AI PERFORMANCE SERVICE LEVEL AGREEMENT

AGREEMENT DATE: [DATE]

SLA NUMBER: [SLA-NUMBER]

EFFECTIVE DATE: [DATE]

PARTIES

SERVICE PROVIDER ("Provider"):
- Legal Name: [PROVIDER LEGAL NAME]
- Address: [FULL ADDRESS]
- Contact: [NAME, EMAIL, PHONE]

CUSTOMER ("Customer"):
- Legal Name: [CUSTOMER LEGAL NAME]
- Address: [FULL ADDRESS]
- Contact: [NAME, EMAIL, PHONE]

1. OVERVIEW

1.1 Purpose

This AI Performance Service Level Agreement ("SLA") defines the performance standards, metrics, and remedies applicable to the AI services provided by Provider to Customer under the Master Agreement dated [DATE] ("Master Agreement").

1.2 AI Services Covered

1.3 Service Tiers

2. AVAILABILITY SLA

2.1 Availability Commitment

Provider commits to the following availability levels:

2.2 Availability Calculation

Availability % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100

• Total Minutes: Total minutes in the measurement period
• Downtime Minutes: Minutes when service was unavailable

2.3 Exclusions from Downtime

The following are NOT counted as Downtime:
☐ Scheduled maintenance (with [X] hours advance notice)
☐ Emergency maintenance (with notification as soon as practicable)
☐ Customer-caused issues
☐ Third-party service outages beyond Provider's control
☐ Force majeure events
☐ Periods during which Customer exceeded usage limits

2.4 Scheduled Maintenance

• Maintenance Window: [DAY/TIME] to [DAY/TIME] [TIMEZONE]
• Advance Notice: [X] hours/days
• Maximum Monthly Maintenance: [X] hours
• Notification Method: [EMAIL/DASHBOARD/API]

3. PERFORMANCE SLA

3.1 Response Time

3.2 Throughput

3.3 Concurrency

4. AI-SPECIFIC PERFORMANCE SLA

4.1 Model Accuracy

Provider commits to maintaining the following accuracy levels:

4.2 Accuracy Measurement

• Measurement Frequency: [MONTHLY/QUARTERLY]
• Measurement Method: [DESCRIBE]
• Benchmark Dataset: [DESCRIBE OR REFERENCE]
• Reporting: Provider will report accuracy metrics [FREQUENCY]

4.3 Model Drift Monitoring

Provider commits to:
☐ Monitor for model drift
☐ Alert Customer if accuracy drops below threshold
☐ Retrain or update models to maintain accuracy
☐ Provide drift reports: [FREQUENCY]

4.4 Consistency

4.5 AI-Specific Exclusions

Accuracy SLAs do not apply to:
☐ Inputs outside documented specifications
☐ Edge cases outside training distribution
☐ Adversarial inputs
☐ New data types or formats not previously agreed

5. SUPPORT SLA

5.1 Support Hours

5.2 Response Times

5.3 Resolution Targets

Note: Resolution targets are goals, not commitments. Response times are commitments.

5.4 Escalation Procedures

6. SERVICE CREDITS

6.1 Availability Credits

6.2 Performance Credits

6.3 Credit Cap

Maximum monthly service credits: [50/100]% of monthly fees

6.4 Credit Request Process

1. Customer must request credits within [30] days of incident
2. Request must include incident details and impact
3. Provider will verify and respond within [X] days
4. Approved credits applied to next invoice

6.5 Credit Exclusions

Credits not available for:
☐ Breaches caused by Customer
☐ Breaches during excluded periods
☐ Customers not in good standing (payment)
☐ Beta or preview features

7. MONITORING AND REPORTING

7.1 Provider Monitoring

Provider shall:
☐ Monitor service availability continuously
☐ Monitor performance metrics
☐ Monitor AI model accuracy
☐ Maintain dashboards accessible to Customer
☐ Send proactive alerts for issues

7.2 Status Page

Provider maintains status page at: [URL]

Information includes:
☐ Current service status
☐ Scheduled maintenance
☐ Historical uptime
☐ Incident history

7.3 Reports

7.4 Customer Monitoring

Customer may:
☐ Access real-time dashboards
☐ Set up custom alerts
☐ Query metrics via API
☐ Export historical data

8. INCIDENT MANAGEMENT

8.1 Incident Classification

8.2 Incident Response

Provider will:
☐ Acknowledge incident within response time
☐ Provide regular updates: [FREQUENCY]
☐ Perform root cause analysis
☐ Provide post-incident report within [X] days

8.3 Post-Incident Review

For Critical/Major incidents, Provider will provide:
☐ Incident timeline
☐ Root cause analysis
☐ Impact assessment
☐ Remediation actions
☐ Prevention measures

9. CHANGE MANAGEMENT

9.1 Model Updates

Provider will:
☐ Notify Customer [X] days before significant model updates
☐ Provide changelog and impact assessment
☐ Allow opt-out period for major changes: [PERIOD]
☐ Maintain previous versions for: [PERIOD]

9.2 API Changes

9.3 Version Support

Provider will support previous versions for [X] months after new release.

10. DATA AND SECURITY

10.1 Data Processing SLA

10.2 Security Incident Response

11. CUSTOMER RESPONSIBILITIES

11.1 Usage Requirements

Customer shall:
☐ Use service within documented limits
☐ Implement proper error handling
☐ Follow integration best practices
☐ Maintain current API versions
☐ Report issues promptly

11.2 Cooperation

Customer shall:
☐ Provide information needed for troubleshooting
☐ Implement recommended fixes
☐ Participate in incident resolution

12. SLA REVIEW AND MODIFICATION

12.1 Review

This SLA will be reviewed:
☐ Annually
☐ Upon significant service changes
☐ Upon Customer request (reasonable)

12.2 Modification

Modifications require:
☐ [30] days written notice
☐ Mutual agreement for material changes
☐ Customer may terminate if materially adverse

13. TERM

This SLA is effective from [DATE] and continues for the term of the Master Agreement.

SIGNATURES

PROVIDER:

Signature: _________________________________ Date: _____________

Name: [NAME] Title: [TITLE]

CUSTOMER:

Signature: _________________________________ Date: _____________

Name: [NAME] Title: [TITLE]

APPENDIX A: DEFINITIONS

Availability: Percentage of time the service is operational and accessible.

Downtime: Period when service is unavailable or fails to perform within specifications.

Response Time: Time to begin processing a request.

P50/P95/P99: 50th, 95th, and 99th percentile response times.

Service Credit: Credit applied to Customer's account for SLA breaches.

APPENDIX B: SERVICE CREDIT REQUEST FORM

Customer Information:
- Customer Name: _________________________________
- Account ID: _________________________________
- Contact: _________________________________

Incident Information:
- Incident Date(s): _________________________________
- Incident Duration: _________________________________
- SLA Breached: _________________________________
- Impact Description: _________________________________

Credit Requested: _________________________________

Supporting Documentation: ☐ Attached

Signature: _________________________________ Date: _____________

This AI Performance SLA Agreement template is provided for informational purposes. Legal counsel review is recommended.