This Enterprise & Public-Sector Addendum (the “Addendum”) supplements the AssistantLabs Terms & Conditions (the “Terms”) for the specific Customer identified in the applicable order form or signed agreement (the “Order”). It applies only to that Customer and only while the Order is in effect. To the extent of any conflict, this Addendum prevails over the Terms for that Customer; in all other respects the Terms continue to apply. Capitalised terms not defined here have the meaning given in the Terms.
1.1 Warranty – AssistantLabs warrants that, during the subscription term, the Service will perform materially in accordance with its then-current documentation under normal use.
1.2 Sole Remedy – If the Customer notifies AssistantLabs in writing of a material, reproducible failure of the Service to meet this warranty, AssistantLabs will use commercially reasonable efforts to correct it. If AssistantLabs is unable to correct the failure within a reasonable period, the Customer’s sole and exclusive remedy is to terminate the affected subscription and receive a pro-rata refund of any prepaid Fees for the unused portion of the term.
1.3 Exclusions – This warranty does not apply to (i) AI Output accuracy or suitability (see Section 6), (ii) Beta Features, (iii) issues caused by the Customer’s configuration, content, equipment or connectivity, or (iv) failures originating at a third-party AI Provider, channel provider, Integration provider or payment processor. Except as expressly stated in this Section, the Service is provided as described in the Terms.
2.1 Definitions
2.2 Commitment – AssistantLabs will use commercially reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5% for the Service Layer.
2.3 Excluded Downtime – The following are not counted as Downtime and are excluded from the SLA:
2.4 Service Credits – If the Monthly Uptime Percentage for the Service Layer falls below the commitment, the Customer is entitled to the following service credit, applied as a discount against a future invoice:
| Monthly Uptime Percentage | Service Credit (% of that month’s subscription Fee) |
|---|---|
| 99.5% or above | No credit |
| 99.0% to below 99.5% | 5% |
| 95.0% to below 99.0% | 10% |
| Below 95.0% | 25% |
2.5 Credit Conditions – Service credits are the Customer’s sole and exclusive remedy for any failure to meet the uptime commitment. To claim a credit, the Customer must request it in writing to support@assistantlabs.io within thirty (30) days after the end of the affected month, including reasonable supporting detail. Total credits in any month will not exceed 100% of that month’s subscription Fee. Credits are applied to future Fees, have no cash value and are not refundable. No service credit is available for any month in which the Customer is past due on any payment or otherwise in material breach of the Agreement.
2.6 Effectiveness – The service-credit obligation in Section 2.4 applies from the date AssistantLabs’ uptime monitoring for the Service Layer is operational for the Customer’s environment. Until then, Section 2.2 applies as a target without credits.
3.1 Channels – The Customer receives priority support via email (support@assistantlabs.io) and WhatsApp, the 24/7 AI support assistant for triage, a named AssistantLabs contact, and Zoom/video calls where reasonably necessary.
3.2 Severity Levels & Target Response Times – Response times are targets measured during Israeli business hours (Sun–Thu, excluding Israeli public holidays):
| Severity | Description | Target Initial Response |
|---|---|---|
| P1 – Critical | Service Layer down or unusable for the Customer with no workaround | 4 business hours |
| P2 – High | Major feature impaired; workaround may exist | 1 business day |
| P3 – Normal | Minor issue, question or request | 3 business days |
3.3 Scope – Response targets relate to AssistantLabs’ first substantive response and acknowledgement, not to resolution time, which depends on the nature of the issue and on third-party providers. Support targets are objectives and do not carry service credits.
4.1 Data Processing Addendum – The Parties will enter into AssistantLabs’ Data Processing Addendum (DPA), incorporating the EU Standard Contractual Clauses where applicable. The DPA governs the processing of personal data and prevails over this Addendum on data-protection matters.
4.2 Security Measures – AssistantLabs maintains the security measures described in its Privacy Policy and User Data Policy, including encryption in transit (TLS 1.2+) and at rest (AES-256), authenticated and role-based access, and encrypted backups. The underlying infrastructure (Google Cloud Platform) maintains SOC 2 and ISO 27001 certifications.
4.3 Sub-processors – AssistantLabs will maintain a current list of sub-processors (available on request) and will give the Customer reasonable prior notice of any new sub-processor that processes the Customer’s personal data.
4.4 Breach Notification – AssistantLabs will notify the Customer without undue delay, and in any event within seventy-two (72) hours, after becoming aware of a personal-data breach affecting the Customer’s data, and will provide the information reasonably necessary for the Customer to meet its own notification obligations.
4.5 Data Residency — Disclosure – The Customer acknowledges and agrees that the Service currently hosts and processes data in the United States (Google Cloud Platform, Iowa region), and that personal data is processed by AI Providers and other sub-processors in the United States and other locations as described in the Privacy Policy. Such transfers are safeguarded by the DPA and applicable Standard Contractual Clauses. The Customer is responsible for confirming that US-based processing is compatible with any data-localisation or sovereignty requirements applicable to it before relying on the Service. Alternative hosting regions may be available by separate written agreement and may be subject to additional fees and lead time.
4.6 Data Export & Deletion – On request, AssistantLabs will assist the Customer with export of its data and will delete the Customer’s data in accordance with the retention terms of the Privacy Policy and DPA, subject to legal retention requirements.
AssistantLabs will retain conversation records as configured by the Customer so that the Customer can meet its record-keeping, freedom-of-information and public-records obligations. The Customer is responsible for determining what it must retain and for configuring deletion accordingly. AssistantLabs does not independently determine the Customer’s statutory retention obligations.
6.1 No Accuracy Warranty – AI Output is generated by large language models and may be inaccurate, incomplete or unsuitable. AssistantLabs does not warrant the accuracy, completeness or fitness of AI Output for any particular purpose.
6.2 Human-in-the-Loop – The Customer agrees that, for any citizen-facing communication or any decision with legal, financial, eligibility, health or safety consequences, it will maintain appropriate human review and escalation and will not rely on AI Output as the sole basis for such communications or decisions. The Customer is responsible for the content delivered to its end-users.
6.3 Accessibility – The Customer is responsible for ensuring that any citizen-facing deployment (e.g., the web chat widget on its website) meets the accessibility requirements applicable to it. AssistantLabs will reasonably cooperate with accessibility enquiries.
7.1 Cap – For the Customer under this Addendum, the liability cap in the Terms is increased so that each Party’s aggregate liability arising out of or related to the Agreement will not exceed the total Fees actually paid by the Customer to AssistantLabs in the twelve (12) months preceding the first event giving rise to liability, provided that in no event will either Party’s aggregate liability under the Agreement exceed the total Fees actually paid by the Customer to AssistantLabs over the entire term of the Agreement.
7.2 Carve-outs – The exclusion of indirect damages in the Terms continues to apply. The cap in Section 7.1 does not apply to liability arising from (i) a Party’s breach of its confidentiality obligations, (ii) AssistantLabs’ breach of its data-protection obligations under the DPA, (iii) the Customer’s indemnification obligations, or (iv) either Party’s gross negligence or wilful misconduct, in each case subject to any limits required by Applicable Law.
8.1 Invoicing – Notwithstanding the credit-card terms in the Terms, the Parties may agree invoiced payment terms (e.g., net thirty (30) days) in the Order.
8.2 Insurance – On request, AssistantLabs will provide available information regarding its insurance coverage. Any specific insurance requirement must be agreed in the Order.
8.3 Term & Precedence – This Addendum is effective for the duration of the Order. Order of precedence: (1) the Order, (2) the DPA on data-protection matters, (3) this Addendum, (4) the Terms.
8.4 Contact – Enterprise and public-sector enquiries: legal@assistantlabs.io.
Agreed by the Parties as of the Effective Date of the Order:
| AssistantLabs | Customer |
|---|---|
| Name: ____________________ Title: ____________________ Signature: ________________ Date: ____________________ | Name: ____________________ Title: ____________________ Signature: ________________ Date: ____________________ |