1. Introduction

Neurolabs provides Subscription Services and associated Professional Services (collectively, the Services) to its customers. This Service Level Agreement (SLA) applies to customers subject to either:
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(a) the Neurolabs Customer Terms (available at www.neurolabs.ai/legal-customer-terms), or 
(b) any other written agreement that incorporates this SLA by reference or attachment (the Agreement) and incorporates and forms part of the Agreement. 

‍This SLA sets out Neurolabs’ key service level commitments for the provision of the Services.
This version one (1) of this SLA was most recently updated on May 30, 2025. Historic versions can be obtained by contacting Neurolabs.

2. Definitions

Business Day: Any day which is not a Saturday, Sunday, or public holiday in the governing jurisdiction of the Neurolabs' contracting entity as defined in the Agreement or Order Form

Business Hours: 09:00-17:00 UTC on Business Days

Downtime: Periods when the Services are unavailable, excluding Scheduled Maintenance (as defined in Section 2), customer-initiated changes, and Force Majeure events

Monthly Uptime Percentage: (Total minutes in calendar month - Downtime minutes) / Total minutes in calendar month × 100

Order Form: the relevant SOW or order form comprised within the Agreement

Post-Go-Live: The period following the Go-Live Date (as defined and provided for in the Agreement)

Reasonable Use: Support volume consistent with Customer's contracted Subscription Tier, Authorized User count, and scope of Services or other License Restrictions as defined in the Order Form

Use Cases: Product categories and image types specifically trained and validated for the Customer's deployment, as listed in the Order FormAny other defined terms used in this SLA have the meanings given to them in the Agreement.

3. Service availability (Uptime SLA)

2.1 Neurolabs commits to a Monthly Uptime Percentage of 99%, measured monthly by calendar month (or on a pro-rata basis where the Agreement starts or ends part way through any calendar month). Uptime excludes Scheduled Maintenance, customer-initiated changes, or unavailability due to Force Majeure events (as defined in Section 7). 

2.2 Scheduled Maintenance: Neurolabs may perform scheduled or pre-planned maintenance between 00:00–06:00 UTC on weekends. Neurolabs will provide at least 24 hours’ notice for any scheduled maintenance expected to cause material downtime (excluding any emergency maintenance).

4. Accuracy SLA (Post go live)

3.1 Neurolabs commits to delivering a minimum 95% accuracy level for production models, measured against the Use Cases defined in the Order Form and subject to the images comprised in any Customer Data for these purposes meeting the Image Quality Requirements specified in Section 3.2

3.2 This SLA applies only to inference on images that meet agreed Image Quality Requirements validated on the Neurolabs platform, including that they:
- Are human-readable (not blurry)
- Are properly lit and framed
- Contain a product of interest which occupies at least 7,500 square pixels in total resolution (calculated as width × height)
- Are representative of intended use (e.g. product-facing, not photos of photos)
- Are within the Use Case(s)
- Are captured using approved devices and methods as specified in Neurolabs’ onboarding documentation (as it may be updated from time to time)

3.3 Accuracy SLA Exclusions: Images that do not meet the above requirements, edge cases outside Use Case(s), or products not included in the trained model scope are excluded from accuracy measurements.

3.4 A temporary tolerance of -2 percentage points (i.e., to 93%) is permissible for up to 14 calendar days within any calendar month. If accuracy remains below the SLA threshold after this period, Neurolabs will investigate and may take corrective action, including model retraining, parameter tuning, or workflow adjustments.

5. Delivery SLA (Professional Services)

All implementation milestones, onboarding, or customer training deliverables are subject to mutually agreed timelines as outlined in the Order Form. KPIs such as turnaround time for configuration or validation tasks may be further defined in the Order Form.

6. Support SLA

Neurolabs will provide support via its supported customer support mechanisms during Business Hours.

Support ticket volume is subject to Reasonable Use, as defined above.
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5.1 Customer Responsibilities
‍Customers are expected to:
- Perform basic troubleshooting prior to ticket submission;
- Provide clear issue descriptions, reproducible steps, and supporting documentation, as well as access to their account where relevant;
- Assign a designated support contact for escalations. To note, Neurolabs provides second line support only to a trained internal contact, not first-line support to all end users). 
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‍5.2 Limitations on Support
‍Neurolabs reserves the right not to provide support and/or to charge for support (in cases of repetitive support tickets being raised) where the fault falls outside of the above criteria, is attributable to customer-initiated changes, Force Majeure events or otherwise related to or arising from the improper use, misuse or unauthorized alteration of the Subscription Services by Customer or use in a manner inconsistent with any written instructions or specifications provided by Neurolabs.

8. Measurement

All service level metrics (Uptime, Accuracy, Delivery, and Support) are calculated based on Neurolabs records and reset monthly by calendar month (or a pro-rata proportion of a month, where the Agreement starts or ends part-way through any calendar month). 

9. Force Majeure

Force Majeure means any event beyond Neurolabs' reasonable control, including but not limited to natural disasters, internet outages, third-party service interruptions, war, acts of government, pandemics, and cybersecurity incidents (including DDoS attacks).

10. Remediation & Limitations

In the event that Neurolabs materially fails to meet the service levels outlined in this SLA, Neurolabs will internally review the root cause and, where appropriate, implement corrective actions. Remedies may include:

- Root cause analysis and documented action plan;
- Adjustment or retraining of models (in the case of sustained accuracy degradation within Use Case(s));
- Process improvements to prevent recurrence.

Remediation actions may be taken at Neurolabs' discretion based on root cause analysis. Remedies for a breach of this SLA are limited to corrective actions outlined above, but this is without prejudice to the Customer’s separate rights under the Agreement.

11. Review

This SLA is reviewed periodically and may be updated at Neurolabs' discretion as outlined in the Agreement. ‍