NYR supports distributed AI deployments with requirements that differ by customer, workload, and location. Service levels therefore must be defined in the signed commercial agreement for the specific deployment rather than assumed from general website language.
When this document applies
This document applies to a customer only when a mutually signed Order Form, master services agreement, or other written agreement expressly incorporates it and identifies the covered production service. A reference to NYR's service-level terms without an identified service or applicable commitment does not create a service level.
NYR does not provide a default or unconditional availability commitment through this webpage. Any availability target, support response target, service credit, or other remedy applies only if expressly stated in a mutually signed Order Form or master services agreement.
Order of precedence
The applicable Order Form and master services agreement define the contractual relationship. If this document conflicts with an Order Form or master services agreement, the Order Form controls first for its covered services, followed by the master services agreement. Customer-specific terms may replace or supplement any part of this document.
Covered service
The Signed Agreement must identify the production service, environment, components, locations, and service period that are covered. Evaluations, proofs of concept, beta or preview features, customer-managed infrastructure, third-party systems, and professional services are not covered unless the Signed Agreement expressly includes them.
Measurement and reporting
Any applicable Signed Agreement should define the service-level metric, measurement source, calculation method, measurement period, excluded time, reporting process, and timezone. NYR and the customer may use operational telemetry to investigate a reported service event.
Measurements such as network latency, model execution time, end-to-end response time, availability, and recovery time describe different system behavior and are not interchangeable. Only the metric expressly selected in the Signed Agreement is contractually relevant.
Customer and third-party dependencies
Distributed AI services may rely on customer locations, networks, hardware, models, integrations, cloud services, edge capacity, or other third parties. The Signed Agreement should allocate operational responsibilities and identify how dependencies affect measurement. NYR is not responsible under this document for systems or conditions outside its agreed control unless the Signed Agreement expressly provides otherwise.
Planned work and exclusions
Maintenance windows, emergency maintenance, customer-requested changes, customer or third-party failures, unsupported configurations, misuse, security actions, force majeure events, and other exclusions apply only to the extent described in the Signed Agreement.
This page does not independently establish an exclusion, maintenance allowance, notification period, or exception to an agreed commitment.
Incident communication
Incident notification channels, escalation contacts, response targets, update cadence, root-cause reviews, and support hours are defined in the Signed Agreement or the support plan it incorporates. Customers should use the agreed support channel for a production incident.
Claims and remedies
Eligibility, claim windows, required evidence, calculation rules, credit caps, and redemption procedures apply only as stated in the Signed Agreement. No service credit or other remedy is offered by this webpage alone.
When a Signed Agreement provides service credits as the exclusive remedy for a missed service level, that agreed remedy controls. This document does not limit rights that cannot be limited under applicable law.
Changes
Updates to this webpage do not retroactively modify a Signed Agreement or an incorporated service-level commitment. Any change to customer-specific commitments must follow the amendment process in the applicable Signed Agreement.
Contact
To discuss service levels for a proposed NYR deployment, contact NYR through this website.
Contact NYR through this website