Objectives

This SLA sets forth the specific terms and conditions of the service level reliability and performance objectives made by Diliko in connection with the Agentic AI for DataOps provided by Diliko to the Customer as properly purchased by the Customer directly or through channel partners (the “Service”). Customer understands and acknowledges that the remedies set forth in this SLA are the sole and exclusive remedy with respect to any claim in any way related to or arising from any delay, outage, degradation, or non-compliance of the Service.

Availability

Diliko is committed to delivering a highly reliable, low-latency service, with availability of at least 99.999% on its Core infrastructure. Diliko utilizes monitoring of infrastructure and is continuously working to improve service delivery.

Due to the nature of how Diliko’s Agentic AI is delivered, Diliko is dependent on services outside of our control, such as Internet Service Providers and Public Cloud Providers.  Diliko provides best-effort access to external service providers.

In order to provide the highest quality of service, Diliko highly recommends that customers utilize high-availability (HA) service options.

Support Level Metrics

Level 1–Customer Support “Front Line Support”

For the vast majority of incidents, this is all that should be necessary. Please submit a support ticket via email.

To help our support team respond and resolve your issue in the fastest time possible, please include the following in your email:

  • Detailed summary of the issue
  • Steps to replicate the problem [as much detail as possible]

Please note: Configuration changes should only be requested through the Diliko portal, and may take 1-2 business days to complete based upon the change.

Level 2–Operations Center -Escalation

If you are experiencing a critical, user-impacting issue (e.g. loss of data pipeline), or no progress has been made on a technical case, the issue may be escalated within the Operations group.

Call Data Operation Center (DOC) at +1 (831) 604-1537 to request escalation of existing ticket.

Level 3–Engineering

For critical, user-impacting issues, after thirty (30) minutes from the Level 2 escalation, the issue may be escalated by requesting the DOC escalate to Level 3.

Request DOC to escalate to Level 3 for p Architecture and Engineering assistance.

Level 4–VP Operations

For critical, user-impacting issues, if no progress has been made after sixty (60) minutes from the Level 3 escalation, the issue may be escalated to the VP of Operations.

Request escalation to VP, Operations Center.

MAINTENANCE ACTIVITIES

From time to time, Diliko will conduct maintenance activities on its network and systems infrastructure following peer-reviewed ITIL change management processes. Notification of any such activities will be delivered to the contacts specified email. It is the Customer’s responsibility to ensure their maintenance contact information is up to date. Additionally, Diliko provides a real-time status page at status.Diliko.ai to track maintenance activities and service-affecting issues.

  • Scheduled Maintenance
    • To be deemed a Scheduled Maintenance, Diliko shall provide at least two (2) business days’ notice prior to any service interruption, and any service interruption shall occur between the hours of 8:00pm and 6:00am in the local time-zone of the affected cloud region or zone.
  • Emergency Maintenance
    • An Emergency Maintenance is a maintenance activity for which normal Scheduled Maintenance notice cannot be given, due to a customer impacting event which requires more immediate attention.

 

EXCLUSIONS AND LIMITATIONS

Customer’s account must be current in order for SLA credits to be made available. SLA Credit is calculated as follows:

Availability of data infrastructure During a Month by Diliko Service Credit Expressed as Calendar Days of Services Added to the End of the Subscription Term at No Charge to Customer
>= 99.999% 0 days
< 99.999% but >= 99.99 3 days
< 99.99% but >= 99.00% 7 days
< 99.00% but >= 98.00% 15 days
< 98.00% 30 days

To be eligible for the SLA credits, the Customer must notify Diliko within the time period specified in the Terms and Conditions.

SLA credits will not be made available where the target performance measure is not met as a result of:

  • The acts or omissions of Customer, its employees, contractors or agents or its end users
  • The failure or malfunction of any network elements, equipment, applications, services, or systems not owned or controlled by Diliko, including without limitation, third-party facilities, customer-owned network devices, cross-connects, local loops, customer infrastructure or other third-party access services
  • Maintenance periods, a planned maintenance coordinated with the Customer, or Customer requested alterations to the Service
  • The unavailability of required Customer personnel, including as a result of failure to provide Diliko with accurate, current contact information
  • Customer’s failure to release the Service for testing or repair, and continuing to use the Service on an impaired basis
  • Diliko’s termination or suspension of the Service for Customer’s Default
  • Customer’s use of the Service in an unauthorized or unlawful manner
  • Customer’s request to keep a trouble ticket open after Diliko has confirmed that the Service is Available
  • Force Majeure Events (as defined in Terms and Conditions with Diliko)

The time period associated with any of foregoing exceptions shall also be excluded from any calculations associated with Chronic Outages.