Valority Technologies Ltd. — Luke Platform
Document version 1.1 | Update date: Jan 2026
This Service Level Agreement ("SLA") describes the availability commitment and support services Valority Technologies Ltd. ("Valority") provides for the Luke platform and related services ("Services"). This SLA forms part of, and is governed by, the Valority Terms and Conditions (the "Terms") and any applicable Order Form. Capitalized terms not defined here have the meaning given in the Terms. This SLA applies to all paid Customers; it does not apply to Trials, evaluations, or beta features (which are provided "as is" under Section 3.6 of the Terms).
"Business Days" means Sunday through Thursday, excluding Israeli national holidays.
"Business Hours" means 10:00–18:00 Israel time on Business Days.
"Available" / "Availability" means the Luke platform is accessible and able to perform its core functions for the Customer.
"Downtime" means any period during which the Services are not Available, measured in minutes, excluding the periods described in Section 2.4.
"Monthly Uptime Percentage" means, for a given calendar month, (Total Minutes in the month minus Downtime minutes minus Excluded minutes) divided by (Total Minutes in the month minus Excluded minutes), expressed as a percentage.
"Scheduled Maintenance" means planned maintenance for which Valority provides advance notice as set out in Section 2.3.
"Service Request" means a request for technical support submitted by the Customer through Valority's case management system or by email to support@valority.ai, including a description of the issue and any supporting data.
"Severity Level" means the classification of a Service Request as set out in Section 3.3.
2.1 Uptime commitment. Valority will use commercially reasonable efforts to make the Services Available with a Monthly Uptime Percentage of at least 99.5% during each calendar month of the subscription term.
2.2 Measurement. Availability is measured at the level of Valority's production platform using Valority's monitoring systems. Valority maintains monitoring of the Services and will investigate availability events.
2.3 Scheduled Maintenance. Valority may perform Scheduled Maintenance and will use reasonable efforts to (a) give at least forty-eight (48) hours' advance notice (by email or in-product notice) and (b) schedule it outside Business Hours where practicable. Valority may perform emergency maintenance with shorter or no notice where necessary to protect the security, integrity, or availability of the Services. Scheduled and emergency maintenance are not counted as Downtime.
2.4 Exclusions. Downtime does not include, and the uptime commitment does not apply to, unavailability caused by: (a) Scheduled or emergency maintenance; (b) factors outside Valority's reasonable control, including force majeure events and Internet or public-network failures; (c) Customer's or its users' acts, omissions, equipment, software, network, or configuration; (d) Connected Systems or other third-party services, platforms, or data sources; (e) suspension or termination of access in accordance with the Terms; (f) Customer's use of the Services other than in accordance with the Documentation; or (g) Trials, evaluations, or beta features.
3.1 Availability. Valority provides support during Business Hours to enable Customers to report errors and seek assistance regarding the Services. The language of support is English.
3.2 Submitting a Service Request. Service Requests are submitted through Valority's case management system or by email to support@valority.ai. The Customer should clearly provide all relevant information, including a description of the issue (system- or analysis-related), what happened and when, the affected account or project, screenshots or error messages where available, and any steps already taken. The Customer assigns an initial Severity Level; Valority may reasonably reclassify it in consultation with the Customer.
3.3 Severity levels and target response times. Valority will use commercially reasonable efforts to respond within the target times below, measured from receipt of the Service Request during Business Hours. Response times are targets for initial response, not resolution; not all issues can be resolved or resolved within a fixed time.
| Severity | Description | Target Response |
|---|---|---|
| Severity 1 – Critical | Critical business impact — the Services are unavailable, hang or crash, or there is data loss or corruption, or critical functionality is unavailable. | 6 Business Hours |
| Severity 2 – Severe | Significant business impact — important features unavailable with no acceptable workaround, severely degraded performance, or the Services operate only in a restricted fashion. | 12 Business Hours |
| Severity 3 – Standard | Minimal business impact — incorrect behavior with minor impact, or a question on functionality or configuration during implementation. | 2 Business Days |
| Severity 4 – Low | Minor impact — general enquiry or advice on usage, documentation or release-note clarification, or an enhancement request. | 7 Business Days |
3.4 Support process. On receiving a Service Request, Valority will establish contact with the Customer in accordance with the Severity Level and work with the Customer to diagnose and resolve the issue. Because the Services are cloud-based, access to the Customer's systems is generally not required. Where Valority reasonably needs additional information to investigate, the Customer will provide relevant details (such as the affected account or project, timing, and a description of the expected versus actual behavior) and reasonable cooperation in identifying and analyzing the issue. A Service Request is treated as resolved upon delivery of a fix or a reasonable workaround.
3.5 Updates. The Services are provided as a single, continuously updated cloud platform. Valority deploys updates, fixes, and improvements as part of the Services; the Customer is always served the current version, and no version-level or end-of-life support limitations apply.
4.1 Availability of credits. Where an Order Form expressly provides for service credits, the following applies. If the Monthly Uptime Percentage falls below 99.5% in a calendar month, the Customer may request a service credit calculated as a percentage of the fees attributable to the affected Services for that month:
4.2 Claiming a credit. To receive a credit, the Customer must submit a request through the case management system within thirty (30) days after the end of the affected month, including the dates, times, and a reasonable description of the Downtime. Valority will validate the claim against its monitoring records.
4.3 Form and cap. Approved credits are applied against future fees and are not refundable in cash. Total credits for any calendar month will not exceed 25% of the monthly fees for the affected Services.
4.4 Sole remedy. Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. Where an Order Form does not provide for service credits, Valority's obligation is limited to using commercially reasonable efforts to restore Availability.
The Customer is responsible for: (a) the proper functioning of its own systems, equipment, networks, browsers, credentials, and Connected Systems used with the Services, and ensuring they meet the Services' prerequisites; (b) providing, when submitting a Service Request, a clear description of the issue and the information reasonably needed to investigate it (Service Requests may be submitted by any of the Customer's users, including non-technical business users); and (c) providing timely cooperation and information reasonably required for support. Valority is only required to support Service Requests relating to malfunctions caused directly by the Services.
Valority has no obligation under this SLA for issues caused by: (a) modification of the Services by anyone other than Valority without Valority's written consent; (b) Customer's or a third party's improper use, configuration, or use not in accordance with the Documentation; (c) use of the Services with incompatible or unsupported systems; (d) Connected Systems or other third-party products, services, or data sources; (e) the Customer's failure to implement an update, fix, or correction provided or recommended by Valority; or (f) network capacity, bandwidth, or connectivity issues not caused by the Services.
Training, onboarding, integration, and custom configuration are not included in this SLA and, if requested, are provided under separate arrangements at Valority's then-applicable professional services rates or as set out in an Order Form.
Valority will not be liable for, and the commitments in this SLA (including the uptime commitment and support response targets) do not apply to, any failure or delay caused by events beyond Valority's reasonable control. Such events include, without limitation: acts of God, natural disasters, fire, flood, or severe weather; war, terrorism, civil unrest, or governmental action; epidemics or pandemics; strikes or labor disputes; failures, outages, or disruptions of cloud infrastructure or hosting providers, telecommunications, or the Internet; power failures; cyber-attacks (including denial-of-service attacks); and failures of Connected Systems or other third-party services, platforms, or data sources. Valority will use commercially reasonable efforts to mitigate the effects of any such event and to resume normal operation of the Services as promptly as practicable.
This SLA is part of the Terms and is subject to them, including the limitation of liability in Section 12 of the Terms. In the event of a conflict between this SLA and an executed Order Form, the Order Form controls. Valority may update this SLA from time to time in accordance with the change process in the Terms; for Customers under an executed Order Form, the SLA in effect at signing applies for that term unless otherwise agreed.
Document version 1.1 | Update date: Jan 2026