AI Dojo Platform Support Plan & Service Level Agreement

Version 1.0

Last Updated: 15th January 2025

1. Introduction

This document outlines the Support Plan and Service Level Agreement (SLA) for the AI Dojo Platform, a SaaS solution hosted and operated by AI Dojo within AI Dojo's Microsoft Azure environment.

2. Support Plan

The Support Plan aims to provide comprehensive technical assistance, ensuring the platform operates efficiently and effectively for all customers.

2.1 Support Tiers

Tier Description Services Provided Response Time Resolution Time
Tier 1: Basic Support Initial point of contact for all support requests. Basic troubleshooting and resolution of common issues; answer general queries; preliminary diagnosis; escalation to Tier 2 where required. Within 1 business hour 4 business hours (simple issues)
Tier 2: Advanced Support For issues requiring in-depth technical knowledge. Detailed diagnosis and resolution of complex issues; escalation to Tier 3 if necessary; development of patches, updates, and platform improvements based on feedback and issues reported. Within 2 business hours 8 business hours (complex issues)
Tier 3: Expert Support For critical and highly complex issues requiring expert intervention. Root cause analysis; major incident management; complex problem resolution; engagement with upstream providers (e.g. Microsoft Azure, OpenAI, Anthropic) where required. Within 4 business hours 16 business hours (critical issues)

2.2 Support Channels

Channel Details
In-App Support

Contact using the support beacon located in the bottom-right corner of the AI Dojo Platform.

The help 'beacon'
Email Available 24/7 for submitting support tickets: support@ai-dojo.com.au
Online Help Centre (Help Scout) Self-service portal with knowledge base articles, FAQs, and documentation.
Phone (P1 Escalation Only) For critical (P1) incident escalation refer to Section 2.4.

2.3 Issue Classification

Priority Description Examples
P1 — Critical Platform outage affecting all users or a complete loss of core functionality. Platform inaccessible; authentication failure for all users; no assistant responses.
P2 — High Major functionality unavailable, causing significant business impact. Specific assistant unavailable; file uploads failing; significant performance degradation.
P3 — Medium Partial loss of functionality with workarounds available. Intermittent errors; minor UI issues affecting usability; slow response times.
P4 — Low Minor issues or general support queries. General questions; feature requests; documentation clarifications.

2.4 Escalation Procedures

Escalation Level Trigger Action
First Escalation P1 unresolved within 2 hours; P2 unresolved within 8 hours. Escalate to next support tier.
Second Escalation Continued lack of resolution beyond first escalation window. AI Dojo Management Team engaged.

Escalation Contacts (Phone/Email — P1 incidents only):

Name Email Mobile
Gus McLennan gus.mclennan@ai-dojo.com.au 0421 058 027

2.5 Maintenance and Updates

Type Notice Period Timing
Scheduled Releases Notification provided where practical; published release notes. Weekly (Monday mornings, Melbourne time: AEST/AEDT).
Emergency Maintenance Minimal notice; customer communication as soon as practical. As required to resolve critical vulnerabilities or system stability issues.

3. Service Level Agreement (SLA)

3.1 Availability

Metric Commitment
Target Uptime 99.95% monthly, excluding scheduled maintenance.

Calculation: (Total Minutes − Downtime Minutes) / Total Minutes × 100

3.2 Service Response and Resolution Times

Priority Response Time Resolution Time
P1 — Critical 1 hour 4 hours
P2 — High 2 hours 8 hours
P3 — Medium 4 hours 16 hours
P4 — Low 8 hours 48 hours

Note: Response and resolution times are measured during business hours (9:00am–6:00pm Melbourne time, Monday–Friday), unless otherwise agreed.

3.3 Customer Responsibilities

Responsibility Description
Timely Reporting Prompt reporting of issues with relevant information (e.g. screenshots, steps to reproduce).
Designated Contacts Nominate at least one organisation administrator as the primary contact for support and platform communications.
Maintenance Acceptance Acknowledge scheduled maintenance windows and release communications.

3.4 Incident Management

Process Description
Incident Logging All incidents logged with timestamps and unique identifiers.
Tracking and Reporting Continuous updates on incident status provided to the customer via support channels.

3.5 Service Credits (SLA Breach)

Monthly Uptime Service Credit
99.95% – 100% No credit
99.50% – 99.94% 5% of monthly service fee
95.00% – 99.49% 10% of monthly service fee
Below 95.00% 20% of monthly service fee

Notes:

  • Service credits are the sole and exclusive remedy for SLA breaches.
  • Credits are applied to future invoices and do not exceed 20% of the monthly service fee.
  • Customers must request service credits within 30 days of the affected month.

3.6 Exclusions

The following are excluded from uptime and SLA calculations:

  • Scheduled maintenance windows communicated in advance.
  • Emergency maintenance required to address critical security vulnerabilities or system stability.
  • Issues caused by customer actions, third-party services outside AI Dojo's control, or force majeure events.
  • Outages of upstream providers (e.g. OpenAI, Anthropic, Microsoft Azure) where AI Dojo has no direct control.

3.7 Reporting

Report Frequency Description
User Engagement Metrics Weekly (on request) Summary of user engagement leveraging the Analytics Centre within the AI Dojo Platform admin area.
SLA Performance Reporting On request Ad hoc reporting on uptime, incident resolution times, and SLA performance metrics.

Questions?

  • Raise a ticket via in-app support or email support@ai-dojo.com.au.
  • Review help documentation at the AI Dojo Help Centre.