Service Description, Customer Support and Service Levels
Vesence AB
The Services
Vesence provides AI-powered productivity software for professional services firms, including the Vesence Web Application, Vesence in Microsoft Word, Vesence in Microsoft Outlook, Vesence in Microsoft Excel, and Vesence in Microsoft PowerPoint. The Services are delivered as software-as-a-service (SaaS) over the Internet.
Customer Support
Vesence provides customer support via email during business hours (Monday–Friday, 09:00–17:00 CET). Support requests should be submitted to hello@vesenceai.com. Vesence aims to respond to all support requests within one (1) business day.
Service Levels
Vesence targets 99.5% monthly uptime for the core Services, measured excluding scheduled maintenance windows. Scheduled maintenance is performed outside of business hours where possible and communicated with at least 48 hours' notice. Vesence maintains redundant architecture with automatic failover and point-in-time recovery.
Security
The Services are hosted on Microsoft Azure European Central region. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). Vesence is SOC 2 Type II certified. Customer Data is never used to train AI models. For full details, see vesenceai.com/security.