Service Level Agreement
This Service Level Agreement ("SLA") forms part of the Terms. Your document pack may set higher service levels for your project; the higher level applies.
1. What is covered
The production AI agents, dashboards and automations we operate for you ("Production Services") under an AI Dream Team or Enterprise AGI Suite package, and the Education avatar platform. Build and configuration work is measured by the milestones in your document pack.
2. Availability target
99.5% monthly availability for Production Services, measured by our monitoring. A Production Service is unavailable when it cannot answer or complete conversations, for reasons within our control or our providers' control, for more than 5 consecutive minutes.
Excluded: scheduled maintenance notified at least 48 hours in advance and kept under 4 hours a month; emergency security fixes; your own systems, data, telephony carrier, instructions or configuration changes; force majeure under the Terms; suspension under the Acceptable Use Policy; and features labelled beta or preview.
3. Support
Support is available in English and Arabic, Monday to Friday, 09:00 to 18:00 Gulf Standard Time (UTC+4), excluding UAE public holidays, by email at support@teamdream.ai. Critical incidents may be reported at any time; response times are measured in business hours.
| Severity | Meaning | First response | Target to restore or work around |
|---|---|---|---|
| 1 · Critical | Production Service down or unusable for all callers | 4 business hours | 1 business day |
| 2 · High | Major feature impaired, no workaround | 4 business hours | 2 business days |
| 3 · Normal | Partial or minor issue, workaround exists | 1 business day | 10 business days |
| 4 · Request | Question, change request, feedback | 1 business day | As agreed |
4. Service credits
If monthly availability falls below target, you are entitled to a credit, calculated on one twelfth of your annual fee for the affected package:
- Below 99.5%: 10%
- Below 99.0%: 25%
- Below 97.0%: 50%
- Below 95.0%: 100% of that month
Missing a Severity 1 restore target by more than 24 hours earns an additional 10% credit for that month. Request credits within 60 days of the month concerned; we confirm within 10 business days. Credits are applied as free extension time or deducted from your next invoice, or, if you are not renewing, paid as a refund.
5. Fair exit
- If availability is below 95% in any two consecutive months, or
- a Severity 1 incident is not resolved within 30 days of your report,
- you may terminate the affected package by written notice and receive a pro-rata refund of prepaid fees for the unused period, in addition to credits already earned.
6. Reporting and optimisation
Dream Team clients receive a monthly performance summary. Enterprise AGI Suite clients receive daily optimisation reports until the agreed quality standard (9 out of 10 on our call scorecard) is held, then weekly. Proposed changes to your agents are reviewed and tested before release.
7. Security and incidents
We will notify you without undue delay, and in any case within 48 hours of becoming aware, of a personal data breach affecting Client Data, as set out in the Data Processing Addendum.
Contact
Teerya Portal L.L.C, trading as Team Dream. Commercial Licence No. 1316315, Commercial Register No. 2234196, issued by the Department of Economy and Tourism, Government of Dubai. Registered address: Office S20, Mohammed Bin Rashid Establishment for SME Development building, Port Saeed, Deira, Dubai, United Arab Emirates. Legal: legal@teamdream.ai · Privacy: privacy@teamdream.ai.