Legal

Service level agreement

One availability target, one response clock, and the exclusions written down rather than implied. This is the Support and Availability Policy that Terms of Service section 3 refers to.

Read the Terms

Last updated: August 8, 2026. This policy covers the Offsight AI console at ai.offsight.com, the Offsight AI apps for iOS and Android, and the Offsight APIs. It is the “then-current Support and Availability Policy” referred to in section 3 of the Terms of Service. Published for information; it is not legal advice, and where your Order Form says something different, the Order Form governs.

1. Scope

“The Service” means the Offsight AI console, the Offsight AI mobile applications for iOS and Android, and the Offsight APIs. Availability is measured across all three together. This policy applies to every customer on the same terms; commercial variables — service credits, support package, notice periods — are settled on the Order Form and are not restated here.

2. Availability target

Offsight commits to 99.9% availability to the Service, measured per calendar month. The measurement excludes the five categories listed in section 5 — the same five the Terms of Service set out, so the contract and this policy cannot drift apart.

3. Scheduled and emergency maintenance

Scheduled maintenance is announced in advance and is planned outside Monday to Friday, 8am to 6pm Pacific wherever the change allows it. Emergency maintenance to address a security issue or prevent data loss may happen at any time, and is notified as soon as practicable.

4. Support hours and response targets

Offsight responds within eight business hours of your notification during support hours. Outside them, the clock starts at the beginning of the next business day. Support hours are Monday to Friday, 8am to 6pm Pacific, excluding public holidays.

Severity	What it means	First response
S1 — Service unavailable	The console, the mobile apps or the API are down or unusable for all users at a site, and there is no workaround.	Within 8 business hours
S2 — Major function impaired	A production-critical function — Live, checklists, clock-in, an integration sync — fails or is materially degraded, and the workaround is not sustainable across a shift.	Within 8 business hours
S3 — Minor function impaired	Something behaves incorrectly but the work can continue, or a workaround holds for the rest of the week.	Within 8 business hours
S4 — Question or request	A how-to question, a configuration change, a report request, or feedback on the product.	Within 8 business hours

These are first-response targets, not resolution times. A response tells you a named person has the issue, what severity it has been given and what happens next. Offsight does not publish a resolution-time commitment.

Support is reached from inside the product — the Support screen in the console and in both mobile apps opens a thread with your account, your tenant and your version already attached — or at support@offsight.com.

5. Exclusions

The following are excluded from the availability measurement. They are reproduced from section 3 of the Terms of Service without change.

Scheduled maintenance.
Downtime or performance degradation caused by third-party connections, services or utilities.
Events beyond Offsight’s reasonable control.
Beta or preview functionality.
AI features, to the extent a third-party model provider is degraded, rate-limited or unavailable.

6. AI features

Offsight AI is served by third-party model providers. When one of them is degraded, rate-limited or unavailable, that is outside the availability target, as section 5 states. Three consequences follow, and they are stated here rather than in a footnote.

The platform stays up. A model provider outage does not take the Service with it. Live, checklists, clock-in, paperwork, inventory and the APIs are not served by a model and keep running. What pauses is the AI, and it fails visibly rather than silently.
AI output is advisory. Offsight AI drafts, extracts and proposes; a person approves. It does not complete a sign-off on anyone’s behalf, and an action that changes your data is attributed to the user who authorised it.
Tokens are a plan limit, not an outage. Reaching your monthly Offsight AI Token allowance stops AI sessions until you add credit. That is a billing limit working as intended and is not counted against availability.

7. Term, suspension and exit

Auto-renewal. Thirty days’ notice before the expiration of a term prevents renewal.
Debrief. A meeting within fifteen business days before termination, to coordinate the transfer of your data and talk through the transition.
Suspension. Accounts sixty or more days past due may be suspended.
Deletion. Accounts ninety or more days past due face irretrievable deletion of Customer Data. Export before you get there — the export tools are in the product and do not require support to run.
Liability. Damages are capped at the fees paid or payable in the twelve months before the claim, excluding indemnification obligations. Governed by California law, with exclusive venue in San Francisco.

8. Remedies

Remedies for a missed availability target are set in your Order Form. Where a service credit applies, it is claimed by writing to support@offsight.com within thirty days of the end of the affected month.

9. Changes to this policy

Offsight may update this policy. Where a change reduces a commitment, it takes effect at the start of your next term rather than mid-term, and the date at the top of this page is updated.

10. Contact

Questions about this policy, or about how it applies to your Order Form, can go to support@offsight.com. Procurement and contract questions can go to sales@offsight.com.

Offsight Inc.
650 California St
San Francisco, California 94108

Legal center

The rest of the paperwork.

Four short documents that sit alongside this policy.

Bring your procurement questions.

The availability target, the response clock and the exclusions are the same for every customer. Everything else — credits, support package, notice periods — is settled on the Order Form.

Contact Support