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Service Level Agreement

1. Overview

This Service Level Agreement defines the service levels, response times, and support scope provided for the product across all deployment models, including self-hosted and air-gapped environments.

Support services are delivered in accordance to:

  • Severity of the issue
  • Environment (Production vs Non-Production)
  • Deployment accessibility (Remote vs On-site)
  • Feature lifecycle status

2. Support Scope

2.1 Included Product Support

  • Core platform functionality
  • Official integrations and connectors
  • Deployment and configuration guidance
  • Incident diagnosis and resolution

2.2 Conditional Support

Support may depend on customer cooperation and access:

  • Infrastructure-related issues
  • Performance issues
  • Log and observability-based troubleshooting

2.3 Exclusions

The following are excluded or provided on a best-effort basis:

  • Customer-developed specific customizations
  • Third-party systems not officially supported
  • End-of-Life (EOL) or End-of-Support (EOS) versions
  • Pre-release (Beta) features (see Section 7)
  • Customer has made unauthorized changes to connected data sources, integration configurations, or document formats without prior coordination with Jeen;
  • The problem is caused by Customers’ acts or omissions or other causes beyond the reasonable control of Jeen.

3. Severity Levels

All support requests are classified:

Severity Description
P0 – Critical Complete system outage or business-critical functionality unavailable
P1 – High Severe degradation of core functionality
P2 – Medium Partial degradation with available workaround
P3 – Low Minor issue, cosmetic defect, or general inquiry

4. Support Availability

Severity Support Coverage
P0 24/7
P1 24/7
P2 Business Hours
P3 Business Hours

Business Hours: Sunday–Thursday, 09:00–18:00 GMT + 3

Customer shall send each support request to Technical project manager, as shall be appointed by Jeen, and to: support@jeen.ai.

5. Response Time SLA

Initial Response Time

Severity Full Remote Access Limited Remote Access On-Site Only
P0 ≤ 15 minutes ≤ 30 minutes ≤ 1 hour for Gush Dan metropolitan area.≤ 3 hours Greater Central region (Hadera to Gedera).≤ 4 hours for Jerusalem, Northern and Southern districts.
P1 ≤ 30 minutes ≤ 1 hour ≤ 4 hours
P2 ≤ 4 hours ≤ 8 hours ≤ 1 business day
P3 ≤ 1 business day ≤ 2 business days ≤ 2 business days

The response time is dependent upon:

  • Customer availability and access as  Limited Remote Access and On-site access require coordination and scheduling with customer.
  • Missing logs or insufficient data or slow customer response.
  • Scheduled work on customer developments

On-site visits required for handling P0 or P1 incidents caused by the Jeen platform shall be provided at no additional charge.

6. Deployment Accessibility Model

Support delivery depends on system accessibility:

6.1 Full Remote Access

  • Direct system access by support team
  • Fastest diagnosis and resolution

6.2 Limited Remote Access

  • Partial access (restricted logs / APIs)
  • Customer assistance required for data collection and response

6.3 On-Site Only (Air-Gapped)

  • No remote access
  • Customer executes guided actions
  • On-site visits (if required) are scheduled separately

7. Customer Responsibilities

To ensure SLA compliance, the customer must:

  • Provide timely access to logs and system data
  • Execute guided troubleshooting steps when required
  • Maintain supported versions of the software
  • Ensure availability of technical contacts during incidents

Failure to meet these responsibilities may impact SLA commitments.

8. Escalation Process

Customers may request escalation if:

  • Response times are not met
  • Issue impact increases
  • Business-critical deadlines are affected

Escalations will:

  • Increase internal priority
  • Trigger additional resource allocation
  • Assign an Incident Manager (for critical cases)

9. Pre-Release (Beta) Features

Pre-release versions and features:

  • May not be fully functional
  • May contain errors or design limitations
  • Are provided “AS-IS” and “AS-AVAILABLE”
  • Are excluded from standard SLA commitments

Use in production environments is not recommended.

10. End-of-Life (EOL) Policy

  • EOL versions are not covered SLA
  • Customers are required to upgrade to supported versions
  • Limited assistance may be provided on a best-effort basis
  • Notice of EOL and EOS shall be provided no less than 12 months in advance

11. Maintenance, Updates and Security Patches

  • As part of the support services, Jeen shall provide the Customer with software maintenance updates, including security patches, bug fixes, performance improvements, and version updates that are generally made available by Jeen for the licensed platform.
  • Each planned update or upgrade shall be accompanied by release notes describing the content of the update, affected components, known impacts, prerequisites, and any required Customer actions.
  • Planned updates shall be coordinated with the Customer in advance and shall not be performed without the Customer’s prior approval.
  • Critical security patches may be handled on an expedited basis. In such cases, Jeen shall notify the Customer as soon as reasonably practicable and provide relevant release notes or technical details once available.

12. SLA Reporting

  • Upon the Customer’s request, Jeen shall provide the Customer with an SLA performance report, including:
    • Number of incidents opened during the relevant reporting period;
    • Classification of incidents by severity level;
    • Initial response times;
    • Resolution times;
  • The reporting period shall be specified by the Customer in its request, subject to the availability of relevant support data.