Service level agreement

Last updated 30 May 2024

Pose AR Ltd. (trading as Hero) ("HERO") shall use reasonable commercial efforts to perform the Services substantially in accordance with the service levels (“Service Levels”) set forth in this Service Level Agreement (“SLA”)            

In the event that HERO does not meet a Service Level during the period specified in the SLA, as the Customer’s sole and exclusive remedy, and HERO’s sole liability for not meeting a Service Level, HERO shall provide the service level credits in the manner specified in this Service Level Agreement (“SLA”). The Customer will forfeit any unused Service Level Credits which may exist as of termination or expiration of this Agreement or any Services.            

1. Definitions


means that the Customer is able to access the platform and make use of the functionality of the Service which shall be measured on a 24 hours a day, seven days a week basis, and the terms Availability and Service Availability shall be construed accordingly.

Billing Period

means the period as specified in the Master Services Agreement (or similair) over which Hero shall issue invoices to the Customer for the Services.

Business Hours

means the period as specified in the Master Services Agreement (or similair) over which Hero shall issue invoices to the Customer for the Services.


means a specific problem, error, malfunction or question related to the usage of the Platform or the delivery of the Services.

Issue Severity

means the severity level assigned to an Issue in accordance with this SLA and to be determined by the level of disruption to the delivery of the Services or our customer’s business operations caused by the Issue.

Master Services Agreement

means the written contract between Hero and the Customer for the provision of the Service and to which this Service Level Agreement is attached and incorporated.

Response Time

means the target time for our support team to provide an initial response to a Support Ticket raised by the Customer, using either the dedicated support ticketing system or email addressed to, measured from the time of receipt.


means the Hero cloud platform and associated APIs which support the Hero Mobile App, Web Applications, software development kits (SDK) and any Customer integrations.

Service Level Credits

means a credit of a fixed monetary value which HERO will issue to the Customer in accordance with the terms of this SLA and which will be used to offset the Fees payable by the customer for comparable Services in subsequent billing periods.

Support Ticket

means a written notice of an Issue provided either using the dedicated support ticketing system or via email addressed to, which contains the relevant details of the Issue as defined in the SLA.

2. Service Level

HERO will issue the Service Level Credits for Service events in accordance with the provisions of this SLA and shall accordingly set off any outstanding Service Level Credits against future invoices payable by the Customer on comparable services.

2.1 Notification of Service Level Events

The Customer must notify HERO in writing of any event which it believes has occurred and which qualifies for a Service Level Credit and which has not been detected and the Service Level Credit issued automatically by HERO. The Customer may issue a claim for a Service Level Credit either via the dedicated support ticket system available on the Platform or by emailing Notice of any claim must be received within twenty (20) days of the occurrence, providing (a) a detailed description of the incident; (b) information regarding the time and duration of the downtime; and (c) descriptions of attempts to resolve the incident at the time of occurrence. Upon receiving the claim HERO shall evaluate the claim and make a good faith determination of whether a Service Credit is owed.

2.2 Exclusive Remedy

Service Credits are the Customer’s sole and exclusive remedy for any Availability issues under this SLA. The Customer may not unilaterally offset for any Availability issues.

2.3 Planned Maintenance

In the event that it is anticipated that Availability of the Service may be affected or restricted by planned maintenance undertaken by HERO or a subcontractor, HERO will use commercially reasonable endeavours to provide reasonable notice to the Customer regarding any matter that affects a core and fundamental feature of the Service, and at least 24 hours’ notice regarding a part of the Service and which is not fundamental to its functionality, detailing the date and estimated time for such restriction or lack of access, and will perform such maintenance or put in place any changes, modifications or upgrades to the Service outside of Business Hours, except where it warrants immediate action, in which case HERO may perform such maintenance immediately.

2.4 Performance Objective

HERO guarantees that the performance of the Service will meet the following minimum standards (the “Performance Objective”):

  1. The Service Availability will exceed 99.5% over each calendar month during the Subscription Term; and
  2. Not less than 99.5% of requested API actions will succeed within each calendar month.

2.5 Exclusions

Service Levels and Service Level Credits apply only to the Customer and not to any Authorised Users or to any other party. The Customer is not entitled to any Service Level Credit if the Customer (a) has not paid all amounts due under this agreement (b) is in breach of the MSA. In addition, HERO shall have no liability to provide the Services in accordance with any applicable Service Level or to provide any Service Level Credits if the failure to provide the Services in accordance with the Service Level is due, in whole or in part, to any of the following:

  1. Planned HERO Maintenance: repairs, upgrades and modifications to shared core infrastructure, provided that these activities are performed in accordance with clause 2.3; or
  2. External Network Conditions: resulting general Internet network conditions outside the reasonable control of HERO;
  3. the Customer’s unauthorised actions or inaction when required; or
  4. the failure or improper configuration of the Customer’s network infrastructure; or
  5. the Customer’s use of third-party software or hardware; or
  6. a Force Majeure Event.

2.6 Service Credit Levels

The amount of any Service Credit due under this Service Level Agreement will be limited to the following levels, which are expressed as a percentage of the total Fees payable in respect of the Billing Period in which the Service outage occurred, and in any case, the maximum Service Level Credits that may be earned for any calendar month shall not exceed 100% of the monthly revenue of the affected Services.

SLA Upper Bound
SLA Lower Bound
Service Credit

3. Technical Support

HERO will endeavour to provide our Customers with the assistance that they require in order to maximise the value they receive from the Service and use commercially reasonable efforts to respond to Issues notified by the Customer in accordance with the support levels (“Support Levels”) set forth in this SLA.

3.1 Severity Qualification and Response Times

HERO will assess Issues which have been notified as part of a Support Ticket and assign to it one of the priority levels described in the table below and shall provide a log reference, and priority level to the Customer as soon as reasonably possible. HERO shall use commercially reasonable endeavours to comply with the corresponding response times set out below. Each response time is measured from the time at which the Support Ticket is received.

Issue Severity
Issue Qualification
Response Time
Critical Issue

The Platform or Services are completely innaccesible for a majority of End Users AND no workaround is available;


All or a substantial portion of your data is at significant risk of loss or corruption;


Your business operations have been severely disrupted.

(Business Hours)
Production Issue

Use of the Service can continue in a restricted fashion, although long-term productivity might be adversely affected;


A major milestone, project, or customer is at risk.

(Business Hours)
General Issue

There is a problem with no notable impact or a minor impact on the Service;


There is a general question about functionality or features

(Business Hours)

3.2 Exclusions

For the avoidance of doubt, technical support provided in accordance with this clause shall not include the diagnosis and/or rectification of any fault or malfunction in the Service arising out of or in connection with the following:

  1. the failure by the Customer to implement recommendations previously advised by HERO in respect of, or solutions to, faults; or
  2. any breach by the Customer of any of its obligations under this Agreement or any other contract with HERO relating to the Service; or
  3. use by the Customer of the Service for a purpose for which it was not designed; or
  4. the inability or unwillingness of the Customer to provide the necessary access or information to allow the support team to troubleshoot the Issue; or
  5. any issues caused by any hardware, software or any other system of the Customer.