LEGAL

Service Level Agreement

Important Notice: This Service Level Agreement (“SLA”) applies exclusively to standard self-service subscription plans (Free, Basic, Growth, and Advanced). Enterprise customers are governed by a separate agreement. This SLA does not apply to services purchased through third-party platforms beyond AeroChat’s direct control. This SLA is incorporated into and subject to AeroChat’s Terms of Use at aerochat.ai/legal/terms.

1. Definitions

For the purposes of this Agreement:

“AeroChat” means AeroChat and its affiliates, successors, and assigns.

“Customer” or “Merchant” means the individual or entity subscribed to AeroChat’s services.

“Service” means the AeroChat AI-powered customer communication platform, including the admin dashboard, chat widget, and associated APIs, as made available under the applicable subscription plan.

“Subscription Plan” means the plan tier (Free, Basic, Growth, or Advanced) selected by the Customer.

“Uptime” means the percentage of time in a calendar month during which the core Service is available and functional, excluding Excluded Downtime.

“Downtime” means any period during which the Service is unavailable due to causes within AeroChat’s reasonable control.

“Excluded Downtime” means any unavailability caused by: (a) Scheduled Maintenance; (b) Force Majeure Events; (c) failures of third-party platforms or infrastructure, including Shopify, AI model providers, or cloud hosting providers; (d) Customer misconfiguration or misuse; (e) Customer’s internet connectivity or device issues; or (f) actions taken by the Customer or its end-users.

“Scheduled Maintenance” means planned maintenance windows communicated to Customers at least 24 hours in advance where reasonably practicable.

“Force Majeure Event” means any event beyond AeroChat’s reasonable control, including natural disasters, acts of government, cyberattacks, pandemics, or failure of third-party infrastructure.

“AI Response Credits” means additional AI-generated response capacity issued at AeroChat’s sole and absolute discretion as a goodwill gesture, with no cash or monetary value.

2. Service Description

AeroChat provides a cloud-based AI customer service chatbot platform designed for e-commerce merchants, primarily integrating with Shopify stores. The Service operates as a self-service, do-it-yourself (DIY) platform.

Customers are solely responsible for:

Configuring the chatbot, training data, and conversation flows within their account;
Ensuring accurate and appropriate knowledge base content;
Installing and maintaining the chat widget on their storefront;
Managing user access and permissions within their account;
Compliance with applicable laws in their use of the Service.

AeroChat does not guarantee any specific business outcome, resolution rate, or revenue impact from use of the Service. AI performance depends on the quality and accuracy of Customer-provided training data and configuration.

3. Service Availability

3.1 Uptime Target

AeroChat will use commercially reasonable efforts to maintain Service availability of 99.5% per calendar month, calculated excluding Excluded Downtime. This target applies to all paid Subscription Plans (Basic, Growth, and Advanced). The Free plan is provided on an “as available” basis with no uptime commitment.

Plan	Uptime Target	Support Channel
Free	No commitment (as available)	Help documentation only
Basic	99.5% per calendar month	Email support
Growth	99.5% per calendar month	Email support
Advanced	99.5% per calendar month	Priority email support

3.2 Uptime Calculation

Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100

Excluded Downtime is not counted as Downtime for this calculation. AeroChat’s monitoring systems are the authoritative source for uptime measurements.

3.3 Scheduled Maintenance

AeroChat will endeavour to provide at least 24 hours advance notice of Scheduled Maintenance via the AeroChat status page and/or email. Maintenance windows will typically be conducted during off-peak hours. Scheduled Maintenance does not count toward Downtime.

4. Third-Party Dependencies

The Service relies on third-party infrastructure and services, including AI model providers, cloud hosting providers, and e-commerce platform APIs (e.g., Shopify). AeroChat is not liable for any degradation or unavailability resulting from:

Outages or service changes by AI model providers;
Shopify or other platform API limitations, changes, or outages;
Cloud infrastructure provider issues;
Internet service provider disruptions;
Any other third-party service failure.

Customers acknowledge that AI-generated responses are probabilistic in nature and may not always be accurate, complete, or appropriate. AeroChat makes no warranty regarding the accuracy or fitness for purpose of AI-generated content.

5. Customer Responsibilities

As a self-service platform, the Customer is solely responsible for:

Correctly installing, configuring, and maintaining the Service on their storefront;
Providing accurate, lawful, and up-to-date training data and knowledge base content;
Using the Service in compliance with AeroChat’s Acceptable Use Policy at aerochat.ai/legal/aup;
Managing operator accounts and access permissions;
Promptly notifying AeroChat of any suspected service issues via the designated support channel;
Maintaining appropriate technical requirements (compatible browser, internet connection, supported platform version).

AeroChat accepts no liability for issues arising from Customer misconfiguration, inaccurate training data, or non-compliance with integration requirements.

6. Support

6.1 Support Channels

Support is provided exclusively through the channels designated for each plan as listed in Section 3. AeroChat does not offer real-time phone or live chat support on standard plans. Enterprise customers receive support terms under their separate agreement.

6.2 Support Response Times

Plan	First Response Target	Hours of Coverage	Queue
Free	Best efforts	N/A	None
Basic	3 business days	Mon–Fri (SGT)	Standard
Growth	2 business days	Mon–Fri (SGT)	Standard
Advanced	1 business day	Mon–Fri (SGT)	Priority

Response time targets are not guarantees. They apply during AeroChat business hours (Monday to Friday, Singapore Time, excluding Singapore public holidays). AeroChat will use commercially reasonable efforts to meet these targets but cannot guarantee resolution times.

7. Goodwill Remedy — AI Response Credits

AeroChat does not offer cash refunds, billing credits, prorated fee adjustments, or any other monetary compensation for service disruptions, downtime, or failure to meet the Uptime target under any circumstances.

At AeroChat’s sole and absolute discretion, and as a goodwill gesture only, AeroChat may issue AI Response Credits to affected Customer accounts in the event of a verified service disruption. Such credits, if issued:

Have no cash or monetary value and cannot be redeemed for money;
Are non-transferable and expire upon account cancellation or termination;
Do not constitute an admission of liability or breach of this Agreement;
Are issued entirely at AeroChat’s discretion and create no enforceable entitlement for the Customer.

AI Response Credits are the Customer’s sole and exclusive remedy for any service disruption or failure to meet any service level described in this Agreement. By accepting this Agreement, the Customer expressly waives any right to seek any other remedy, compensation, or damages in connection with service availability.

8. Warranty Disclaimer

THE SERVICE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AEROCHAT EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. AEROCHAT DOES NOT WARRANT THAT THE SERVICE WILL MEET CUSTOMER’S REQUIREMENTS, WILL BE FREE FROM ERRORS OR INTERRUPTIONS, OR THAT AI-GENERATED RESPONSES WILL BE ACCURATE OR APPROPRIATE FOR ANY PURPOSE.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

AEROCHAT SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOSS OF DATA, OR LOSS OF BUSINESS, ARISING OUT OF OR IN CONNECTION WITH THE SERVICE;
AEROCHAT’S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING UNDER OR IN CONNECTION WITH THIS AGREEMENT SHALL NOT EXCEED THE TOTAL FEES PAID BY CUSTOMER IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM;
AEROCHAT ACCEPTS NO LIABILITY FOR LOSSES ARISING FROM CUSTOMER MISCONFIGURATION, INACCURATE TRAINING DATA, OR THIRD-PARTY PLATFORM FAILURES.

Nothing in this Agreement excludes liability that cannot be excluded under applicable Singapore law.

10. Exclusions

This SLA does not apply to:

Free plan Customers;
Issues caused by the Customer’s failure to follow AeroChat’s documentation or integration guidelines;
Beta, preview, or experimental features;
Outages caused by third-party AI model providers or cloud infrastructure;
Scheduled Maintenance or emergency maintenance;
Service degradation from usage exceeding plan limits;
Force Majeure Events;
Any account suspended for breach of AeroChat’s Terms of Use or Acceptable Use Policy.

11. Modifications

AeroChat reserves the right to modify this SLA at any time. Customers will be notified of material changes at least 30 days prior to the effective date via email or in-app notification. Continued use of the Service after the effective date constitutes acceptance. This SLA should be read alongside AeroChat’s Terms of Use. In the event of conflict, the Terms of Use shall prevail.

12. Governing Law

This SLA is governed by and construed in accordance with the laws of the Republic of Singapore. Any dispute arising in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of Singapore.

For questions about this SLA, contact support@aerochat.ai | Enterprise SLA enquiries: support@aerochat.ai