Service Terms

Last revised: 1 August 2025

Introduction

This Service Level Agreement (“SLA”) outlines the levels of service that XTOPIA (“Service Provider”) commits to provide to its subscribers (“Client” or “Customer”) for the use of its AI-powered digital tools, including but not limited to:

  • AI Assistant
  • AI Form Builder
  • Content Composer
  • Smart Search
  • Other platform services as made available

This SLA is subject to the terms and conditions outlined in the Master Subscription Agreement or Terms of Use.

Service Commitment

XTOPIA commits to providing 99.5% uptime availability for its core platform services, excluding planned maintenance windows or circumstances beyond reasonable control (force majeure).

Support and Response Time

Severity Level
Response Time
Turnaround Time
Severity 1 (Critical): Service is down or inaccessibleWithin 1 businesshourWithin 2 hours
Severity 2 (High): Major feature malfunction, work severely impactedWithin 4 business hoursWithin 4 hours
Severity 3 (Medium): Minor issue, workaround availableWithin 8 business hoursWithin 3 business days
Severity 4 (Low): General question or requestWithin 12 business hoursWithin 5 business days

Maintenance and Updates

Planned Maintenance
XTOPIA performs planned system maintenance outside of peak business hours. Clients will be notified at least 48 hours in advance via platform notices or email.

Emergency Maintenance
In cases where urgent fixes or patches are required, XTOPIA will act immediately and inform clients as soon as practically possible.

Exclusions

This SLA does not apply to:

  • Issues caused by third-party services or client-side configurations
  • Internet connectivity or performance outside of XTOPIA’s control
  • Downtime during scheduled maintenance
  • Beta or trial features

Term & Review

This SLA remains valid for the duration of the active subscription. XTOPIA reserves the right to update this SLA with 30 days’ notice.

Contact

To get in touch with our Customer Service - please use any of the options listed below:

  1. Go to XTOPIA Help Center which is available at: https://www.xtopia.io/resources/help-centre
  2. Send an email message to: [email protected]

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