Service Level Agreements

Service Level Agreements

Zenlegal shall ensure that the Product complies with all applicable Service Level Agreements (SLAs) as indicated herein. All SLA related queries should be filed in the form available here.

Metrics & Terms

System Availability (Uptime): The system will be available for ninety-nine percent (99%) of defined hours, measured weekly.
Recovery Time Objective (RTO): The RTO is set at eight (8) hours in case of disaster or disruption.
Recovery Point Objective (RPO): The RPO is set at two (2) hours.
Data Security: Proper control to protect information from data breaches or unauthorized access. Events and Audit logs are to be monitored continuously and measured weekly. Regular security audits will be conducted to ensure compliance.
Localization & Access/Usage: Information within the uploaded/queried data will be protected from misuse and reuse by anyone other than owners of Customer data. Security measures, including encryption (both at rest and in transit) and access controls, will be implemented.
Root Cause Analysis (RCA): A detailed RCA will be provided after any major or medium incident, delivered within five business days of the incident.

Incident & Support Management

Incident Management
Incident Type	Response Time	Resolution Time
Critical Incident: Severity 1 A critical incident is a high-impact event that requires immediate action. Examples include a complete service outage, severe data breach, or critical infrastructure failure.	4 business hours	8 business hours
Major Incident: Severity 2 A major incident that affects many users and needs a swift response, such as a customer-facing service being unavailable for a subset of customers	1 Business Day	24 business hours
Minor Incident: Severity 3 A moderate incident that can be managed within normal operations, such as a minor inconvenience to customers.	2 Business Days	3 business days
Standard Request: Miscellaneous requests from users, including change processes, UAT, testing, and roll-out.	3 Business Days	10 business days

Service Credits

Service Credits will be calculated as a percentage of the monthly Service Fees paid by Customer for Product in the applicable month in which the SLAs are not met, in accordance with the schedule below:

Service Credits for failure to meet Uptime Percentage

Monthly Uptime Percentage	Service Credit and Remedies
Between 97% and 99%	5% of the monthly product fees
Between 97% and 95%	10% of the monthly Product Fees
Less than 95%	20% of the monthly Product Fees; and/or

Service Credits for failure to meet RPO and/or RTO commitments

Number of RTO / RPO violations per month	Service Credit and Remedies
1-3	0%
3-5	5% of the monthly Product Fees
>5	15% of the monthly Product Fees; and/or

Service Credits for failure to meet Incident and Support management commitments

Standard and Minor Incident

Calculated Monthly	Service Credits and Remedies
Calculated Monthly	Standard Request	Minor Incident
First time SLA missed	Notification only	Notification only
Second time SLA missed	Notification only	Notification only
Third time SLA missed	Notification only	5% of the monthly Product Fees
Fourth time SLA missed	Notification only	10% of the monthly Product Fees
Fifth time SLA missed	5% Service Credits	20% of the monthly Product Fees
Sixth to ninth time SLA missed	10% Service Credits each	30% of the monthly Product Fees each
Tenth time SLA missed and onwards	1. 20% Service Credits each; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement	1. 50% Service Credits each; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement

Major and Critical Incident

Calculated Monthly	Service Credits and Remedies
Calculated Monthly	Major Incident	Critical Incident
First time SLA missed	Notification only	5% of the monthly Product Fees
Second time SLA missed	5%	10% of the monthly Product Fees
Third time SLA missed	10%	1. 15% of the monthly Product Fees; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement
Fourth time SLA missed	1. 15% of the monthly Product Fees; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement	1. 20% of the monthly Product Fees; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement
Fifth time onwards SLA missed	1. 20% of the monthly Product Fees each; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement	1. 30% of the monthly Product Fees each; and/or 2. Right to terminate the Agreement and/or Sow under Clause 10.2 of the Agreement

Other conditions

Service Credits are Customer’s exclusive remedy and Zenlegal’s entire liability for Zenlegal’s failure to meet the Service Level Commitment.
Notwithstanding anything to the contrary in this Agreement, Customer shall not be entitled to Service Credits, to the extent such downtime results from or arises out of any of the following:

(a) Customer’s breach of this Agreement, including any use of the Product not in accordance with the documentation or instructions provided by Zenlegal, or Customer’s failure to follow Zenlegal’s reasonable instructions;

(b) force majeure events, or issues related to Customer’s infrastructure, data, or integration with third-party products not provided by Zenlegal;

(c) scheduled downtime which is Sunday between 12AM to 5AM, and in addition to that any time for which Zenlegal has given Customer reasonable advance notice of such scheduled downtime in accordance with the terms of this Agreement; or

(d) downtime affecting sandbox instances, free or beta features of the Product, or test environments; and

(e) outage from any of the other downstream service providers relied on by Zenlegal.

Zenlegal shall be responsible for notifying Customer and addressing any vulnerabilities in relation to use of open-source software (to the extent such vulnerabilities can be addressed) immediately.

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