Marqo Cloud Service Level Agreement and Technical Support Policy
S2Search Australia Pty Ltd (ACN 660 091 074) (“Marqo”)
This document forms part of the Marqo General Terms and Conditions. In case of conflict, the Terms and Conditions prevail unless expressly stated otherwise.
1. Definitions
Business Days: Monday through Friday, excluding Saturdays, Sundays, and public holidays in San Francisco, California (USA).
Business Hours: 8:00 am to 6:00 pm Pacific Time (San Francisco local time, including Daylight-Savings adjustments) on Business Days.
Customer Representative: Up to four (4) designated individuals with technical expertise familiar with the Solution.
Eligible Index: Any index created on the Solution under a paid Subscription plan with no additional technical-configuration prerequisites.
Initial Response: An initial response to a Support Request, which, at a minimum, is made by a human agent.
Issue: Failure of the Solution to conform to Documentation specifications.
Marqo Console: Website at https://console.marqo.ai and https://cloud.marqo.ai.
Monthly Subscription Fee: Total Fee paid for Subscription during the calendar month when Service Downtime occurred.
Monthly Uptime Percentage: Total minutes in month minus measured Service Downtime minutes, divided by total monthly minutes (expressed as percentage).
Service Credit: Percentage of applicable Monthly Service Fees credited upon approval.
Service Downtime: Total number of full minutes, outside of scheduled downtime for maintenance and upgrades, where continuous attempts by you to establish a connection within the minute fail.
Service Hours: Twenty-four (24) hours per day, seven (7) days per week, including public holidays.
Service Standard: 99.9% Monthly Uptime Percentage commitment.
Support Portal: Marqo's online support module at https://marqo.zendesk.com/hc/en-us.
Support Request: Request or inquiry made to Marqo per Section 5.4.
Technical Support: Marqo's assistance via Support Portal with email correspondence; phone calls or video meetings may be recommended.
2. Availability Service Level
2.1 Service Commitment. Marqo undertakes commercially reasonable measures to ensure Monthly Uptime Percentage equals or exceeds 99.9% during each calendar month.
2.2 Measurement Conditions. Service level measured and remedies apply only if customer maintains Eligible Index configuration for entire duration of relevant month.
3. Remedy
3.1 Service Credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% and ≥ 99.0% | 10% of Monthly Subscription Fee |
| Less than 99.0% and ≥ 95.0% | 25% of Monthly Subscription Fee |
| Less than 95.0% | 50% of Monthly Subscription Fee |
3.2 Customer Obligations for Service Credits
- (a) Log Support Request via Support Portal within 60 minutes of Service Downtime start.
- (b) Submit claim before end of calendar month following occurrence, including: subject line “Request for SLA Credit”, detailed event description with index name and error messages, request logs documenting errors (with sensitive information redacted), Eligible Index name, dates, times, and duration of downtime.
- (c) Reasonably assist Marqo in investigating cause and processing claim.
- (d) Comply with Terms and Conditions, Documentation, and Marqo support advice.
3.3 Approval. If obligations satisfied and exclusions do not apply, Marqo grants Service Credit per table in Section 3.1.
3.4 Credit Application. Service Credits apply to future invoices or payments; no cash refunds or other payments provided even if Agreement ends before credit is applied.
3.5 Exclusive Remedy. Customer acknowledges that rights under this Section 3 (Remedy) are the sole and exclusive remedy with respect to any Service Downtime or any failure by Marqo to meet the Service Standard.
4. Exclusions
4.1 Ineligible Plans. Service Credits unavailable for indexes on free, trial, beta, preview, or early-access plans.
4.2 Excluded Causes
Service Downtime exclusions include performance or availability issues caused or contributed by:
- (a) Force Majeure, network or device failure at customer site, or factors outside Marqo's reasonable control.
- (b) Third-party services, hardware, or software (e.g., AWS, GCP cloud platforms).
- (c) Customer non-compliance with Terms and Conditions, Documentation, or support advice; improper use, scaling, configuration, modifications, or security practice failures.
- (d) Issues affecting Marqo Console access not caused by Marqo (includes Documentation and Support Portal).
- (e) Marqo beta, preview, or early-access services.
- (f) Use of unsupported machine-learning models or configurations per published compatibility matrix.
4.3 Payment Default. Service Credits unavailable if customer failed to pay applicable Fees to Marqo.
5. Marqo Technical Support
5.1 General Support Provision. Marqo provides Technical Support for Solution Issues via Support Portal for Issues not covered in Documentation. Customers may designate up to four (4) individuals as Customer Representatives for support contact and portal access.
5.2 Support Exclusions
Technical Support excludes assistance related to:
- (a) Solution use outside Documentation.
- (b) Solution use violating the Agreement.
- (c) Issues from Force Majeure or factors beyond Marqo's reasonable control.
- (d) Integration or communication of customer systems with Solution.
5.3 Severity Levels and Response Times
| Severity | Description | Response Time |
|---|---|---|
| Sev 1 | Eligible Index is down or is severely impacted such that routine operation is impossible, with no workaround available. | 1 Hour (Service Hours) |
| Sev 2 | Eligible Index is functional but offers service in degraded or restricted capacity. | 4 Hours (Service Hours) |
| Sev 3 | Eligible Index has minor impact, but you can still access and use most functionality, or the situation may be temporarily circumvented using an available workaround. | 12 Business Hours |
| Sev 4 | No Eligible Index impact, questions or requests for features. | 24 Business Hours |
While Marqo will make commercially reasonable efforts to correct defects, nothing guarantees full resolution.
5.4 Support Requests
- 24/7 Support: Sev 1 and Sev 2 requests year-round.
- Business Hours Support: All other requests during Business Hours.
- Primary Channel: Support Portal at https://marqo.zendesk.com/hc/en-us or via Marqo console “Contact Support”.
Required Information:
- Detailed Issue description (sufficient for assessment), index name, relevant error messages, assumed Severity Level.
- Time and duration information.
- Descriptions of resolution attempts made.
- Other information Marqo support team requests.
5.5 Measurement. Support response times measured from Support Request receipt via contact methods in Section 5.4.