Introduction

This Service Level Agreement ("SLA") outlines the standards of service InnoMind AI Ltd. ("we," "our," or "us") is committed to providing to its customers.

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1. Service Availability

InnoMind AI Ltd. aims to provide 99.9% uptime for its Services, excluding scheduled maintenance and unforeseen circumstances. Our Services include AI and deep learning solutions, hardware solutions such as high-performance servers and GPU servers, and cloud-based services.

2. Support

We offer 24/7 customer support through email and phone. Our response time for support requests is within 24 hours. For critical issues, we strive to respond within 1 hour.

3. Performance

We strive to ensure our Services operate at optimal performance levels. Regular maintenance and updates are conducted to maintain service quality. Our hardware solutions are designed to support the high computational demands of AI and deep learning applications.

4. Incident Management

In the event of a service disruption, we will notify customers promptly and provide regular updates until the issue is resolved. We will work diligently to restore normal operations as quickly as possible.

5. Compensation

If we fail to meet the service levels outlined in this SLA, customers may be eligible for service credits. Please contact us for details on how to apply for service credits. Service credits are the sole and exclusive remedy for any failure to meet the service levels.

6. Customer Responsibilities

Customers are responsible for:

• Maintaining the security and confidentiality of their account credentials
• Notify us immediately of any unauthorized use of your account or security breach.
• Promptly reporting any issues or incidents to our support team

Any actions taken using a customer's account are the responsibility of the account holder.

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7. Data Backup

We perform regular data backups to ensure data integrity and availability. However, customers are encouraged to maintain their own backups as an additional precaution. We are not responsible for any loss of data.

8. Service Modifications

We reserve the right to modify our Services, including features and functionality, to improve performance or comply with legal requirements. Customers will be notified of any significant changes. Continued use of our Services after any modifications indicates acceptance of the changes.

9. Termination of Service

Customers may terminate their service by providing written notice. Upon termination, all data associated with the account will be deleted in accordance with our data retention policy. We reserve the right to terminate services for non-compliance with our terms or for any other reason as deemed necessary.

9. Governing Law

These Terms are governed by the laws of the United Kingdom. Any disputes arising from these Terms will be resolved in the courts of the United Kingdom. You agree to submit to the personal jurisdiction of these courts.

10. Confidentiality

We will maintain the confidentiality of all customer data and will not disclose it to third parties except as required by law or with the customer's consent. Both parties agree to treat all confidential information with the same level of care as their own confidential information.

11. Governing Law

This SLA is governed by the laws of the United Kingdom. Any disputes arising from this SLA will be resolved in the courts of the United Kingdom. Customers agree to submit to the jurisdiction of these courts.

12. Changes to This SLA

We may update this SLA from time to time. The latest version will be posted on our website. Your continued use of our Services constitutes acceptance of the updated SLA.

Contact Us

For any questions or concerns regarding these Terms, please contact us at:

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InnoMind AI Ltd.
7 Bell Yard
London
WC2A 2JR
United Kingdom

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info@innomind.co.uk

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Registered in the United Kingdom Company No. 15841006

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