Service level agreement

Last updated: October 2026

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.

Vision AI, as the Terms of Service define it, analyzes still images from cameras a customer installs at its Sites to detect, recognize, locate, track, count and report on the machines, tools, equipment, materials, work areas and operations the customer configures it to monitor, and on people whenever the customer configures it to detect, track, count, locate or monitor them. It delivers its results through the console, the apps and the APIs, and is covered by the availability target as part of them, subject only to the exclusions in section 5. That includes Work-Area Activity Detection, Tools & Equipment Tracking and Individual Monitoring, which is available whenever a customer configures or uses Vision AI for it. Section 6 explains how the parts specific to Vision AI are treated, including camera image upload, detection processing, the training of Customer Models, and any retention, deletion and Model Improvement processing that runs alongside them; it adds no exclusion to section 5.

Capitalized terms that this policy uses without defining — including “Vision AI,” “Visual Data,” “Vision AI Results,” “Output,” “Customer Data,” “Base Models,” “Customer Models,” “Site,” “Monitored Individual,” “Work-Area Activity Detection,” “Tools & Equipment Tracking,” “Individual Monitoring,” “Facial Recognition,” “Aggregated Anonymous Data,” “Model Improvement,” “Model Improvement Safeguards,” “Training Copies,” “Image Review,” “Second-Opinion Review,” “Sub-processor,” “Suspension Events,” “Authorized Administrator” and “Material Change” — have the meanings given in the Terms of Service.

2. Availability target

Offsight commits to 99.9% availability to the Service, measured per calendar month. The measurement excludes the seven categories listed in section 5 — the same seven 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.

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 in substance.

• 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.
• Vision AI, to the extent it depends on cameras, site networks, power or other equipment at a customer site, or on third-party computing capacity for model training.
• Any part of the Service, to the extent Offsight has suspended or restricted it on a Suspension Event.

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.

Vision AI

Vision AI detection and the training of Customer Models run on computing infrastructure Offsight operates, not on a model provider. The same principles apply, and the points below follow from how Vision AI works and who controls it.

• What Vision AI monitors is your decision. Offsight imposes no restrictions of its own on where you place cameras, what they capture, or what you use Vision AI to detect, track, count, locate or monitor, including people. You alone make those decisions. You alone are responsible for making sure that each of them is lawful in every country, state, province and locality where you operate a camera or where a Monitored Individual is located. The availability target applies to Vision AI however you configure it, subject to section 5. The Terms of Service sections entitled “Individual Monitoring” and “Customer indemnity” set out the responsibility you take on, and the Acceptable Use Policy gives examples of the laws that may apply to you.
• The cameras and the Site are yours. Vision AI can only process images that reach it. A camera may not retry or queue an image that fails to upload, so a camera, network, power or placement problem at a Site — including a camera that has been moved out of position — means images are lost or unusable. That is outside the availability target, as section 5 states.
• No latency or turnaround target. The availability target in section 2 applies to Vision AI as it does to the rest of the Service, subject to section 5. Beyond it, Offsight does not publish a latency or turnaround target — for how soon an uploaded camera image produces a detection, or for how long a Customer Model takes to train. Training runs on computing capacity obtained on demand from a third party, so a run can queue or take longer when that capacity is constrained, and the time shown before a run starts is an estimate.
• Vision AI pauses at a plan limit. When your remaining Offsight AI Token allowance and credit fall below the minimum balance Vision AI needs, detection pauses until the balance is restored; images uploaded while it is paused are not processed or charged. That is a billing limit working as intended, not an outage.
• Image Review and Second-Opinion Review are optional. Both use a third-party model provider acting as Offsight’s Sub-processor: Image Review only when you request that paid check of training captures before a Customer Model is trained, and Second-Opinion Review only while the account setting “Improve Vision AI capability and accuracy” is on. Detections are recorded whether or not a Second-Opinion Review takes place, and when the provider is degraded, rate-limited or unavailable, section 5 applies.
• No audio. Your cameras upload still images, not video and without audio. This policy makes no commitment for audio.
• Facial Recognition is not offered. Offsight’s Vision AI does not currently offer Facial Recognition. This policy makes no commitment for it.

Accuracy is not availability

Vision AI Results are probabilistic. A detection the model misses, makes late or gets wrong while Vision AI is available is a limit of the model, not downtime, and so is an incorrect Output of any other kind, including the results of Individual Monitoring. The availability target in section 2 measures whether the Service, including Vision AI detection processing, is available; it does not measure whether a detection, an alert or any other Output is correct or how quickly it arrives. The Terms of Service cover accuracy and human review.

THIS POLICY PROVIDES NO SERVICE CREDIT OR OTHER REMEDY FOR THE ACCURACY, COMPLETENESS OR TIMING OF ANY DETECTION OR OTHER OUTPUT, INCLUDING THE RESULTS OF INDIVIDUAL MONITORING, OR FOR ANY DECISION YOU MAKE USING VISUAL DATA OR OUTPUT, INCLUDING ANY DECISION ABOUT AN INDIVIDUAL. THIS DOES NOT LIMIT SECTION 2: TIME DURING WHICH VISION AI IS UNAVAILABLE, INCLUDING WHILE YOU HAVE CONFIGURED IT FOR INDIVIDUAL MONITORING, COUNTS AGAINST THE AVAILABILITY TARGET UNLESS A SECTION 5 EXCLUSION APPLIES. Liability between you and Offsight is governed by the Terms of Service, including the sections entitled “Individual Monitoring,” “Customer indemnity” and “Limitation of liability.”

Vision AI is not a safety system, and Output is not a decision. Offsight does not design or offer Vision AI as a machine guard, safety interlock, emergency stop, alarm or any other control on which the health or safety of a person depends, and any reliance on it for that purpose is at your sole risk. Output is decision support. What you do with Visual Data or Output, including any decision about an individual, is your decision alone, made as the employer and deployer, at your sole risk and responsibility. The Terms of Service sections entitled “AI output requires human review” and “Individual Monitoring” set this out in full.

Processing and suspensions that are not downtime

None of the following is an exclusion of its own. Retention, deletion and Model Improvement processing is the Service working as intended and is not, by itself, downtime; if it ever makes the Service unavailable, that time counts against the availability target unless a section 5 exclusion applies. A suspension or restriction is treated under the seventh exclusion in section 5.

• Retention and deletion. Automatic deletion of data on the schedules in the Terms of Service and the Privacy Policy, including the deletion of camera frames and detection overlays from your tenant, is the Service working as intended, not downtime.
• Model Improvement. Using Customer Data, including Visual Data, for Model Improvement as described in the Terms of Service section entitled “Model Improvement,” including selecting and storing Training Copies, is background processing. It is not downtime. Offsight observes the Model Improvement Safeguards when it does so.
• Suspensions on a Suspension Event. Where Offsight suspends or restricts the Service, or any part of it, on a Suspension Event, as section 7 describes, the suspended or restricted part is within the seventh exclusion in section 5 for as long as the suspension lasts. Any part of the Service that is not suspended or restricted, including any other camera or Site, is still measured. That suspension is not downtime and earns no service credit.

7. Term, suspension and exit

• Auto-renewal. The Agreement automatically renews for the same term length unless either party provides written notice at least 30 days before the current term ends.
• Debrief. A meeting within fifteen business days before termination, to coordinate the transfer of your data and talk through the transition.
• Suspension. Offsight may suspend or restrict the Service, or any part of it, only on a Suspension Event. As the Terms of Service define it, a Suspension Event is (a) an account more than sixty days past due; (b) a threat to the security or integrity of the Service, of Offsight or of other customers’ data, including use that causes, or is reasonably likely to cause, damage to or material degradation of the Service that interferes with Offsight’s ability to serve other customers; or (c) an order of a court, regulator or other government authority with jurisdiction, or a law that requires Offsight itself to act, that compels Offsight to suspend or restrict the Service or any part of it. Offsight does not suspend or restrict Vision AI, Individual Monitoring or any camera because of what you choose to monitor, except under item (c) of that definition. Offsight will give notice of a suspension unless the law or the order prevents it, or unless the security threat requires immediate action, and will lift the suspension once the Suspension Event ends. Section 6 explains how a suspension is treated for availability.
• Deletion. Accounts ninety or more days past due face irretrievable deletion of Customer Data in your tenant, except Training Copies, which Offsight keeps as the next item explains. Export before you get there — the export tools are in the product and do not require support to run.
• What exit does not cover. Offsight keeps Training Copies, Aggregated Anonymous Data and the models trained with Customer Data, including Base Models and Customer Models, after the agreement ends; they are not returned or deleted with Customer Data. Offsight’s models, including their weights and parameters, are Offsight’s property and are not Customer Data, and neither is Aggregated Anonymous Data. The Terms of Service section entitled “Model Improvement” explains how Offsight uses them and the Model Improvement Safeguards it observes.
• Liability. Liability is allocated and limited as set out in the Terms of Service sections entitled “Individual Monitoring,” “Customer indemnity,” “Limitation of liability” and “No liability to you for monitoring decisions.” Governing law (California) and venue are as set out in the Terms of Service.

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.

As section 6 explains, this policy provides no service credit or other remedy for the accuracy, completeness or timing of a detection or any other Output, or for a decision made using them; unavailability of Vision AI is measured under section 2 like the rest of the Service.

9. Changes to this policy

Offsight may update this policy. Where a change to this policy lowers the availability target, lengthens a response target, reduces the support hours, or adds to or widens the exclusions set out in this policy, it takes effect for an existing customer at the start of its next term rather than mid-term. Until then, the version that applied before the change continues to apply to that customer. This is the only exception to the timing in the Terms of Service section entitled “Changes to these Terms,” and it does not apply to any update to the Terms of Service or to any other policy.

Any other update is made under the Terms of Service section entitled “Changes to these Terms.” Under that section, Offsight gives notice of a Material Change at least thirty (30) days before it takes effect, by email to the customer’s Authorized Administrators and/or by notice in the Service or on Offsight’s website, and continued use of the Service after it takes effect is acceptance of it. If an Order Form or other agreement signed by both the customer and Offsight conflicts with an update, the signed agreement controls for its term.

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

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