Service Level Agreement

1.1  This Service Level Agreement (“SLA”) defines the service levels, support arrangements and related responsibilities applicable to the CoPlanAI service (the “Service”) provided by SPIN Unit Lab Oy (the “Service Provider”) to the client organisation to which the Service is supplied (the “Customer”).

1.2  This SLA forms an appendix to, and shall be read together with, the service agreement between the Service Provider and the Customer (the “Main Agreement”). In the event of a conflict, the Main Agreement prevails unless expressly agreed otherwise.

1.3  This SLA does not apply to free trials, pilots, test or staging environments, or to services expressly provided on a best-effort basis.

4.1  CoPlanAI is a cloud-based platform supporting participatory urban planning through AI-assisted image generation. It enables participants to propose and visualise modifications to urban environments through text-based prompts and predefined workshop workflows.

4.2  The Service is operated on the IKON AI platform and hosted on infrastructure managed by the Technical Operator.

5.1  Availability target

The Availability target for the Service is 99.5%, measured per calendar month during Business Hours only. Outside Business Hours, the Service is provided on a commercially reasonable best-effort basis without an availability commitment, except during scheduled Workshop Sessions as set out in §6.

5.2  Measurement

Availability is measured by the Technical Operator’s monitoring systems and calculated as: Availability (%) = (total Business-Hours minutes in the month − unplanned downtime minutes during Business Hours) ÷ total Business-Hours minutes in the month × 100. The Technical Operator’s monitoring records constitute the primary measurement source.

5.3  Exclusions

The following are excluded from downtime when calculating Availability:

• Planned Maintenance notified in accordance with §8;
• failures caused by the Customer, its end users, or third-party systems or networks outside the Service Provider’s or Technical Operator’s reasonable control (including general internet connectivity);
• degradation or unavailability of third-party AI model providers, where the Technical Operator has taken commercially reasonable steps to mitigate (e.g. fallback models);
• force majeure events as defined in the Main Agreement;
• suspension of the Service permitted under the Main Agreement (e.g. for security reasons or misuse).

6.1  The Customer may schedule Workshop Sessions by giving the Service Provider at least five (5) Business Days’ prior notice, including date, time, expected number of participants and the workflows to be used.

6.2  Scheduled Workshop Sessions constitute the primary service-level commitment under this SLA. Workshop Sessions may take place outside Business Hours, including evenings and nights. For each scheduled Workshop Session, the Service Provider and the Technical Operator shall: (a) verify the operational readiness of the Service and the relevant workflows no later than one (1) Business Day before the session; and (b) perform no Planned Maintenance during the session.

6.3  Where the Customer designates a Workshop Session as critical in the scheduling notice, the Service Provider and the Technical Operator shall additionally: (a) perform a pre-session test of the relevant workflows together with the Customer or its facilitator; and (b) arrange standby technical support for the duration of the session, including where the session takes place outside Business Hours. The practical arrangements for standby support are agreed when the session is scheduled.

6.4  If the Service becomes unavailable or materially degraded during a Workshop Session covered by standby support under §6.3, the Incident is classified as Critical and restoration work begins immediately, with a response time of one (1) hour as set out in §7.3. For other Workshop Sessions, Incidents are handled in accordance with §7 within Business Hours.

7.1  Support channels and hours

Support is available during Business Hours by email at spin@spinunit.org and, for Workshop Sessions covered by standby support under §6.3, via a designated direct contact agreed in advance. The Service Provider does not maintain a standing on-call service outside Business Hours. Incidents reported outside Business Hours are addressed on a best-effort basis and acknowledged no later than the start of the next Business Day.

7.2  Support model

The Service Provider provides first-line support, including receipt, triage and classification of Incidents and end-user guidance. The Technical Operator provides second-line technical support for Incidents escalated by the Service Provider. The Customer’s single point of contact for all support matters is the Service Provider.

7.3  Incident classification and response times

Incidents are classified by the Service Provider, acting reasonably and in consultation with the Customer, according to the table below. Response and resolution times are measured within Business Hours, except as expressly stated for Workshop Sessions.

“Response time” means the time from the Customer’s Incident report to the Service Provider’s substantive acknowledgement. “Resolution target” means the target time for restoring the Service to normal operation or providing a reasonable workaround; resolution targets are objectives, not guaranteed remedies.

8.1  Planned Maintenance is performed, where reasonably practicable, outside Business Hours (weekdays 18:00–08:00 EET/EEST or weekends).

8.2  The Service Provider shall give the Customer at least five (5) Business Days’ notice of Planned Maintenance expected to cause a material interruption to the Service.

8.3  Emergency maintenance required to address security vulnerabilities or imminent service failure may be performed without prior notice; the Customer shall be informed as soon as reasonably practicable.

9.1  The Technical Operator performs automated backups of Service data at least once per day. The target recovery point objective (RPO) is twenty-four (24) hours and the target recovery time objective (RTO) is eight (8) Business Hours.

9.2  Backup, restoration and data-return procedures upon termination are governed by the Main Agreement and the Data Processing Agreement between the parties.

10.1  The Service Provider and the Technical Operator maintain appropriate technical and organisational measures to protect the Service and its data, including encryption of data in transit, access controls and security monitoring.

10.2  The processing of personal data in connection with the Service is governed by the Data Processing Agreement between the Service Provider and the Customer. Personal-data breaches are notified in accordance with the Data Processing Agreement and applicable data protection law, including the GDPR.

The service levels in this SLA are conditional on the Customer:

• designating named contact persons authorised to report Incidents and receive notifications;
• reporting Incidents without undue delay, with reasonable detail to enable diagnosis;
• providing reasonable cooperation and information during Incident investigation;
• ensuring its end users comply with the applicable terms of use of the Service;
• scheduling Workshop Sessions in accordance with §6.

Upon the Customer’s request, and no more frequently than monthly, the Service Provider shall provide a service report covering Availability for the relevant period, a summary of Incidents and their resolution, and Planned Maintenance performed and upcoming.

13.1  If the monthly Availability target is not met, or response times are repeatedly missed, the Service Provider shall, upon the Customer’s request, provide a written remediation plan within ten (10) Business Days, describing the root cause and the corrective measures to be taken.

13.2  If the Availability target is missed in three (3) consecutive calendar months, either party may escalate the matter to senior management of both parties for resolution.

13.3  This SLA does not provide for service credits. The remedies available to the Customer for failure to meet the service levels are those set out in this section and in the Main Agreement.

14.1  This SLA enters into force on the effective date of the Main Agreement and remains in force for as long as the Main Agreement remains in force.

14.2  The parties shall review this SLA at least annually and may amend it by written agreement.

14.3  This SLA is governed by the governing law and dispute resolution provisions of the Main Agreement.