SLA terms
What we commit to delivering, and when.
ScopeA single PartsCleanse AI diagnostic engagement covering one catalog extract of up to 100,000 SKUs.
Delivery commitment15 business days from the SLA clock start date to report delivery.
SLA clock startThe business day on which Industrial IQ receives both: (a) a valid catalog CSV passing format validation, and (b) a completed engagement intake form confirming catalog scope, currency, and authorized contact.
Included deliverablesFive report artifacts: browser Open Findings, Excel workbook, Word executive narrative, PDF summary, and clean deduplicated catalog CSV.
Catalog size limitUp to 100,000 SKUs per engagement. Catalogs exceeding this size are scoped as multi-batch engagements with a separate timeline agreed in writing before the SLA clock starts.
SLA overrun remedyIf Industrial IQ fails to deliver within 15 business days for reasons within its control, the engagement fee is reduced by 10% for each 3-business-day overrun period, up to a maximum reduction of 30%.
SLA clock pause conditions
When the 15-day clock is paused.
Catalog format failure
If the uploaded file fails validation — missing required columns, corrupt encoding, or unsupported format — the SLA clock is paused. The clock resumes when a corrected file is received.
Scope change request
If the client requests a material change to the catalog scope after intake, the SLA clock is paused pending written agreement on the revised scope and timeline.
Force majeure
Events outside Industrial IQ's reasonable control, including third-party infrastructure outages, government orders, or acts of nature, suspend the SLA clock for the duration of the event.
Payment hold
For engagements requiring advance payment, the SLA clock does not start until payment has cleared.