Lightbase provides the following service level agreement (“SLA”) for the its services. The SLA is not a warranty. The SLA is available only to paying Clients.
Availability: Availability of the Cloud Service is 99.98% during a contracted month. If Lightbase fails to meet the Availability, Lightbase will provide Client a credit, in accordance with the table below:
Availability during a contracted month. Compensation (% of monthly subscription fee for contracted month that is the subject of a claim)
Availability: expressed as a percentage, is calculated as: the total number of minutes in a contracted month minus the total number of minutes of Downtime in a contracted month divided by the total number of minutes in the contracted month.
Support: Lightbase provides a ticket system that can accept new tickets via e-mail or web portal. This system is available to Client to open new tickets or update existing tickets. All tickets submitted will be acknowledged and provided a unique tracking identifier.
Credit Request: Client must log a support ticket with the Lightbase technical support help desk within 24 hours of first becoming aware of an event that has impacted service availability. Client must reasonably assist Lightbase with any problem diagnosis and resolution. Compensation for a valid SLA claim will be a credit against a future invoice for the Service based on the duration of time during which production system processing for the service is not available (“Downtime”).
Downtime: Downtime is measured from the time Client reports the event until the time the Service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond Lightbase’s control; problems with Client or third party content or technology, designs or instructions; unsupported system configurations and platforms or other Client errors; or Client-caused security incident or Client security testing. Lightbase will apply the highest applicable compensation based on the cumulative availability of the Service during each contracted month, as shown in the table above. The total compensation with respect to any contracted month cannot exceed 30 percent of one twelfth (1/12th) of the annual charge for the service.