Proto service commitment

Last Updated: September 17, 2026

‍

At Proto, we prioritise delivering reliable services to our clients. This Service Commitment outlines our commitment to availability and the procedures for receiving service credits in the event of unavailability of the Proto AICX Platform during P1 incidents as defined in the Terms of Use.

This Service Commitment applies to Proto’s default cloud-hosted deployment of the Proto AICX Platform, and to the application layer of a Hybrid Hosting deployment, where Proto continues to host and maintain the Proto AICX Platform web app while the Client hosts its own database and file storage under the Enterprise Max Add-On. It does not apply to a fully On-Premise deployment, where the Client hosts the Proto AICX Platform web app itself, together with its own database and file storage, independently of Proto; in that case, Proto’s role is limited to providing the Software and applicable Maintenance Releases, and availability is the Client’s own operational responsibility.

For a Hybrid Hosting deployment, unavailability caused by the Client’s own database or file storage infrastructure remains excluded under Service commitment exclusions below, in the same way it would for any Client-managed component.

Service commitment

Proto is dedicated to providing a Monthly Uptime Percentage of at least 99.8% during each monthly billing cycle (the "Service Commitment"). We will make every reasonable effort to ensure that the availability of the Proto AICX Platform meets this commitment. In the event that the used modules and/or add-ons in the Proto AICX Platform fall short of the Monthly Uptime Percentage commitment, you (the “Client”) may be eligible to receive a credit (the “Service Credits”) as explained below.

For clarity: a P1 incident that is a security or privacy incident, but that did not itself cause unavailability of the Proto AICX Platform as calculated below, is still treated as P1 for support response-time purposes under the Terms of Use, but does not on its own generate a Service Credit — Service Credits are calculated solely by reference to the Monthly Uptime Percentage formula in this document. Security and privacy incidents are separately addressed under Proto’s Data Processing Addendum.

Service credits

Service Credits are calculated as a percentage of the recurring fees the Client is charged by Proto during a billing cycle in which the Service Commitment was not met. The applicable percentages for Service Credits are as follows:

Any Service Credits earned will be applied as a discount toward future invoices. Please note that Service Credits are not equivalent to refunds or cash payments from Proto. A Service Credit will be granted only if the credit amount for the applicable monthly billing cycle exceeds one dollar ($1 USD). Service Credits cannot be transferred or applied to other accounts. Unless stated otherwise in the Terms of Use, the receipt of a Service Credit (if eligible) is the Client’s sole and exclusive remedy for any unavailability or non-performance of Proto.

Credit request and payment procedures

Proto may apply Service Credits without prior notice. To request a Service Credit:

• Where the Client has its own separate account and billing relationship with Proto — including a direct Client relationship, or a deployment under a “Standard” Reseller (as defined in the applicable Reseller Agreement) — the Client submits its request directly to Proto by emailing cx@proto.cx.
• Where the Client’s deployment is provided under a “White-Label” Reseller arrangement, the Reseller is Proto’s billing counterparty for that deployment. The Client should submit its request to its Reseller, who will in turn submit it to Proto in accordance with this section on the Client’s behalf. Any resulting Service Credit is applied against the Reseller’s account with Proto, and the Reseller is responsible for determining whether and how to pass on the benefit of that credit to its Client.

To be eligible for the Service Credits, the request must be received at the latest by the end of the first billing cycle after the P1 incident occurred. The claim should include the following details:

• Subject line: "Service Credit Request"
• Dates and times of each instance of unavailability during the P1 incident(s)

Once Proto confirms that the Monthly Uptime Percentage falls below the Service Commitment based on the Client’s request, we will issue the Service Credit within one billing cycle following the month in which the P1 incident occurred. Failure to provide the required information mentioned above will disqualify the Client from receiving a Service Credit.

Service commitment exclusions

The Service Commitment does not cover instances of unavailability, suspension, or termination of the Proto AICX Platform due to factors beyond Proto’s reasonable control, including force majeure events or Internet access issues. The following scenarios are also excluded from the Service Commitment:

• Unavailability resulting from voluntary actions or inactions on your part
• Unavailability of modules or add-ons not used by the Client during the billing cycle
• Unavailability caused by the Client’s own equipment, software, or other technology
• Suspension or termination of the Client’s right to use Proto as per the Terms of Use

If availability is impacted by factors not explicitly considered, Proto may, at its sole discretion, issue Service Credits taking into account those factors.

Additional clarification

For Proto, the Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of one-minute intervals during the monthly billing cycle in which the used modules and/or add-ons of the Proto AICX Platform were unavailable during a P1 incident. If the Client has been using the Proto AICX Platform only for a portion of the month, Proto assumes there was 100% availability during the period it was not in use. The calculations for Monthly Uptime Percentage exclude downtime resulting directly or indirectly from any Service Commitment exclusion above.