Enterprise Tech with Fexingo · 2026-08-15 · 10 min
In this episode of Enterprise Tech with Fexingo, hosts Lucas and Luna dig into a clause that rarely makes headlines but is quietly reshaping Fortune 500 software contracts: AI support SLAs. Historically, support tiers were simple - bronze, silver, gold - with response times and uptime credits. But as AI features become embedded in enterprise software, the stakes change. A failure in an AI model isn't just downtime; it's a wrong answer fed to thousands of employees, a biased hiring decision, or a compliance exposure. Lucas and Luna walk through the real-world case of a global bank that pushed back on a vendor's standard AI support terms, demanding response-time SLAs for model hallucinations and a new escalation path for AI incidents. They discuss how procurement leaders are now defining severity levels for AI issues, attaching credits not just to uptime but to accuracy, and insisting on vendor-side technical staff who can actually debug AI behavior. The episode lands on a practical question: is your support contract ready for the moment your AI tells a customer the wrong thing?
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