PETUUM® SERVICE LEVEL COMMITMENT
Last Updated: October 10, 2019
This Petuum Service Level Commitment (this “SLA”) is a policy outlining the service level commitments with which Petuum, Inc. (“Petuum”) agrees to comply with respect to the specific Petuum services covered under this SLA.
This SLA applies separately to each account using the covered Petuum services and any credits to be calculated shall be calculated exclusively on the basis of the recurring subscription fees specific to such Covered Services (as defined below). Unless otherwise provided herein, this SLA is subject to the terms of the Petuum Neurobots Services Agreement and capitalized terms will have the meaning specified in the Petuum Neurobots Services Agreement.
Neurobots Service Description
Neurobots are a series of advanced pre-trained AI capabilities that are easy to integrate into business workflows, software solutions.
Neurobots contain product in the following ML disciplines:
• Computer vision
• Multi-lingual natural language understanding
• Verbal communication
• Complex variables optimization
Neurobots are provided in the form of online services hosted by Petuum.
Kaibot is a multi-lingual natural language understanding solution. The key benefits with Kaibot is the ability to find the right answer using human language. This does not require manual resources to hard code questions to answers.
Users will provide data, via the appropriate mechanism including API or pre-built template,
that connects to Kaibot with pre-built models for training.
Once customer data is trained, the users will be able to integrate Kaibot API for their own application.
Chimebot is an automated speech recognition service designed to be customizable for the customers’ ambient noise environment.
Users will record the ambient noise environment in the target usage environment. The recorded data will be connected via the appropriate mechanism including API or pre-built template.
The ambient noise data will be provided to Chimebot pre-built models for training.
Once customer data is trained, the users will be able to integrate Chimebot API for their own application.
Pixbot is a computer vision technology designed to classify and identify images without using large number of datasets. Pixbot includes pre-built models and templates that can be selected for different use cases.
Based on the use cases, users will supply the required image data into Pixbot via the appropriate mechanism including API or pre-built template.
The image data will be used by Pixbot pre-built models for training.
Once customer data is trained, the users will be able to integrate Pixbot API for their own application.
Chicbot is a computer vision technology designed to parse images without using large number of datasets. Chicbot includes pre-built models and templates that can be selected for different use cases.
Based on the use cases, users will supply the required image data into Chicbot via the appropriate mechanism including API or pre-built template.
The image data will be used by Chicbot pre-built models for training and processing. Once customer data is trained, the users will be able to integrate Chicbot API for their own application.
Petuum will make ongoing updates to Neurobots whereby detail will be distributed by Petuum via the appropriate communication channel.
Petuum reserves the right to make changes to this SLA from time to time at its discretion. Petuum will provide Client at least 30 days’ notice of any changes to this Service Description. The effective date of such changes will be reflected in the “Last Updated” date referenced above. Your continued use of the Covered Services after such effective date constitutes your agreement to such revisions.
Petuum will use commercially reasonable efforts to make the Covered Services each available in accordance with the service levels set forth in the table below, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Covered Services do not meet the Service Commitment, you will be eligible to receive a Service Credit, subject to the terms and conditions set forth below.
Service Commitments and Service Credits
Service Level: System Availability
Description and Measurement Method: The percentage time that the network(s) on which the operation of, and access to, the applications and functionality that make up Petuum’s Covered Services is dependent will be in service and available for access and use, including without limitation data input, retrieval, and processing by end-users.
Service Level Commitment (measured monthly): 99.0%
“System Availability” will be calculated on a monthly basis as a percentage using the following calculation:
Percent Availability = 100 – [Unplanned Downtime / (Total Hours of Operation – Actual Planned Downtime) X 100]
Petuum’s calculation of service level commitment metrics shall be final and binding, except for incidents of clear mistake or willful misconduct.
The System Availability commitments above exclude unavailability caused by the following:
(1) “Planned Downtime.” Ad hoc maintenance, back-ups, and upgrades will be performed with at least two (2) weeks’ notice. Such scheduled downtime shall in no event occur during working hours in Japan (Monday through Friday, 9AM – 9PM local Japan time). This maintenance window will not be any longer than three (3) hours.
(2) Failures in the larger Internet network, including failures that are outside Petuum’s control;
(3) Failures, downtime and availability issues that are caused by third party failures (e.g., power outages, data center issues) are excluded from the calculation of this service level to the extent such downtime or availability issue is not caused by Petuum’s act or omission;
(4) Emergency maintenance deemed necessary by Petuum to maintain the integrity, security, or performance of Petuum’s services and/or the network or systems on which the operation of, and access to, the applications and functionality that make up Petuum’s services is dependent. Where reasonably possible Petuum intends to provide 24 hour advanced notice of any such emergency maintenance; provided, however customer acknowledges that, depending on the facts and circumstances, Petuum may not provide full 24 hour or, any, advance notice. Emergency maintenance shall only be excluded to the extent not necessitated by Petuum’s own negligence or intentional conduct.
Petuum will measure continuously and will maintain appropriate books and records to track actual performance against stated service level commitments. Upon customers’ reasonable request Petuum will provide a report of such information applicable to customers’ services.
In any month in which service level defaults have occurred, Petuum shall apply a credit of 5% of the amount that is 1/12 of customer’s annual fees invoiced for the covered services hereunder. Such credit shall be applied to customer’s next invoice.
Petuum will apply Service Credits, if any, only against future payments for the Covered Services otherwise due from you. Service Credits will not entitle you to any refund, cash, or other payment from Petuum. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the [Petuum Service Agreement], your sole and exclusive remedy for any unavailability, non- performance, or other failure by Petuum to provide the Covered Service in accordance with the Service Level Commitments set forth herein is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim to Petuum in writing by emailing SLA-Credit@petuum.com. To be eligible, the credit request must be received by Petuum prior to the end of the second calendar month after which the incident occurred and must include:
(a) the words “SLA Credit Request” in the subject line;
(b) the dates and times of each Service Level Commitment breach that you are claiming; and
(c) the affected Covered Services.
Within 15 days of Petuum’s receipt of a complete Credit Request, Petuum will review its records to verify the Service Level Commitment breach. Upon confirmation, the Service Credit will be issued to you within one billing cycle following the month in which your request is confirmed. Failure to provide the written Credit Request and all other information as required above will disqualify you from receiving a Service Credit.
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