition | Response target |
|---|---|---|
| Critical | Unavailability of the Essential Functions | 4 working hours |
| Major | Important functionality unusable, with no workaround | 1 working day |
| Minor | Anomaly not preventing use, or having a workaround | 3 working days |
These times are targets for taking the incident in hand, that is to say for acknowledging receipt and qualifying it. They do not constitute resolution times, which depend on the nature of the anomaly and cannot be guaranteed.
Working days and hours are to be understood within the meaning of article 8.2 of the T&Cs.
9. Scheduled maintenance
AI4PLAN may carry out scheduled maintenance operations. It endeavours to schedule them outside working hours and to inform the Customer at least 48 hours in advance, by notification within the Software or by email.
10. Emergency maintenance
AI4PLAN may proceed without notice with emergency maintenance operations in the event of an identified vulnerability, a cybersecurity threat or a serious anomaly. Such interventions are excluded from the availability calculation.
11. Security
AI4PLAN applies the technical and organisational measures described in article 8 of the DPA.
The Customer remains responsible for its own environment, for the management of its access rights and for its internal security.
12. Limitation of liability
The limitations, exclusions and caps provided for in article 9 of the T&Cs apply in full to this SLA.
13. Service credit
Where the availability measured over a Month Concerned falls below the undertaking in article 4, the Customer may claim a service credit according to the following scale:
| Availability measured | Credit |
|---|---|
| below 99% and greater than or equal to 95% | 10% |
| below 95% and greater than or equal to 90% | 25% |
| below 90% | 50% |
The credit is calculated on the amount, exclusive of tax, due in respect of the Month Concerned; for an annual Subscription, on one twelfth of the annual amount.
The claim shall be addressed to support within thirty (30) days following the end of the Month Concerned, failing which it is time-barred. The credit is applied against the following invoice and gives rise to no cash payment.
The service credit constitutes the Customer’s sole and exclusive remedy in respect of a failure to meet the availability undertaking.
14. Role of the Customer
The Customer shall maintain an environment complying with the prerequisites of article 7.1 of the T&Cs, manage its User Accounts and cooperate in diagnostic operations. Failure to observe these obligations may preclude the qualification of an Unavailability.
15. Role of the Users
Users shall comply with the ToU and with good usage practice. The Customer remains liable for their acts, in accordance with article 7.3 of the T&Cs.
16. Technical data
AI4PLAN collects and exploits technical data on the terms provided for in article 10.5 of the T&Cs and in the DPA, in particular for the purposes of monitoring, security and improvement of the Service.
17. Service continuity
AI4PLAN implements redundancy, backup and load-balancing mechanisms, without warranting the absence of interruption. Continuity also depends on infrastructure suppliers, whose failure falls under article 5.
18. Reversibility
The arrangements for the return and deletion of data are those set out in article 6.4 of the T&Cs and article 13 of the DPA.
19. Amendment of the SLA
This SLA may be amended on the terms and subject to the notice provided for in article 15 of the T&Cs. No amendment may reduce the protections provided for by the T&Cs.