SLA

SERVICE LEVEL AGREEMENT OF RETAIYN OG

1. Purpose and Scope

This Service Level Agreement supplements the individual service order and the General Terms and Conditions of retaiyn OG. It applies exclusively to services expressly designated as SLA services in the respective offer or service order.

In case of conflict, the individual service order takes precedence over this SLA.

2. retaiyn's Service Model

retaiyn generally provides strategic, conceptual, and operational setup services in the areas of customer experience, support, messaging, automation, and AI.

The scope of services may include in particular: analysis of existing processes, strategic consulting, setup of support systems, setup and configuration of AI agents, creation and optimization of workflows, configuration of email, WhatsApp, and support automations, setup of integrations, quality control, monitoring, reporting, as well as training and handover.

Ongoing handling of all end-customer inquiries is not automatically part of the services. Operational ticket handling is owed only if expressly agreed in the individual offer.

3. Support Hours

retaiyn is available on Austrian business days, Monday to Friday, between 9:00 a.m. and 5:00 p.m. (CET/CEST). Public holidays in Austria are excluded.

Requests received outside support hours are deemed received on the next Austrian business day.

4. Communication Channels

The agreed communication channels are set out in the respective offer or project plan. Possible channels include email, Slack, Notion, Google Meet, and other expressly agreed project channels.

Support requests should include the following information where possible: a description of the problem, the affected function, the time it occurred, the error message, screenshots or recordings, the affected workflow or agent, and steps already taken.

5. Response Time

Unless otherwise agreed in the individual service order, an initial response is provided within one business day.

The initial response may include: confirmation of receipt, follow-up questions for troubleshooting, an assessment of priority, a proposal for next steps, and a note on any required client access or approvals.

The response time is not a guarantee of a final resolution.

6. Handling and Resolution Times

retaiyn makes every effort to analyze critical incidents as quickly as possible and to provide a solution or workaround. A binding resolution time is agreed only if expressly specified in the individual offer.

The actual duration depends in particular on: the complexity of the problem, availability of necessary access, the Client's cooperation and approvals, availability of third-party providers, API changes, data quality, and the scope of the required changes.

7. Third-Party Providers and Platforms

retaiyn does not guarantee any specific availability for systems operated by third-party providers. This applies in particular to Chatarmin, Klaviyo, ArminCX, WhatsApp and Meta, Shopify, Gorgias, Google Workspace, Slack, Notion, Read.ai, and other cloud, AI, CRM, or messaging providers.

For these systems, the respective service levels, maintenance windows, and liability provisions of the providers apply. retaiyn informs the Client within a reasonable time about relevant disruptions, to the extent retaiyn becomes aware of them.

7a. Accuracy of AI Outputs

retaiyn gives no warranty for the accuracy of responses, classifications, or suggestions generated by AI agents.

retaiyn is not liable for damages resulting from incorrect AI outputs, in particular if they are based on customer data that was already captured or stored incorrectly before or independently of the collaboration with retaiyn.

The Client is responsible for the approval, ongoing monitoring, and escalation logic of AI agents, as well as for the quality and accuracy of the underlying data.

8. Client Cooperation

The Client provides in good time: necessary access, contact persons, data and content, approvals, testing options, and information about changes to the business, shop, or support process.

Delays due to a lack of cooperation by the Client extend agreed handling times accordingly.

9. Services Not Included

The following are not included without a separate agreement: ongoing handling of all end-customer inquiries, new AI agents, new integrations, extensive migrations, new back-office automations, full takeover of a customer support team, legal review of client content, unlimited change requests, and services outside the agreed support hours.

10. Maintenance Services

A reduced maintenance service generally includes only monitoring, quality control, troubleshooting, minor adjustments, and optimization of existing processes.

New agents, larger automations, new integrations, and additional operational work are ordered and invoiced separately.

11. Service Credits

Service credits, refunds, or other compensation are granted only if expressly agreed in the individual contract.

12. Termination

This SLA ends automatically upon termination of the main agreement or of the corresponding ordered service.

Notice periods are governed by the provisions of the main agreement or the Terms and Conditions. Unless otherwise agreed, the notice period is three months to the end of the current contract period.