Service Availability & Support Policy

1. Scope

This Policy applies to the production MERAKAN Lite Service made available to eligible business Customers. It addresses availability objectives, maintenance, interruptions, AI-assisted processing availability, support, incident communications, exclusions, and related operational matters.

This Policy does not modify or expand obligations stated in the Terms, Acceptable Use Policy, Billing & Refund Policy, Privacy Policy, DPA, or other applicable MERAKAN documents.

2. Intended Service

MERAKAN Lite is a B2B invoice and receipt AI extraction service.

The Service is intended to allow authorized Customers to submit supported invoice and receipt images for AI-assisted extraction and processing.

The Service is not represented as an accounting, tax, legal, financial, or other professional-advice service.

3. Supported Input Formats

The current supported image formats are:

• JPEG;
• PNG; and
• WebP.

The maximum supported file size is currently 10 MB per image.

Each business account can hold up to 20 uploaded images awaiting extraction at any one time. The limit is shared by all users of the account, and a place becomes available again once an image's extraction has finished, successfully or not, or the image is deleted. It is a capacity limit, not a commitment to process images simultaneously or within a set time.

PDF files and executable files are not supported by the current MERAKAN Lite processing workflow.

MERAKAN may modify supported formats, technical limits, or processing requirements as the Service develops.

4. No Fixed Uptime Guarantee

MERAKAN does not currently provide a fixed monthly uptime percentage for MERAKAN Lite.

Accordingly, references to Service availability do not constitute a promise that the Service will be available continuously or without interruption.

Temporary unavailability may occur because of:

• maintenance;
• software updates;
• infrastructure issues;
• third-party dependencies;
• security events;
• network conditions;
• technical failures;
• AI provider availability;
• legal or regulatory requirements;
• force majeure events; or
• other circumstances described in this Policy or the Terms.

5. Availability Objective

MERAKAN intends to operate MERAKAN Lite in a commercially reasonable manner and to maintain the Service so that Customers can access and use available functionality under normal operating conditions.

This operational objective is not a contractual uptime guarantee and does not create service credits or automatic compensation rights.

6. Planned Maintenance

MERAKAN may perform planned maintenance, upgrades, deployments, infrastructure changes, security updates, database maintenance, or other operational work.

Planned maintenance may temporarily affect:

• access to the Service;
• uploads;
• processing;
• account functionality;
• authentication;
• dashboards; or
• other Service functionality.

Where reasonably practicable, MERAKAN may provide advance notice of material planned maintenance.

Advance notice is not guaranteed for urgent maintenance or security-related work.

7. Emergency Maintenance

MERAKAN may perform emergency maintenance where reasonably necessary to:

• protect the Service;
• address security risks;
• prevent data loss;
• respond to infrastructure failures;
• address critical technical issues;
• comply with legal requirements; or
• protect Customers or third parties.

Emergency maintenance may occur without advance notice where circumstances require immediate action.

8. Service Interruptions

An interruption may affect all or part of the Service.

MERAKAN may investigate interruptions and take commercially reasonable steps to restore affected functionality.

The duration of an interruption may vary depending on its cause, scope, complexity, and dependence on third-party infrastructure.

9. No Guaranteed Restoration Time

MERAKAN does not currently provide a fixed guaranteed restoration time.

Where an interruption occurs, MERAKAN may use commercially reasonable efforts to investigate the issue and restore affected functionality as reasonably practicable.

The absence of a guaranteed restoration time does not prevent MERAKAN from prioritizing material incidents according to their operational impact.

10. Third-Party Dependencies

The Service depends on third-party infrastructure and services, including Google Cloud Platform, Google Vertex AI, Firebase / Google Identity Platform, and, when paid website subscriptions are enabled, Paddle for reseller, payment, and billing functions.

MERAKAN does not control the independent availability, performance, or operation of third-party services. An interruption or degradation caused by a third-party dependency may affect MERAKAN Lite and may be outside MERAKAN’s reasonable control.

11. AI Processing Availability

AI-assisted processing may depend on the availability and operation of authorized AI infrastructure, including Google Vertex AI.

Temporary limitations, delays, errors, or unavailability in AI processing may occur. AI processing availability is therefore not guaranteed independently from the availability of the overall Service.

If AI processing is temporarily unavailable, an uploaded image stays in the account's review queue for a limited period, and its extraction can be retried. Each uploaded image allows up to three extraction attempts. A failed attempt creates no invoice, and while the account is active or in its trial, the account owner can enter an invoice manually without AI processing.

12. AI Accuracy Is Not a Service-Level Metric

AI extraction accuracy is not a Service uptime, availability, or performance metric.

MERAKAN does not guarantee that extracted information will be:

• accurate;
• complete;
• error-free;
• consistent;
• suitable for a particular purpose; or
• identical to the information contained in the original document.

Customers must review important results before relying on them for accounting, tax, legal, financial, or other consequential purposes.

13. Customer Responsibilities

The Customer is responsible for:

• maintaining valid account access;
• protecting credentials;
• using supported file formats;
• complying with file-size and usage limits;
• maintaining appropriate internet connectivity;
• ensuring that uploaded documents are suitable for processing;
• reviewing extracted results;
• maintaining appropriate copies of important records; and
• using the Service according to the Terms and AUP.

Service problems caused by Customer equipment, configuration, credentials, connectivity, unsupported files, unauthorized use, or Customer systems are not considered MERAKAN Service failures.

14. Support Contact

Customers may contact MERAKAN regarding Service issues at:

support@merakan.com

Support requests should include sufficient information to identify the relevant account, affected functionality, approximate time of the issue, and relevant error information where available.

Customers should not include unnecessary sensitive information in support communications.

15. Support Is Not Emergency Service

MERAKAN Lite support is not an emergency-response service.

The Service should not be relied upon as the sole system for:

• emergency operations;
• life-safety functions;
• critical financial decisions;
• legally required records without appropriate backup; or
• other circumstances where interruption could create unacceptable risk.

Customers remain responsible for appropriate business continuity measures.

16. Issue Investigation

When MERAKAN receives a Service issue report, MERAKAN may:

• review available technical information;
• investigate relevant systems;
• identify whether the issue is reproducible;
• determine whether the issue originates within MERAKAN or a third-party dependency;
• implement an appropriate correction where feasible; and
• request additional information from the Customer.

MERAKAN does not guarantee that every reported issue will be reproduced or resolved.

17. Restoration Efforts

For material Service interruptions within MERAKAN's reasonable control, MERAKAN may use commercially reasonable efforts to restore affected functionality.

The applicable restoration process may depend on:

• severity;
• affected functionality;
• scope;
• technical complexity;
• security considerations;
• third-party dependencies; and
• availability of appropriate technical resources.

No specific restoration deadline is guaranteed.

18. Service Communications

Where appropriate, MERAKAN may communicate material incidents, maintenance events, or significant Service disruptions through available communication channels.

Communication may include:

• email;
• Service notices;
• website notices;
• status information;
• support responses; or
• other reasonable electronic methods.

MERAKAN is not required to provide public incident reports for every temporary or minor interruption.

19. Incident Information

Where MERAKAN communicates information concerning a Service incident, the information may be based on the facts reasonably known at the time.

Initial communications may therefore be incomplete and may be updated as additional information becomes available.

MERAKAN is not required to provide speculative information or disclose confidential security details that could increase operational or security risks.

20. Security-Related Interruptions

MERAKAN may temporarily restrict, suspend, or modify Service functionality where reasonably necessary to:

• investigate security threats;
• prevent unauthorized access;
• contain an incident;
• protect Customer Data;
• protect other Customers;
• protect Service infrastructure; or
• comply with law.

A security-related restriction does not necessarily constitute a breach of this Policy.

21. Exclusions

Service-level expectations under this Policy do not apply to interruptions or degradation caused by circumstances outside MERAKAN's reasonable control, including:

• Customer systems;
• Customer connectivity;
• unsupported files;
• Customer misuse;
• unauthorized access resulting from Customer credential compromise;
• violation of the Terms or AUP;
• third-party services;
• internet infrastructure;
• hosting or infrastructure failures outside MERAKAN's reasonable control;
• scheduled maintenance;
• emergency maintenance;
• security incidents;
• legal or regulatory requirements;
• government actions;
• natural disasters;
• war;
• terrorism;
• civil disturbances;
• labor disputes;
• widespread telecommunications failures;
• power failures; or
• other force majeure events.

22. Security and Abuse Controls

MERAKAN may implement temporary or permanent restrictions to protect the Service from:

• abusive traffic;
• automated attacks;
• suspicious activity;
• excessive processing;
• unauthorized access;
• fraud;
• malicious files;
• security threats; or
• violations of the AUP.

Such restrictions may temporarily affect availability for an account or user.

23. No Service Credits

MERAKAN Lite currently does not include a service-credit program.

A temporary interruption, reduced availability, delayed processing, or other Service issue does not automatically create a right to:

• a refund;
• a credit;
• additional units;
• an extension;
• a fee reduction; or
• other compensation.

This does not limit rights that cannot lawfully be waived or a refund or credit that MERAKAN expressly chooses to provide.

24. No Double Recovery

Where MERAKAN voluntarily provides a refund, credit, replacement units, or other commercial accommodation relating to a Service issue, the Customer may not recover the same amount twice for the same event to the extent permitted by law.

25. Third-Party Service Levels

MERAKAN does not adopt or guarantee the uptime, availability, response times, or service credits of third-party providers as contractual Service levels for MERAKAN Lite.

Third-party service-level commitments may apply independently between MERAKAN and the applicable provider.

26. Beta or Experimental Functionality

Certain functionality may be identified as beta, experimental, preview, testing, or otherwise not generally available.

Unless expressly stated otherwise, such functionality may:

• change without notice;
• be temporarily unavailable;
• contain errors;
• have different limitations; or
• be discontinued.

Beta or experimental functionality is not subject to the same expectations as generally available production functionality.

27. Data Protection and Security

Data protection and Customer Data processing are governed primarily by:

• the Privacy Policy;
• the Data Processing Addendum, where applicable;
• the Subprocessors & Service Providers Policy; and
• the Terms.

This Policy does not replace or expand those documents.

28. Data Retention

Service availability does not extend or alter Customer Data retention periods. Retention and deletion are governed by the Terms, Privacy Policy, and DPA.

Provider-side short-lived processing, including any Vertex AI cache described in the Privacy Policy or Subprocessors & Service Providers Policy, does not create a separate MERAKAN availability commitment or extend MERAKAN’s Customer Data retention schedule.

29. Customer Business Continuity

Customers are responsible for maintaining appropriate business continuity procedures. Customers should maintain independent copies of important business records where appropriate and should not assume that MERAKAN Lite is a permanent archival system.

Export Capabilities and Limitations:

• The Service's export produces an Excel file of active invoices: their main fields and the number of line items, without line-item details or expenses.
• Uploaded images and attachment images are not included in the export.
• Notes longer than 300 characters are truncated.

The Customer remains responsible for determining whether the Service satisfies its internal continuity and recordkeeping requirements.

30. Compatibility

MERAKAN may modify the Service, supported browsers, operating environments, application functionality, file formats, or technical requirements.

MERAKAN may discontinue support for obsolete technologies where reasonably necessary to maintain or improve the Service.

31. Service Issue Reports

A Customer reporting a material Service issue should provide the affected account, approximate date and time, affected functionality, relevant error messages where available, and a concise description of the issue.

MERAKAN may request additional information reasonably necessary to investigate. Submitting a report does not create a guaranteed response or restoration time.

32. No Implied Service Levels

No statement by a MERAKAN employee, support representative, marketing material, website page, or other communication creates an additional contractual Service level unless expressly incorporated into a written agreement authorized by MERAKAN.

Marketing descriptions of Service performance are not substitutes for the contractual commitments expressly stated in this Policy.

33. AS IS / AS AVAILABLE

Except where expressly stated otherwise in the Terms or another written agreement, MERAKAN Lite is provided on an “AS IS” and “AS AVAILABLE” basis.

MERAKAN does not warrant that the Service will be uninterrupted, error-free, continuously available, or suitable for every Customer's particular requirements.

The warranty disclaimer and limitations of liability in the Terms apply to this Policy.

34. Limitation of Liability

The liability limitations stated in the MERAKAN Lite Terms & Conditions apply to claims arising under or relating to this Policy.

Nothing in this Policy creates a separate or higher liability limit.

To the extent permitted by applicable law, MERAKAN's aggregate liability remains subject to the contractual cap stated in the Terms.

35. Relationship to Other Documents

This Policy forms part of the contractual framework governing MERAKAN Lite. If there is a conflict, the order of precedence in Terms Section 72 applies.

36. Changes to This Policy

MERAKAN may update this Policy to reflect technical developments, changes to Service functionality or infrastructure, support processes, third-party dependencies, legal requirements, or other legitimate operational requirements.

Material changes will be handled in accordance with the change and notice procedures in the Terms.

37. No New Commercial Commitments

Nothing in this Policy creates or implies a fixed uptime percentage, guaranteed support response time, guaranteed restoration time, service credits, 24/7 live or emergency support, a new payment method, new geographic availability, a new subprocessor, a guaranteed AI-accuracy percentage, or any technical commitment not expressly stated in this Policy or another applicable written agreement.

38. Severability

If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

39. Governing Law and Disputes

This Policy is governed by the same governing-law, dispute-resolution, arbitration, class-action waiver, and related provisions stated in the MERAKAN Lite Terms & Conditions, except to the extent mandatory applicable law requires otherwise.

Support Contact

support@merakan.com

Company Information

MERAKAN LLC

Registered Office: 30 N Gould St Ste R, Sheridan, WY 82801, United States

Website: www.merakan.com | Service Application: app.merakan.com

General Inquiries: info@merakan.com | Support: support@merakan.com | Billing: billing@merakan.com

Security Reports: support@merakan.com | Privacy & Data Requests: support@merakan.com

DMCA Notices: store@merakan.com

DMCA Designated Agent: Ahmad Almusalam | Phone: +1 307-381-8088 | Registration No.: DMCA-1081799

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