What is the SLA delivery commitment for PartsCleanse AI?

PartsCleanse AI commits to delivering all diagnostic report artifacts within 15 business days of kickoff. The SLA clock starts when the CSV upload is confirmed complete and kickoff is acknowledged.

What conditions pause the SLA clock?

The SLA clock pauses when: (1) the client upload is incomplete or the file fails format validation; (2) critical clarification is required from the client and no response is received within 2 business days; (3) a force majeure event affects Industrial IQ infrastructure. Clock resumes on the next business day after the blocking condition is resolved.

What remedy applies if PartsCleanse AI misses the 15-day SLA?

If Industrial IQ misses the SLA deadline through no fault of the client, a fee reduction applies. The overrun remedy is calculated as: (days overrun ÷ 15) × 10% of the engagement fee, capped at 30% of the total fee. Remedy is applied as a credit against the final invoice.

Does the SLA apply to portal self-serve runs?

No. The 15-day SLA applies exclusively to full paid engagement runs managed by Industrial IQ. Portal self-serve runs via /portal/partscleanse are processed immediately with no SLA commitment — results are available within the same session.

Engagement SLA | 15-Day Diagnostic Delivery Commitment

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.

Multi-batch, expedited, and custom timeline engagements.

Engagements involving catalogs exceeding 100,000 SKUs, multi-plant consolidations, or expedited delivery requirements are scoped individually. Contact support@ai2coe.com with catalog size, plant count, and required delivery date. A written SLA addendum is issued before the engagement clock starts.

For procurement teams requiring an SLA document in a vendor-specific format, a machine-readable SLA certificate is available on request alongside the standard engagement SOW.