Effective Date: 1 January 2026
This Service Level Agreement ("SLA") states the availability commitment that Zubu.AI, Inc. ("Zubu") makes for its hosted legal hold, preservation and collection platform. It forms part of the Zubu Terms of Service at https://www.zubu.ai/terms-of-service or the Enterprise Agreement between Zubu and the customer ("Customer"), together the "Agreement". Support response targets are in the Zubu Support and Maintenance Policy at https://www.zubu.ai/support.
1. Scope
1.1 This SLA applies to Customer's paid production subscription to the Services during its Subscription Term, whether Customer purchased it from Zubu or through an authorized Zubu partner.
1.2 This SLA does not apply to free trials, proofs of concept, beta or preview features, demonstration environments, or onboarding, training and other professional services.
1.3 If Customer has a signed agreement with Zubu that contains different service levels, that agreement controls.
2. Definitions
Capitalized terms not defined in this SLA have the meanings given in the Agreement.
2.1 "Available" means that Customer's Authorized Users can sign in to the production web application of the Services and use its core legal hold functions: creating and managing holds, sending hold notices, and viewing custodian acknowledgments.
2.2 "Downtime" means the total minutes in a calendar month during which the Services are not Available, as measured by Zubu's monitoring systems, other than minutes caused by an Excluded Event.
2.3 "Excluded Event" means any event listed in Section 5.
2.4 "Monthly Uptime Percentage" means the total minutes in a calendar month, minus Downtime, divided by the total minutes in that month, expressed as a percentage.
2.5 "Monthly Fees" means the Subscription fees for the affected Services that are attributable to the calendar month in which the Downtime occurred. For a Subscription billed annually, Monthly Fees are one-twelfth of the annual Subscription fee. Where Customer purchased through an authorized partner, Monthly Fees are calculated on the amount Customer paid the partner for the Subscription.
2.6 "Scheduled Maintenance" means maintenance for which Zubu gives at least [forty-eight (48)] hours' notice by email or in the Services, and which does not exceed [eight (8)] hours in any calendar month.
2.7 "Service Credit" means a credit against future Subscription fees, calculated under Section 4.
3. Availability Commitment
Zubu will use commercially reasonable efforts to make the Services Available with a Monthly Uptime Percentage of at least [99.9%] in each calendar month.
4. Service Credits
4.1 Credit schedule. If the Monthly Uptime Percentage in a calendar month falls below the commitment in Section 3, Customer is eligible for a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit, as a share of Monthly Fees |
|---|---|
| Below [99.9%] but at least [99.0%] | [5%] |
| Below [99.0%] but at least [95.0%] | [10%] |
| Below [95.0%] | 15% |
4.2 How to claim. Customer must send a claim to support@zubu.ai within thirty (30) days after the end of the month in which the Downtime occurred. The claim must identify the account, the dates and times of the unavailability, and the affected users. A customer that purchased through an authorized partner may submit the claim through that partner.
4.3 Verification. Zubu will review the claim against its monitoring records and respond within thirty (30) days. Zubu's records are the basis for calculating the Monthly Uptime Percentage, and Zubu will share the relevant records on request.
4.4 How credits are applied. Zubu applies an approved Service Credit to the next invoice for the affected Subscription. Where Customer purchased through an authorized partner, Zubu applies the credit to the partner's account for that Subscription, and the partner passes it to Customer. Service Credits are not refundable in cash, except that an unused credit is refunded if the Subscription ends with no further invoice due.
4.5 Limits. The total Service Credits for a calendar month will not exceed 15% of the Monthly Fees for that month. Customer is not eligible for a Service Credit while any undisputed fee for the Subscription is overdue.
5. Excluded Events
Downtime does not include unavailability caused by:
Scheduled Maintenance, and emergency maintenance that Zubu reasonably determines is needed to address a security issue or prevent a service disruption;
Customer's own systems, networks, browsers, identity provider, devices or internet connection;
Customer's source systems and other third-party platforms that Zubu does not control, such as Microsoft 365, Google Workspace, Slack and Confluence, including their outages, throttling, API changes and permission changes;
the storage, review platform or other destination Customer chooses for collected content;
AI Features and other functions that run inside Customer's own cloud environment;
Customer's credentials, permissions or configuration, or any act or omission of Customer or its Authorized Users, including use that breaches the Agreement;
suspension of the Services as the Agreement permits;
a general internet failure, or a failure of a hosting or network provider that is outside Zubu's reasonable control and affects that provider's customers generally; and
a force majeure event as described in the Agreement.
6. What This SLA Does Not Cover
6.1 Collections and preservation actions. The speed and completion of an individual hold, preservation or collection depends on the source system, the volume of data and Customer's configuration. This SLA measures whether the Services are Available, not how long a particular job takes or whether a third-party platform completes it.
6.2 Support response. Target response times for support requests are in the Support and Maintenance Policy and carry no Service Credits.
7. Repeated Failure
If the Monthly Uptime Percentage is below [99.0%] in any [three (3)] calendar months within a [six (6)] month period, Customer may terminate the affected Subscription by written notice given within thirty (30) days after the end of the last of those months. Zubu will refund the fees prepaid for the unused part of the Subscription Term, through the authorized partner where Customer purchased through one.
8. Exclusive Remedy
Service Credits, and the termination right in Section 7, are Customer's sole and exclusive remedies for any failure of the Services to be Available. This SLA is subject to the disclaimers and the limitation of liability in the Agreement, and Service Credits count toward that limit.
9. General
9.1 Changes. Zubu may update this SLA by posting a revised version. Zubu will not reduce the availability commitment or the Service Credits for a Subscription during its then-current Subscription Term.
9.2 Contact. Claims and questions: support@zubu.ai. Legal notices: Zubu.AI, Inc., Attn: Legal Department, 100 Pine Street, Suite 1250, San Francisco, CA 94111, legal@zubu.ai.
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