Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is entered into by and between Pair It! (“Pair It!”, “we,” or “our”) and the subscribing restaurant (“Client,” “you,” or “your”) for the use of the Sommigo.ai platform (“Service”).

This SLA defines the service standards, responsibilities, and limitations applicable to the delivery of Sommigo.ai.

1. Service Scope

This SLA applies to the following components of Sommigo.ai:

• Wine Pairing Platform Access: Online tool for generating food and wine pairings, including system-generated guest-facing copy.
• Sales Reporting & Analytics: POS-derived wine performance reporting and analysis.
• Design Requests: Creation of guest-facing print or digital collateral including menus, table tents, pairing cards, or specials inserts.

Note: Additional services outside this scope may be offered separately.

2. Service Availability

We aim to maintain 99.5% platform uptime monthly, excluding scheduled maintenance.

a. Uptime Definition and Measurement

• Uptime is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%
• Downtime is defined as periods when the Service is unavailable and not responding to user requests
• Uptime is measured using third-party monitoring tools that check service availability every 5 minutes from multiple geographic locations
• Monthly uptime reports are available upon request

b. Scheduled Maintenance

We reserve the right to perform scheduled updates. We will provide at least 48 hours’ notice for any planned maintenance expected to impact Service availability.

• Regular maintenance windows are scheduled for Tuesdays between 2:00 AM and 4:00 AM Pacific Time (PT)
• Emergency maintenance may be performed outside these windows with as much advance notice as possible

3. Support & Response Time

Support is available Monday-Friday, 9:00am to 6:00pm Pacific Time (PT), excluding U.S. holidays.

Support requests should be submitted via email to support@sommigo.ai.

Support Response Time Commitments

4. Escalation Procedures

If you believe an issue is not being addressed according to the response times above, you may escalate as follows:

Contact our support team at support@sommigo.ai with “ESCALATION” in the subject line

We will acknowledge all escalations within 2 hours during business hours.

5. Responsibilities of Pair It!

We agree to:

• Provide access to the Sommigo.ai pairing and reporting tools during the term of your subscription.
• Maintain a secure and stable environment for data processing and delivery.
• Respond to support issues in accordance with this SLA.
• Communicate upcoming changes or outages proactively.
• Implement and maintain appropriate technical and organizational security measures.
• Provide regular system status updates via our status page at status.sommigo.ai.
• Conduct regular backups of all client data.

6. Responsibilities of the Client

You agree to:

• Provide and maintain valid, functional POS access credentials for sales data analysis.
• Notify Pair It! of menu changes, pairing requests, or special events with reasonable lead time.
• Use the Service only as intended and within the scope of your subscription.
• Report technical issues or bugs through official support channels.
• Maintain the confidentiality of your account credentials.
• Ensure your staff is properly trained on using the Service.

7. Exclusions

This SLA does not apply to:

• Downtime caused by POS system failures or third-party data provider outages
• Internet connectivity issues on the Client’s premises
• Browser incompatibility or user-side access limitations
• Use of services outside the scope of your current subscription
• Scheduled maintenance periods
• Force majeure events (as defined in the Terms and Conditions)

8. Disaster Recovery and Business Continuity

We maintain a comprehensive disaster recovery plan with the following commitments:

• Recovery Time Objective (RTO): We aim to restore service within 4 hours of a disaster event
• Recovery Point Objective (RPO): Data loss will not exceed 1 hour of data in the event of a disaster
• Backup Frequency: Full system backups are performed daily, with incremental backups every hour
• Backup Storage: All backups are encrypted and stored in geographically diverse locations

9. Performance Reporting

We will provide the following performance reports upon request:

• Monthly uptime statistics
• Support ticket resolution metrics
• System performance metrics

10. SLA Review and Updates

This SLA will be reviewed quarterly to ensure it continues to meet business requirements. Any changes will be communicated with 30 days’ notice.

11. Modifications

Pair It! reserves the right to update this SLA with 30 days’ notice. Continued use of the Service after changes indicates acceptance of the revised SLA.