Service Level Agreement

1. Service Overview

This Service Level Agreement ("SLA") defines the service levels for TERES Legal Technology services, including availability, performance, and support commitments. TERES is certified to ISO/IEC 27001:2022 for information security management, and we maintain high standards of service delivery for the global legal community.

This SLA applies to all production services delivered from our Maxwell Chambers facility in Singapore and our global service delivery network.

2. Availability Commitments

2.1 Overall Platform Availability

2.2 Calculation Method

Availability = (Total Minutes in Period - Downtime Minutes) / Total Minutes in Period × 100

Downtime is measured from when a service becomes unavailable to when it is fully restored, as monitored by our automated systems and confirmed by our operations team.

3. Transcription Services SLA

3.1 Turnaround Time Commitments

The on-time delivery rate is the share of transcripts delivered within the stated delivery time. It is not a measure of transcript accuracy, which is set out in section 3.2.

3.2 Accuracy Standards

• AI Transcription Accuracy: 98% minimum for clear audio
• Human Review Accuracy: 99.5% for reviewed transcripts
• Legal Terminology: 99% accuracy for recognised legal terms
• Speaker Identification: 97% accuracy with proper labelling

3.3 Audio Quality Requirements

SLA commitments apply to audio meeting these minimum standards:

• Clear speech without significant background noise
• Minimum 16 kHz sample rate
• Single channel (mono) or stereo recording
• Supported formats: MP3, WAV, M4A, MP4, FLAC

4. DASH Platform SLA

4.1 Performance Metrics

4.2 Data Durability

• Document Storage: 99.999999999% (11 9's) durability
• Database Backups: Daily automated backups with 30-day retention
• Point-in-time Recovery: Available for past 7 days
• Geographic Redundancy: Data replicated across multiple regions

4.3 Security Commitments

• 256-bit AES encryption at rest
• TLS 1.3 for all data in transit
• Multi-factor authentication enforcement
• Quarterly security audits and penetration testing
• 24/7 security monitoring and incident response

5. Support Services

5.1 Support Tiers

5.2 Support Availability

• 24/7 Critical Support: For P1 issues affecting active proceedings
• Business Hours Support: Monday-Friday, 9:00 AM - 6:00 PM SGT
• Emergency Hotline: +65 6665 7126 (24/7)
• Email Support: support@teres.ai
• DASH Help Center: In-platform support and documentation

5.3 Escalation Path

1. Level 1: Support Engineer
2. Level 2: Senior Technical Specialist
3. Level 3: Service Delivery Manager
4. Executive: Director of Client Services

6. Performance Metrics

6.1 Key Performance Indicators

• Mean Time to Repair (MTTR): Target < 2 hours for P1 issues
• Mean Time Between Failures (MTBF): Target > 720 hours
• First Contact Resolution: Target > 80%
• Customer Satisfaction (CSAT): Target > 95%
• Net Promoter Score (NPS): Target > 70

6.2 Capacity Planning

TERES maintains sufficient capacity to handle:

• 150% of average daily transcription volume
• 200% of average concurrent DASH users
• Automatic scaling for demand spikes
• Geographic load balancing for optimal performance

7. Maintenance Windows

7.1 Scheduled Maintenance

• Frequency: Monthly, second Sunday of each month
• Time: 2:00 AM - 6:00 AM SGT
• Notification: 7 days advance notice via email and DASH platform
• Duration: Maximum 4 hours

7.2 Emergency Maintenance

Emergency maintenance may be performed with minimal notice for:

• Critical security patches
• System stability issues
• Data integrity concerns
• Legal or compliance requirements

7.3 Maintenance Exclusions

Scheduled maintenance windows are excluded from availability calculations. Emergency maintenance exceeding 1 hour will be included in downtime calculations.

8. Service Credits

8.1 Availability Credits

8.2 Transcription Delay Credits

For transcription services not meeting turnaround commitments:

• 10% credit for delays up to 25% of committed time
• 25% credit for delays up to 50% of committed time
• 50% credit for delays exceeding 50% of committed time
• 100% credit for delays exceeding 100% of committed time

8.3 Credit Request Process

1. Submit credit request within 30 days of incident
2. Include service impact details and duration
3. Credits reviewed and approved within 5 business days
4. Credits applied to next invoice or refunded upon request

9. Exclusions

9.1 SLA Exclusions

SLA commitments do not apply to unavailability caused by:

• Force majeure events (natural disasters, war, terrorism)
• Client equipment, network, or infrastructure failures
• Third-party service providers outside TERES control
• Scheduled maintenance windows
• Client-caused issues (misconfiguration, unauthorised access)
• Beta or preview features
• Acts or omissions by the client
• Internet connectivity issues beyond TERES network

9.2 Credit Limitations

• Maximum monthly credit: 25% of monthly service fees
• Credits are the sole remedy for SLA breaches
• Credits cannot be exchanged for cash
• Credits expire after 12 months if unused

10. Reporting and Monitoring

10.1 Real-time Monitoring

• Status Page: status.teres.ai for real-time service status
• DASH Dashboard: In-platform performance metrics
• API Status: Endpoint health checks available
• Mobile Alerts: Push notifications for critical issues

10.2 Monthly Reports

Enterprise clients receive monthly SLA reports including:

• Availability percentages per service
• Incident summary and root cause analysis
• Performance metrics and trends
• Support ticket statistics
• Upcoming maintenance schedule
• Service improvement initiatives

10.3 Quarterly Business Reviews

Enterprise clients receive quarterly reviews covering:

• SLA performance analysis
• Usage trends and optimisation opportunities
• Roadmap updates and new features
• Training and support recommendations

11. Contact Information

For SLA-related enquiries and support: