Service Level and Support
Last updated September 8, 2026
This annex is included in the Terms of Service.
These Service Level and Support Terms are incorporated into the OverAI Terms of Service (the "Terms"). Capitalized terms not defined here have the meanings given in the Terms.
B.1 Scope
These Service Level and Support Terms govern Availability of the OverAI platform and defects in the OverAI system. Assistance with product usage, configuration, and enablement questions is governed by the support tier set forth in Section B.3.
The availability commitment, service level credits, and termination right in this Annex apply only to Enterprise subscriptions purchased under an order form. Support tiers apply to Team and Enterprise. Starter and pay-as-you-go use are provided without an uptime commitment, a support tier, or a service level credit remedy.
B.2 Uptime
The OverAI system shall, subject to the exceptions in Section B.8, be Available 99.5% of the time each calendar month, measured according to the following formula: 100 × ((Total minutes in the month) − (Outage Minutes)) ÷ (Total minutes in the month).
"Available" or "Availability" means the OverAI system is operational and accessible with full Core Functionality in accordance with the Terms. "Downtime" means the lack of Availability.
Downtime counts toward Outage Minutes only when it lasts 30 or more consecutive minutes, in which case it is counted from the beginning of the interruption until Core Functionality is restored.
B.3 Support Tiers
Team includes Basic support and Enterprise includes Full support. Enterprise customers may purchase Custom support, in which case the coverage window, response times, and included services are as set forth in the order form.
Response times are measured from receipt of a support request submitted through OverAI's designated support channel, and business hours and business days are those falling within the applicable tier's coverage window. ET means America/New_York time, including daylight saving time.
| BasicIncluded with Team | FullIncluded with Enterprise | CustomEnterprise · paid upgrade | |
|---|---|---|---|
| Coverage | 10am–6pm ET, Mon–Fri | 10am–6pm ET, Mon–Fri | As set forth in the order form |
| Uptime | — | 99.5% | 99.5% |
| Channel | Email + named contact | Custom | |
| Sev 1 can't use the system | 3 business days | 6 business hours | Custom |
| Sev 2 critical function down | 4 business days | 1 business day | Custom |
| Sev 3–4 defect, question, request | 5 business days | 2 business days | Custom |
| Live help | — | Call | Custom |
| Reviews | — | Quarterly | Custom |
| Incident postmortems | — | — | Custom |
Support requests are submitted to support@overai.com from an account email with the affected workspace and a description of the issue.
A response means a human acknowledgment and the start of investigation, not an automated receipt or a guaranteed resolution.
Technical support covers platform incidents, troubleshooting, and product questions. It does not include developing or modifying customer applications, workflows, prompts, or integrations, data migration, or training unless expressly included in an order form or statement of work.
B.4 Issue Triage
OverAI will prioritize issues based on the severity of the issue and the completeness of information provided about the issue. Customer shall submit support requests through OverAI's designated support email or ticketing system, and OverAI shall assign each request an incident number.
OverAI identifies the severity level acting reasonably and in good faith based on the following definitions. Response times for each severity level are set forth in Section B.3. The workaround and fix targets below run from OverAI's response under Section B.3 and are measured within the applicable tier's coverage window.
- Severity 1 — Production use of the OverAI system is stopped or so severely impacted that Customer cannot reasonably continue work within the system, or Customer experiences a complete loss of service. OverAI will work continuously from the time the issue is entered until it is resolved or a workaround is provided, or as long as useful progress can be made, and will use commercially reasonable efforts to provide a workaround or fix within twenty-four (24) hours.
- Severity 2 — Customer experiences a severe loss of service in a critical function of the system. OverAI will work from the time the issue is identified until it is resolved, or as long as useful progress can be made, and will use commercially reasonable efforts to provide a workaround or fix within two (2) business days.
- Severity 3 — Customer experiences a system defect or temporary loss of service where the impact is an inconvenience that may require a procedure or workaround to restore or achieve functionality. OverAI will evaluate the request and determine the approach, which may include a configuration change, resolution through end-user training, a hot fix, or resolution in a future release, and will use commercially reasonable efforts to provide a workaround or fix within ten (10) business days.
- Severity 4 — Customer requests an enhancement to the OverAI system. Once the approach has been identified, OverAI may, at its discretion, coordinate the development and delivery of updates with Customer's administrator, subject to the mutually agreed change control process and payment of applicable costs, if any.
B.5 Monitoring
OverAI will maintain an independent monitoring solution that monitors the OverAI system's uptime and overall performance. The monitoring solution will monitor via the Internet using equivalent connectivity to that which is available to the Customer. In the event that OverAI does not have external network connections available, OverAI's ability to detect, respond to, and resolve system events may be delayed, and such delays shall not be considered a breach of the service levels set forth in the Terms.
OverAI determines affected periods using its monitoring, service logs, execution records, and incident investigations. Customer may provide timestamps, request or execution identifiers, and other evidence for review.
The public status page communicates incidents but is not the sole record of Availability.
B.6 Remedies
If OverAI fails to meet the service levels set forth in this Annex, Customer shall be entitled to service level credits as set forth in Section B.7 and, if applicable, the termination right in Section B.9.
Service level credits, and where applicable the termination right in Section B.9, are Customer's sole and exclusive remedies for any failure to meet the service levels set forth in this Annex. They do not replace remedies for a separate breach of confidentiality, data protection, or other obligations.
B.7 Service Level Credits
| Monthly Availability | Credit |
|---|---|
| 99.5% or higher | None |
| 99.0% to less than 99.5% | 10% |
| 95.0% to less than 99.0% | 25% |
| Less than 95.0% | 50% |
Credits are a percentage of the subscription fee attributable to the affected month. Annual or other prepaid subscription fees are allocated proportionately; usage charges, taxes, and professional-services fees are excluded.
Only the highest applicable credit applies, capped at 50% of the affected monthly subscription fee. Complimentary subscriptions have no subscription fee against which a credit can be applied.
- Reporting an outage. Customer's administrator should notify OverAI's support channel promptly upon becoming aware of an outage or perceived outage. Where OverAI determines in its reasonable commercial judgment that Core Functionality was unavailable due to an outage caused solely by the items of service managed exclusively by OverAI, the number of minutes in that outage ("Outage Minutes") will be applicable for that calendar month, subject to the exceptions in Section B.8.
- Requesting a credit. Customer must request a credit in writing to support@overai.com within thirty (30) days after the end of the affected month, identifying the affected times and available evidence. Failure to provide such notice forfeits the right to the credit. Credits may not be redeemed for cash.
- Applying a credit. OverAI will review the request against its records and apply an approved credit to the next subscription invoice. If there is no remaining subscription invoice, OverAI will refund the approved credit. OverAI's blocking of data communications or other Services in accordance with its policies or applicable law shall not be deemed a failure to provide adequate service levels.
- Definition of outage. The OverAI system shall only be deemed unavailable, and such outage will only count toward the Outage Minutes for the applicable calendar month, if "Core Functionality", defined as the OverAI platform APIs and user-facing frontend being reachable and responsive to authenticated requests, is unavailable, as determined in accordance with Section B.5, and none of the exceptions in Section B.8 apply. This commitment covers platform capabilities, not the correctness of a particular application, workflow, function, prompt, query, or other content, whether created by Customer, OverAI, or a third party; a defect in the underlying OverAI platform remains covered even when it affects custom content. OverAI's records and data shall be the primary basis for all service level calculations and determinations, subject to Customer's reasonable verification rights.
B.8 Exceptions
Unavailability of the OverAI system shall not be considered an outage, and shall not count toward the Outage Minutes for the applicable calendar month, where it is due to:
- Scheduled Maintenance. "Scheduled Maintenance" means maintenance for which Customer is notified at least 72 hours in advance or occurring weekly at a predefined time for a predefined window. OverAI schedules regular Scheduled Maintenance to occur within a 9 pm to 5 am ET overnight period. OverAI's Scheduled Maintenance will not exceed 12 hours in a given month; maintenance beyond that allowance counts toward Availability. If Customer or OverAI needs a special exception to the performance of maintenance, it will be handled on a case-by-case basis;
- Maintenance being performed at Customer's request outside of the normally Scheduled Maintenance;
- Customer's information content or application programming, acts of Customer, or Customer's designated administrator(s), including Customer's code, configuration, credentials, data, equipment, networks, or failure to follow documented limits;
- Third-party services Customer connects or selects, including external applications and model providers, to the extent the failure is in that service rather than OverAI's platform;
- Suspension permitted under Section 7 of the Terms; or
- Outages of third-party connections or utilities, emergency or exigent circumstances, or other reasons beyond OverAI's control.
B.9 Termination Right
If Availability is less than 99.5% in three (3) of any six (6) consecutive calendar months, such failure shall constitute a material breach, and Customer may terminate its subscription upon written notice to OverAI given within thirty (30) days after the end of the third such month and receive a refund of prepaid, unused fees.