1. Service Level Agreements
Zenlegal shall ensure that the Products comply with all applicable Service Level Agreements (SLAs) as indicated herein. All SLA-related queries shall be addressed to help@lucioai.com.
2. Metrics & Terms
2.1 System Availability (Uptime): The system shall be available for ninety-nine per cent (99%) of defined hours, measured weekly.
2.2 Recovery Time Objective (RTO): The RTO is set at eight (8) hours in the event of any disaster or disruption.
2.3 Recovery Point Objective (RPO): The RPO is set at two (2) hours.
2.4 Data Security: Zenlegal shall implement proper controls to protect information from data breaches or unauthorized access. Events and audit logs shall be monitored continuously and measured weekly. Regular security audits shall be conducted to ensure compliance.
2.5 Localization & Access / Usage: Information within the uploaded or queried data shall be protected from misuse and reuse by any person other than the owners of Customer data. Security measures, including encryption (both at rest and in transit) and access controls, shall be implemented.
2.6 Root Cause Analysis (RCA): A detailed Root Cause Analysis shall be provided after any major or medium incident and shall be delivered within five (5) business days of the incident.
3. Incident & Support Management
3.1 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 |
4. Service Credits
Service Credits shall be calculated as a percentage of the monthly Service Fees paid by the Customer for the Products in the applicable month in which the SLAs are not met, in accordance with the schedules below.
4.1 Service Credits for Failure to Meet Uptime Percentage
Monthly Uptime Percentage | Service Credit and Remedies |
Between 97% and 99% | 5% of the monthly Products Fees |
Between 97% and 95% | 10% of the monthly Products Fees |
Less than 95% | 20% of the monthly Products Fees; and/or |
4.2 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 Products Fees |
More than 5 | 15% of the monthly Products Fees; and/or |
4.3 Service Credits for Failure to Meet Incident and Support Management Commitments
4.3.1 Standard and Minor Incidents (Calculated Monthly)
SLA Miss Count | 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 Products Fees |
Fourth time SLA missed | Notification only | 10% of the monthly Products Fees |
Fifth time SLA missed | 5% Service Credits | 20% of the monthly Products Fees |
Sixth to ninth time SLA missed | 10% Service Credits each | 30% of the monthly Products 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 |
4.3.2 Major and Critical Incidents (Calculated Monthly)
SLA Miss Count | Major Incident | Critical Incident |
First time SLA missed | Notification only | 5% of the monthly Products Fees |
Second time SLA missed | 5% | 10% of the monthly Products Fees |
Third time SLA missed | 10% | 1. 15% of the monthly Products 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 Products Fees; and/or 2. Right to terminate the Agreement and/or SOW under Clause 10.2 of the Agreement | 1. 20% of the monthly Products 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 Products 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 Products Fees each; and/or 2. Right to terminate the Agreement and/or SOW under Clause 10.2 of the Agreement |
5. Other Conditions
5.1 Service Credits shall be the Customer’s exclusive remedy and Zenlegal’s entire liability for Zenlegal’s failure to meet the Service Level Commitments.
5.2 Notwithstanding anything to the contrary in this Agreement, the Customer shall not be entitled to Service Credits to the extent that such downtime results from or arises out of any of the following:
(a) the Customer’s breach of this Agreement, including any use of the Products not in accordance with the documentation or instructions provided by Zenlegal, or the Customer’s failure to follow Zenlegal’s reasonable instructions;
(b) force majeure events, or issues related to the Customer’s infrastructure, data, or integration with third-party Productss not provided by Zenlegal;
(c) scheduled downtime occurring on Sundays between 12:00 AM and 5:00 AM, and any other time for which Zenlegal has provided the Customer with reasonable advance notice of such scheduled downtime in accordance with this Agreement;
(d) downtime affecting sandbox instances, free or beta features of the Products, or test environments; and
(e) outages caused by any downstream service providers relied upon by Zenlegal.
