The primary purpose of this Agreement is to ensure that all necessary components and commitments are in place to provide consistent IT service support and delivery to the Customer. The objectives of this SLA are to:

● Define service ownership, responsibilities, and accountability.
● Provide a clear, concise, and measurable description of service provision.
● Align the expectations of service delivery with the actual services provided.

This Agreement is valid from the Effective Date stated above and remains in effect until further notice. It will be reviewed at least once every fiscal year. If a review does not occur during the specified period, the current Agreement will continue to be in effect.

Following Service Provider's initial response to a Claim, Service Provider will work with Customer to identify and resolve any and all Issues. Service Provider will consider a Claim to be resolved if:
(a) Customer agrees that the Issue is resolved;
(b) The source of the Issue lies with a third party, in which case, Service Provider will continue to assist Customer and act as a resource to Customer while Customer works with the third party to resolve such Issue; or
(c) Customer does not respond to a query or request from Service Provider regarding an Issue after seven (7) consecutive calendar days.

This SLA does not apply to any performance or availability issues:
(a) Due to events outside of Service Provider's control, including but not limited to, Issues caused solely by:
(i) Customer's or its End Users' hardware, software or connectivity issues;
(ii) corrupted Customer Content;
(iii) technical limits of a Power BI custom visual;
(iv) acts or omissions of Customer, its employees, agents, contractors, or vendors; or
(v) a third party gaining access to the Service by means of Customer's Authorized Users' accounts or equipment;
(b) Caused by Customer's continued use of the Service after Service Provider has advised Customer to modify such use, if Customer did not modify its use as advised;
(c) Occurring during beta and trial services, unless otherwise agreed to in writing by Service Provider.
(d) Technical Limitations of a Custom Power BI Visual: the Customer acknowledges that custom Power BI visuals have certain technical limitations. These limitations are inherent to the Power BI platform and may affect the performance and functionality of the chatPowerBI visual. Such limitations include, but are not limited to:
(i) Data volume restrictions;
(ii) Rendering performance constraints;
(iii) Compatibility issues with certain data types;
(iv) Limitations on interactive features.
The Service Provider will make best efforts to optimize the chatPowerBI visual within these technical constraints. However, issues arising directly from these platform limitations are not covered under this SLA. Customer acknowledges these limitations and agrees that performance issues directly resulting from these technical constraints do not constitute a breach of this SLA.