Unless otherwise provided herein, this SLA is subject to the provisions of the Terms.
This SLA applies separately to each of your Lipscore accounts, as defined in the Terms.
“Maintenance” means scheduled Unavailability of the Services, as announced by us prior to the Services becoming Unavailable.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Lipscore Services were Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
“Service Credit” means a credit denominated in the currency of the Lipscore account, calculated as set forth below, that we may credit back to an eligible account.
“Unavailable” and “Unavailability” mean, for app services and databases, when your service is not running or not reachable due to Lipscores fault.
Free standard customer support is available for all customers during regular business hours CEST: 08:00-16:00 and can be reached at [email protected]
Guaranteed response times varies between different SLA levels and are described below.
Guaranteed response time from our support: 72 hours
Guaranteed response time from our support: 48 hours
Guaranteed response time from our support: 24 hours
All support cases are created with a "Normal" escalation classification, meaning that they follow the normal response times based on a customers contracted SLA level. In the event of more severe incidents, customers can invoke various escalation levels based on the severity of the incident:
Elevated - Minor issues affecting multiple customers and/or non-critical feature failures
Assignment: Assign support agent within 2 hours.
Investigation: Start within 8 hours
First Client Update: Within 24 hours
Subsequent Updates: Daily until resolution
High - Partial outages or significant functional impairments affecting multiple customers
Assignment: Assign a support agent within 30 minutes.
Investigation: Start within 1 hour
First Client Update: Within 2 hours
Subsequent Updates: Every 4 hours until resolution
Critical - Major system outages or security breaches affecting a wide customer base
Immediate Alert: Notify senior management and dedicated engineers instantly.
Dedicated Support: Assign within 10 minutes.
Client Communication: Update within 30 minutes.
Hourly Updates: Until resolution.
Root Cause Analysis (RCA): Initiate within 2 hours.
Lipscore will use commercially reasonable efforts to make Lipscore Services available with a Monthly Uptime Percentage of at least 99.8% during any monthly billing cycle (the “Service Commitment”). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
You can monitor Lipscores uptime and also get notified of any incidents by going to the following address and subscribing for updates: https://status.lipscore.com
Service Credits are calculated as a percentage of the total charges due on your Lipscore invoice for the monthly billing cycle in which the Unavailability occurred, applied proportionally to the Services that were Unavailable, in accordance with the schedule below:
For Monthly Uptime Percentage less than 99.8% but equal to or greater than 99.0%, you will be eligible for a Service Credit of 10% of the charges attributable to the affected resources
For Monthly Uptime Percentage less than 99.0%, you will be eligible for a Service Credit of 20% of the charges attributable to the affected resources
We will apply any Service Credits only against future payments for the Services otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Lipscore. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than the equivalent of 100 NOK. Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
To receive a Service Credit, you must submit a claim by emailing [email protected]. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
the words “SLA Credit Request” in the subject line;
the dates and times of each Unavailability incident that you are claiming;
the account handle(s); and
logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
The Service Commitment does not apply to any Unavailability:
That results from a suspension or Remedial Action, as described in the Terms;
Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of the Lipscore network;
That results from any actions or inactions of you or any third party;
That results from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control);
That results from failures of Lipscore Services not attributable to Unavailability; or
That results from any Maintenance.
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.