● Legal
Service Level Agreement
Last Update Date: 1 September 2026
This Service Level Agreement (“SLA”) forms part of the Software as a Service Subscription Agreement (“SSA”) between SanctifAI Dental Inc. dba Dental Maverick AI, a Delaware corporation (“Company”), and the customer that accepted the SSA (“Customer”). Each is a “Party” and together the “Parties”.
Customer accepted the SSA, and with it this SLA, when Customer created an account and indicated acceptance. Company records the version of each document accepted and the date of acceptance, and that record determines which version applies to Customer.
1. General Terms
- Objective: To establish Company’s obligations regarding the availability, performance, quality of the Service, and to define Customer’s recourse in the event of non-compliance with the metrics established in this SLA through the granting of Service Credits, which constitute Customer’s sole and exclusive financial recourse in case of Service unavailability.
- Term. This SLA applies for as long as Customer maintains an active subscription to the Service, and renews automatically with that subscription.
- Changes. Company may revise this SLA by publishing a new version at dentalmaverick.ai/legal with a new Last Update Date. Prior versions are retained and available on request to privacy@dentalmaverick.ai. The version Customer accepted continues to apply to Customer until Customer accepts a later version, except that:
- a revision that materially reduces the service levels committed here takes effect for Customer thirty (30) days after Company notifies Customer; and
- a revision that improves the service levels committed here takes effect for Customer on its effective date, without further action.
- Order forms. Where Company and Customer have executed a separate order form, that order form controls the scope and fees of the subscription, and this SLA applies to the Service described in it.
2. Service Availability
Company will use commercially reasonable efforts to make the Service available with a monthly availability percentage, during any monthly billing cycle, of at least 99% (“Availability Commitment”). In the event the Service does not meet the Availability Commitment, you will be eligible to receive a Service Credit as described below.
Availability for a given month is the total time in that month less any Downtime, divided by the total time in that month. “Downtime” means any period in which the Service is not functional and accessible via the internet, excluding any period caused by an event listed in the SLA Exclusions section. Availability is calculated from Company’s own monitoring records of the Service, which Company will make available to Customer on request in the event of a dispute over a Service Credit.
3. Service Credits
In the event Company fails to meet the Availability Commitment, Customer shall be entitled to a credit on the next invoice or customer renewal, provided Customer requests the credit in accordance with this section. To request a Service Credit, Customer must contact support@dentalmaverick.ai within thirty (30) days after the end of the monthly billing cycle in which the Availability Commitment was not met, identifying the affected billing cycle and the dates and times of the unavailability. The sole and exclusive remedy for any unavailability or non-performance of the Service or failure to provide the Service is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.
“Monthly Base Rate” means, unless defined otherwise in the SSA, the recurring monthly subscription fee for the Service payable by Customer for the affected monthly billing cycle, excluding taxes, one-time fees and usage-based charges.
| Monthly Availability Percentage | Service Credit Percentage |
|---|---|
| Less than 99% but greater than or equal to 98% | 5% of the Monthly Base Rate. |
| Less than 98% but greater than or equal to 95% | 10% of the Monthly Base Rate. |
| Less than 95% | 25% of the Monthly Base Rate. |
4. Support and Response Times
Company classifies service incidents based on the impact reported by Customer and according to severity. Customer reports service incidents to support@dentalmaverick.ai and response times run from Company’s receipt of the report.
| Classification | Defining Impact | Initial Response Target | Solution Target |
|---|---|---|---|
| Severity 1 (Critical) | The Service is completely inoperable or inaccessible (e.g. 100% of the affected Authorized Users). | < 2 hours (24x7) | Continuous effort (24x7) until restoration. |
| Severity 2 (High) | Degraded or unavailable core functionality, affecting most Authorized Users. No workaround. | < 4 hours (working hours) | Regular updates until restoration. |
| Severity 3 (Medium) | Minor bug, limited functionality. A workaround is available or affects a limited number of users. | < 24 hours (working hours) | Prioritised in a subsequent release. |
| Severity 4 (Low) | General questions, enhancement requests, or purely cosmetic failures. | < 48 hours (working hours) | Scheduled based on workload. |
Working hours: 9:00 AM to 5:00 PM US Central Time, Monday - Friday, excluding public holidays
5. SLA Exclusions
Company will not be liable for Service interruptions or failures that are caused by:
- Scheduled maintenance by Company. Scheduled maintenance that requires Downtime will be notified to Customer at least twenty-four (24) hours in advance, will be scheduled outside 9:00 AM to 5:00 PM US Central Time where reasonably practicable, and will not exceed eight (8) hours in any calendar month. Downtime from scheduled maintenance in excess of that limit counts against the Availability Commitment;
- Factors beyond Company’s reasonable control or any unavailability caused by unforeseeable events or circumstances, whether or not specified in the SSA as Force Majeure;
- Customer use of the Service that does not comply with the SSA;
- Suspension or cancellation of the Service by Company due to Customer’s breach;
- Failures of Customer’s or third parties’ equipment, software, hardware, or internet;
- Actions or omissions of Authorized Users;
- Unavailability, degradation, latency, error, rejection, or change in behaviour of any third-party service on which the Service depends or with which it interoperates, including Customer’s practice management system, clearinghouses, payer and eligibility networks, payment processors, and cloud hosting or infrastructure providers; or
- Emergency suspensions, proactive downtimes or disconnections of the Service initiated by Company in good faith to prevent, mitigate or investigate an actual or suspected security incident involving PHI, or to ensure immediate compliance with HIPAA regulations and data protection laws.
6. Exclusion of Security and Privacy Incidents (HIPAA/PHI)
For the avoidance of doubt, Support and Response Times (Severity 1 through 4) and Service Credits established in this SLA apply exclusively to technical functionality, software bugs, and Service availability. Any event constituting a current or suspected breach, unauthorized access, alteration, or disclosure of PHI or Personal Data shall not be treated as a standard technical support ticket. Such security and privacy incidents are strictly excluded from these SLA’s metrics and remedies and are governed entirely and exclusively by the emergency response protocols and liability terms established in the applicable BAA and DPA.
Questions? Email support@dentalmaverick.ai.