Service Agreement


This Service Agreement ("Agreement") is entered into between Simply Automate AI, Inc., hereinafter referred to as the "Provider," and you, our client, hereinafter referred to as the "Client." Collectively, the Provider and the Client may be referred to as the "Parties."

1. SErvices

1.1 Scope of Services

Provider shall provide custom automation services ("Services") to the Client as described in the Process Definition Agreement (PDD). The SOW shall outline the scope of work, deliverables, timelines, and any additional terms specific to the project.

1.2 Methodology

Provider shall implement custom automations using the following methodology:

1.2.1 Assessment

Provider will conduct an initial assessment of the Client's automation needs, including understanding business processes, data requirements, and goals.

1.2.2 Design

Based on the assessment, Provider will design custom automation solutions tailored to the Client's specific requirements. This will be documented in the form of a Process Definition Document (PDD).

1.2.3 Development

Provider will develop and test the automation solutions, ensuring functionality, reliability, and security.

1.2.4 Testing

The Client will complete acceptance testing within a reasonable timeframe to ensure the process has been developed in line with the PDD.

1.2.5 Deployment

The automation solutions will be deployed into the Client's environment, and the Provider will provide necessary training and documentation.

1.2.6 Maintenance

Provider will offer ongoing maintenance and support for the automation solutions to ensure optimal performance.

1.2.4 Testing

The Client will complete acceptance testing within a reasonable timeframe to ensure the process has been developed in line with the PDD.

1.3 Changes to Services

Any changes or modifications to the Services must be documented in writing and signed by both Parties in the form of an amendment to this Agreement.

2. DELIVERY OF SERVICES

2.1 Service Deiivery

Provider will deliver the Services in accordance with the SOW and the methodology outlined in Section 1.2. Provider shall use reasonable efforts to meet agreed-upon project timelines.

2.2 Support Desk

Provider will establish a support desk to assist the Client during normal business hours Monday to Friday 0900 to 1900 EST, excluding public holidays, to address inquiries, provide assistance, and resolve issues related to the automation solutions.

3. INCIDENT MANAGEMENT

3.1 Incident Reporting

Client may report incidents, issues, or disruptions related to the automation solutions to Provider's support desk via email or another agreed-upon method.

3.2 Incident Handling

Provider shall acknowledge receipt of incident reports and initiate incident investigation and resolution processes promptly. The severity and priority of incidents shall be determined according to the criteria specified in the Incident Management Plan available here

4. Priority Handling

4.1 Priority Levels

Incidents will be categorized into priority levels as defined in the Incident Management Plan. Priority levels determine the response and resolution times.

4.2 Response and Resolution Times

Provider shall adhere to response and resolution times defined in the Incident Management Plan based on the priority level assigned to each incident.

5. Term and Termination

The term of this Agreement shall commence on the Effective Date and continue until the completion of the Services as outlined in the SOW unless terminated earlier in accordance with the terms of this Agreement.

6. Entire Agreement

This Agreement, including all exhibits and attachments, constitutes the entire agreement between the Parties and supersedes all prior or contemporaneous understandings, agreements, representations, and warranties, whether written or oral.