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Pulsor Suite

Service Level Agreement

Availability and support commitments for Pulsor Cloud.

Draft document, awaiting legal review. It describes how Pulsor Suite actually works but has no contractual value until the reviewed version is published. Items in square brackets are still to be completed.

1. Scope

This agreement applies to Pulsor Cloud for Customers whose order form includes it. Dedicated deployments (private cloud, on-premise, sovereign) have service levels set in their own contract: availability then depends on the Customer's infrastructure.

2. Availability

  • Target: [99.5] % monthly availability of the platform (sign-in, search, assistant), measured by Pulsor's external monitoring.
  • Planned maintenance: announced [48] hours in advance, preferably outside business hours [time zone to be specified], and not counted as unavailability.
  • The availability of the third-party AI provider is outside this commitment; Pulsor can switch to another configured provider.

3. Support

  • Channels: [support email to be created] and the contact form; in-app help.
  • Hours: [business days, hours and time zone to be completed].
  • First response targets: critical (service unusable) [4 business hours]; major (important function degraded) [1 business day]; minor or question [2 business days].

4. Exclusions

Incidents caused by the Customer (configuration, network, use contrary to the policies), force majeure, third-party services the Customer chose, beta or « in progress » features.

5. Service credits

If monthly availability falls below the target, the Customer may request, within [30] days, a credit of [5] % of the monthly fee per [0.5] point below the target, capped at [25] %. Credits are the sole compensation for unavailability. [Amounts to be validated.]