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Wren AI
SLA

Service-level Agreement

Wren AI Support Plans & Service Level Agreement

Last Updated Version September 24, 2025

This Service Level and Support Policy outlines the terms and conditions governing support services for all Wren AI offerings, including Wren AI Cloud (Starter, Essential, Enterprise) and Wren AI Self-Hosted (Business and Enterprise Plus editions), provided by Canner, Inc.

Support Plan Overview

We offer two tiers of support designed to meet the diverse needs of our customers:

Standard Support

Included with: Wren AI Cloud Starter & Essential, Wren AI Self-Hosted Business

Priority Support

Included with: Wren AI Cloud Enterprise, Wren AI Self-Hosted Enterprise Plus

Support Services Comparison

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Response SLA by Severity Level

Severity Definitions (C)

S0 - Critical

  • Immediate global issue that involves security, or complete failure of Wren AI.
  • Example: We upgraded and Wren AI no longer starts.

S1 - Urgent

  • A server crashing, or a major issue where a customer or user can't get their work done with Wren AI for a significant portion of users.
  • Example: Our users cannot use Wren AI because it keeps freezing up in the browser.

S2 - Moderate

  • Significant issue that is impairing a single user or less than 25% of users from getting their work done.
  • Example: Chart generation disappeared in the most recent version of Wren AI.

S3 - Minor

  • A minor or cosmetic issue, that while slightly annoying does not impair a customer or user being able to get their work done.

Service Commitment & Uptime

Wren AI Cloud Services

  • Monthly Uptime Commitment: 99.0% minimum
  • Service Credit: 5% of monthly subscription fee if uptime falls below commitment
  • Scheduled Maintenance: Announced via Status Page

Wren AI Self-Hosted

  • Support covers the Wren AI software itself
  • Infrastructure and hosting environment support provided on best-effort basis
  • Customer responsible for underlying infrastructure maintenance

What's Included in Support

Standard Support Includes:

  • Product Support: Help with Wren AI features, functionality, and built-in integrations
  • Troubleshooting: Diagnosis of issues within Wren AI software
  • Bug Reports: Submit and track product bugs
  • Documentation: Access to knowledge base and user guides
  • Usage Guidance: Basic questions about using Wren AI features

Priority Support Additional Benefits:

  • Bug Prioritization: Reported bugs receive enhanced priority for fixes
  • Advisory Services: Guidance on semantic modeling best practices
  • Architecture Review: Best-effort review of deployment and data architecture
  • Dedicated Contact: Priority queue and dedicated support representative
  • Implementation Guidance: Best practices for Wren AI deployment and configuration

Type of support

Product HelpDesk

Answer questions regarding usage of Wren AI, and built-in database integrations.

Troubleshooting

Troubleshooting for issues with the Wren AI product itself. This includes any features and functionality in either the Community Edition or Enterprise Edition. Support for hosting environments will be provided on a best-effort basis, but Wren AI is not responsible for maintenance or operation of the hosting provider or underlying resources including deployment infrastructure and supporting databases.

Break/fix support

We will work with you to identify bugs or issues in the Wren AI product and, depending on the severity of the bug, prioritize a fix to be included in an upcoming release.

Advisory

Wren AI offers suggestions on how to architect your database schema, deployment infrastructure and best-effort architectural review.

Bug Prioritization

Upon reporting a business impacting bug, Wren AI would escalate the priority of that bug.

What is not included in support?

Professional Services

This includes any kind of custom development work, configuring your Wren AI instance for you, or building dashboards.

Feature Prioritization

We cannot add features to Wren AI or otherwise change our roadmap as a result of a support case.

Training

We are not able to provide training sessions as part of a Support contract. We offer this separately if you need it.

Support Request Process

How to Contact Support

  1. Primary Channel: Submit tickets via Wren AI Support Portal
  2. Priority Support: Use dedicated support contact provided upon subscription

Required Information for Support Requests

  • Wren AI version and deployment type
  • Description of issue and steps to reproduce
  • Expected vs. actual behavior
  • Screenshots or error messages (if applicable)
  • Impact assessment and affected users

Service Credit Requests

For Wren AI Cloud uptime issues:

  • Submit request within 72 hours of downtime
  • Include specific timeframes and affected services
  • Service credits applied to next billing period (non-refundable)

Support Scope by Product

Wren AI Cloud (All Tiers)

  • Full product functionality support
  • Infrastructure and availability issues
  • Integration troubleshooting
  • Performance optimization guidance

Wren AI Self-Hosted (Business & Enterprise Plus)

  • Software installation and configuration
  • Feature functionality and troubleshooting
  • Upgrade and migration assistance
  • Integration support for documented connectors
  • Best-effort infrastructure guidance

Exclusions & Limitations

Service Availability Exclusions:

  • Scheduled maintenance windows
  • Internet connectivity issues
  • Third-party service dependencies
  • Customer infrastructure problems (self-hosted)
  • Force majeure events
  • Customer-caused downtime

Geographic Coverage:

  • Support provided globally during business hours (8am-5pm UTC+8)
  • English, Mandarin language support primarily

Contact Information

Policy Updates

Canner may modify these terms at any time by posting a revised version. Continued use of Wren AI services constitutes acceptance of updated terms. For questions regarding this policy, contact us at contact@cannerdata.com.