Service Level Agreement (SLA) Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd
Contact: support@syntrasolutions.tech

1. Overview

This Service Level Agreement ("SLA") outlines the expectations and service commitments between Syntra AI Solutions Ltd ("Provider") and its clients ("Customer") for the delivery of chatbot services.

2. Scope of Services

Syntra AI provides AI-powered chatbot services via a Software-as-a-Service (SaaS) model, including:

Essentials Package (\u00a3149/month + \u00a350 setup)

Pro Suite (custom pricing)

Ongoing support (troubleshooting for Essentials, proactive optimization for Pro)

3. Service Availability

Uptime Commitment: 99.5% monthly uptime, excluding scheduled maintenance

Support Hours: 9am to 6pm GMT, Monday to Friday (excluding holidays)

Incident Response Time:

Critical Issues: within 4 business hours

Major Issues: within 1 business day

Minor Issues: within 2 business days

4. Exclusions

Service availability and performance may be affected by:

Internet service provider failures

Customer-side hardware/software issues

Force majeure events

Third-party platform outages (e.g., Botpress, OpenAI)

5. Remedies

If monthly uptime falls below 99.5%, customers may request:

1-day service credit for each full 1% below the SLA, up to a maximum of 5 days/month

Request Process: Submit within 10 business days of the end of the affected month

6. Termination

This SLA remains valid for the duration of the subscription. Either party may terminate per the Terms & Conditions.

Fair Usage Policy Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd

Purpose

To ensure quality, reliability, and performance for all customers, Syntra AI Solutions Ltd applies a Fair Usage Policy (FUP) to its chatbot services.

Guidelines

Monthly Interactions: Essentials Package is intended for up to 5,000 chatbot interactions/month. Usage beyond this may require an upgrade.

Support Requests: Essentials includes troubleshooting only. Excessive or repeated optimization requests may result in additional charges.

Automation Abuse: Use of bots for unlawful or mass-scraping activities is prohibited.

Breach of Policy

Customers exceeding fair use thresholds may be:

Contacted to discuss usage

Asked to upgrade their plan

Suspended or terminated for continued misuse

Accessibility Policy Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd

Commitment

We are committed to making our chatbot services and website accessible to all users, including those with disabilities, by aligning with Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards.

Measures Taken

Clear, readable fonts and contrast

Chatbot keyboard navigation support

Alt text for graphics

Continuous testing and updates

Feedback

If you encounter accessibility barriers, please contact: support@syntraai.com.

AI Transparency & Regulation Policy Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd

1. AI Use Disclosure

Syntra AI Solutions Ltd uses AI technology including OpenAI's language models and Botpress for powering chatbot services. Customers will be clearly informed when they are interacting with AI, in compliance with the EU AI Act.

2. Intended Purpose

Our AI chatbots assist with:

Customer support

Bookings and FAQs

Form filling

E-commerce queries

They are not intended to:

Provide medical, legal, or financial advice

Make autonomous decisions without human oversight

3. Risk Management & Monitoring

Continuous human oversight for Pro Suite

Logs stored securely for auditability

Regular reviews of AI behavior and hallucination risks

4. Data Handling

Personal data is processed in accordance with GDPR, CCPA, and our Privacy Policy. All interactions are encrypted and stored within EU/UK-compliant infrastructure.

5. EU AI Act Compliance

Systems are classified as limited-risk AI

Transparent user notices are displayed

Human fallback and escalation paths are ensured

Liability Disclaimer Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd

1. Limitation of Liability

Syntra AI Solutions Ltd shall not be held liable for:

Loss of business, revenue, or data

Damages arising from chatbot errors, content accuracy, or reliance on AI-generated responses

Third-party platform outages (e.g., OpenAI, Botpress)

2. Maximum Liability

Total liability is limited to the total fees paid by the customer in the 3 months preceding the claim.

3. No Guarantee of Outcomes

AI outputs may vary. We do not guarantee chatbot accuracy or completeness, particularly in untrained domains.

4. Client Responsibilities

Customers are responsible for:

Vetting chatbot output

Ensuring legal disclaimers where needed

Not using bots for critical life-dependent functions

Intellectual Property Policy Effective Date: [Insert Date]
Company: Syntra AI Solutions Ltd

1. Ownership

Syntra AI Solutions Ltd retains all rights to its proprietary chatbot frameworks, tools, and configurations.

Customers retain rights to their own data, brand assets, and any custom content provided.

2. Custom Work

Custom bots or flows developed for clients remain the intellectual property of Syntra AI unless otherwise agreed in writing. Clients are granted a non-exclusive, non-transferable license to use the custom bots for their business use.

3. Restrictions

Clients may not:

Copy, reproduce, or resell chatbot code or structures

Remove proprietary notices or disclaimers

Use Syntra AI's tools outside the agreed platform

4. Infringement

Customers are liable for ensuring any content submitted to their chatbot does not infringe third-party IP rights.

5. Termination

Upon termination of services, Syntra AI will disable chatbot access. Client may request export of permitted content if agreed in contract.

AI Ethics Policy

Syntra AI Solutions Ltd is dedicated to the ethical development and deployment of AI technologies. We ensure that our AI-powered chatbot services uphold fairness, transparency, accountability, and respect for user rights.

Our key ethical principles include:

Transparency: Users are informed when they are interacting with AI systems and understand the AI’s capabilities and limitations.

Fairness: AI outputs are designed to avoid biases related to race, gender, ethnicity, religion, or other protected characteristics.

Privacy: AI systems process personal data in compliance with GDPR, CCPA, and other data protection laws.

Accountability: We maintain human oversight to monitor AI behavior, promptly addressing any harmful or unintended consequences.

Safety: AI systems are tested to minimize risks, including hallucinations, misinformation, or inappropriate content.

We continuously review and update our AI systems to align with emerging ethical standards and legal requirements, including the EU AI Act.

Content Moderation Policy

To maintain a safe, respectful, and lawful environment, Syntra AI Solutions Ltd implements content moderation policies governing the data processed and generated by our chatbots.

Content guidelines include prohibiting:

Hate speech, discrimination, and harassment

Illegal activities or content promoting violence

Spam, phishing, or deceptive practices

Adult or explicit content

Misinformation, including health, legal, or financial advice outside of verified sources

Moderation process:

Automated filters detect and block prohibited content in real-time

Human review teams investigate flagged content and take appropriate action

Customers are responsible for their own chatbot content and must ensure compliance with applicable laws and regulations

Repeat violations may lead to service suspension or termination

We encourage users to report inappropriate chatbot behavior or content to [support@syntraai.com].

Refund & Cancellation Policy
Effective Date: 29 May 2025

At Syntra AI Solutions Ltd, we aim to deliver high-quality AI chatbot solutions tailored to your business needs. This policy explains how refunds and cancellations are handled for our services.

1. Overview of Service Packages

We offer the following service packages:

Essentials Package: £149/month, with a £50 setup fee

Custom Pro Suite: Quoted per client, with setup and monthly fees determined individually

Both packages are offered as Software-as-a-Service (SaaS) and include ongoing support.

2. Setup Fees

All setup fees are non-refundable. This fee covers the time, configuration, and resources required to launch your chatbot.

3. Refund Policy

We offer a 30-day refund window for new clients on monthly subscriptions, excluding the setup fee.

To be eligible:

You must request a refund within 30 days of your initial payment

The request must be submitted to support@syntraai.com with your account and payment details

Refunds apply only to the Essentials Package subscription fee

Custom Pro Suite packages are not eligible for refunds once work has begun, as they are tailored, quoted services.

4. Cancellations

You may cancel your Essentials Package subscription at any time by emailing support@syntraai.com.

Cancellations take effect at the end of your current billing period.

We do not offer prorated refunds for cancellations made part-way through the billing cycle.

Pro Suite clients must refer to their specific agreement for cancellation terms.

5. Modifications to the Policy

We reserve the right to update this policy at any time. Changes will be posted on our website, and continued use of the service after updates indicates acceptance.

6. Contact

If you have questions about refunds or cancellations, please contact us at:
📧 support@syntrasolutions.tech