Service level agreement

This Service Level Agreement forms part of the Terms of Service between Lulo Solutions LLC (the “Company”) and each Agency that uses Leepr (the “Service”).

1. Service Availability Commitment

Company commits to maintaining 99.5% Service Availability during each calendar month, excluding periods of Scheduled Maintenance and Force Majeure events.

2. Definitions

(a) “Service Availability” means the ability to access and use Leepr as intended in accordance with its documentation.

(b) “Downtime” means any period during which Leepr is unavailable or non-functional, excluding periods of Scheduled Maintenance and Force Majeure events.

(c) “Scheduled Maintenance” means planned updates or maintenance activities that may cause temporary unavailability of the platform.

3. What the Commitment Covers

The commitment covers the Leepr application, its API, and the public forms, application and booking pages it serves for Agencies. It does not cover the availability of Sponsors’ systems, of calendars or other services an Agency connects, or of email delivery once a message has left the Service; while a Sponsor’s system is unavailable, the Agency’s connection to it may show older information or be unable to send.

4. Service Credits

In the event that Service Availability falls below the 99.5% commitment, Agency shall be entitled to a service credit equal to 5% of the fees invoiced to the Agency for the affected month for each full percentage point below 99.5%, up to a maximum credit of 100% of those fees. Service Credits shall be applied to future invoices and shall not be refunded in cash. Agency must submit a claim for Service Credits within thirty (30) days of the end of the applicable calendar month. Company shall review and apply approved credits within thirty (30) days of receipt of such claim.

5. Maintenance Notice

Company shall provide at least forty-eight (48) hours advance notice of Scheduled Maintenance via email or the platform. Periods of Scheduled Maintenance shall be excluded from the Downtime calculation.

6. Support Services

Support is available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. holidays. Company targets an initial response within twenty-four (24) hours during business hours. Resolution times depend on the complexity and severity of the reported issue.

7. Agency Responsibilities

Agency shall maintain a compatible device, operating system, and internet connection sufficient for use of the platform. Agency shall implement reasonable security measures to protect user credentials. Agency shall promptly notify Company of any issues affecting use of the platform and shall provide reasonable cooperation and information necessary for troubleshooting.

8. Exclusions

The Service Level Agreement excludes any issues arising from Agency’s failure to meet its responsibilities as set forth herein, or from external factors beyond the reasonable control of Company.

9. Liability Limitation

Company’s sole and exclusive liability for any failure to meet the Service Availability commitment shall be limited to the Service Credits described in this Agreement. In no event shall Company be liable for any indirect, special, incidental, consequential, or punitive damages arising from or related to Service Availability.

All questions regarding service levels and availability should be directed to security@exlink.org.