The Service Level Agreement (“SLA”) describes the current practices of KTern.AI with regard to its provision of technical support and maintenance services to customers that have entered into an Agreement for the KTern.AI Platform.

At KTern.AI, we do more than crafting software that solves your business problems. With our dedicated Customer Success team, we are committed to helping your business adapt our product to achieve your goals. Our Customer Success Engineers are diligent in identifying issues, resolving them proactively, and supporting you every step of the way.

Classification Description

1. Bug: Existing functionality not working

2. Enhancement: Additional requirement in an existing feature

3. Feature Request: New functionality in KTern.AI

4. Support: Any manual assistance as part of the application

5. Others: Unsure of the category

Priority Description

1. Critical: Showstopper

2. High: Non-robust or performance degraded

3. Medium: Workaround available

4. Low: Nice to have

SLA

Note:

1. The provided SLA time for bug resolution represents the maximum time frame, with most bugs resolved earlier. The team works to minimize service disruption.

2. "Day(s)" in the SLA refers to a 24-hour period, measured in business days (Monday to Friday).

3. "Custom" indicates that the response time varies based on the requirement. The team will discuss and provide resolution times for feature requests, enhancements, and support.

4. Our Customer Success team will review the request, check the technical feasibility, and communicate an estimated resolution time within the specified Response Time.

KTern.AI Customer Success is a dedicated team of Senior Support Engineers and Enterprise Managers committed to delivering higher SLAs, faster triage, and faster resolutions, as well as engaging customers with new service touchpoints to improve customer experience, system availability, and system performance for our business-critical Enterprise customers.

Dedicated Customer Success Engineers

• All customer requests are routed to experienced Customer Success Engineers immediately upon ticket creation during business hours (10 AM - 7 PM IST), Monday to Friday.

• This process eliminates the time typically required for initial responses, basic triage steps, environment questions, and internal escalation to reach more senior personnel.
• Customer Success Engineers possess extensive experience and advanced training, enabling them to effectively and efficiently address your complex and critical needs.

Coordination & Escalation Priority

• Priority placement in the escalation queue ensures that your issues are addressed more quickly when escalated. This is crucial for cases requiring immediate attention, providing customers with higher priority and service levels for timelier root-cause analysis and clearer next steps.

Screen Shares & Meetings

• Our team utilizes Teams calls, screen shares, and meetings to solve issues faster, ensuring that valuable time and context are not lost when critical issues arise.

Account Onboarding & Familiarity

• Upon purchasing KTern.AI licenses, the Customer Success team will conduct an onboarding process to enable them to use the KTern.AI Platform.

The Customer Success team of KTern.AI provides support in the following areas:

1. Incident Support: Identifying and troubleshooting problems in the system.
2. Root Cause Analysis: Investigating and determining the underlying causes of issues.
3. Onboarding Assistance: Providing help with issues during the onboarding process.
4. Bug Reporting: Identifying and creating necessary bug reports.
5. Implementation & Configuration Guidance: Assisting with KTern.AI setup and configuration.
6. Integration Support: Offering support for integration with other KTern.AI products.

KTern.AI Customer Success team is eager and happy to help verify bugs, consider enhancements/features, and provide support—we take pride in it! Create a ticket in our Ticket Center, providing as much information as you can about how to replicate the problem you’re experiencing. If it's a bug, we'll try to replicate it to verify and, if successful, lodge the report for you. We’ll also try to construct workarounds if possible.

Ticket Prioritization

KTern.AI seeks to target the most critical tickets affecting the widest customer set. Tickets are prioritized based on the estimated impact on KTern.AI users. Most tickets are initially reported at Low priority until they are triaged, and the true impact is assessed by KTern.AI.

Resources & Guides

• Document Link: Click Here - How To Create A Ticket In KTern.AI's Ticket Center?
• YouTube Link: Click Here - How To Create A Ticket In KTern.AI's Ticket Center?
• Document Link: Click Here - How To Govern Your Tickets Using KTern's Ticket Center?
• YouTube Link: Click Here - How To Govern Your Tickets Using KTern's Ticket Center?

Subject to the Agreement, KTern.AI reserves the right, at its discretion, to change this SLA at any time based on prevailing market practices and the evolution of KTern.AI’s software products