Lawdata Service Level Commitments and Support Services
Lawdata shall provide Service Level Commitments (SLC) Credits (defined in paragraph 3 below) and Support Services in accordance with the Service Level Commitments and Support Services Terms as defined herein. In the event of any conflict between the remainder of the Agreement and the Service Level Commitment and Support Services Terms, the Service Level Commitment and Support Services Terms will prevail. The Service Level Commitments and Support Services incorporate the definitions set forth in Clause 1 of the Agreement.
1. Exhibit Definitions
(a) “Subscriber Core Group” means Subscriber’s employees who have been trained on the Service and who are familiar with Subscriber’s business practices.
(b) “Subscriber User Community” means all users who input, extract or view data in the Service, including all Registered Clients.
(c) “Downtime” means any period, greater than ten minutes, during which the Subscriber is unable to access or use the Service because of a Service Outage, excluding (i) any such period that occurs during any Scheduled Downtime , or (ii) document preview, search, FTP or synch functions of the Service.
(d) “Recurring Downtime” means 4 hours per month on the third Saturday of the month from 12:00 A.M. to 4:00 A.M. PST.
(e) “Request” means a modification to the Service outside of the scope of the functional specifications.
(f) “Scheduled Downtime” means the time period identified in advance by Lawdata in which it intends to perform any planned upgrades and/or maintenance on the Service or related systems and any overrun beyond the planned completion time.
(g) “Service Outage” means a situation in which the datacentres hosting the Service are not accessible as a result of failures at the datacentres (as distinguished from the internet provider of any User or any intervening server) or the failure of Lawdata to provide login ability. A decrease in system response time due to a temporary failure of a non-critical component shall not constitute a Service Outage.
(h) “Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in such calendar month, divided by the total number of minutes in such calendar month.
(i) “User Administration Support” means issues that have an impact on the usability of the Service and are addressable through the adjustment of Users’ access privileges, processes or procedures.
Scope of Service Level Commitments
Lawdatas’ obligations do not extend to Service Outage or other issues caused by:
1. any modification of the Service made by any person other than, or on behalf of, Lawdata;
2. any third-party hardware or software used by Subscriber or any Registered Clients;
3. the improper use of the Service;
4. the accidental or deliberate damage to, or intrusion or interference with the Service not caused by Lawdata;
5. the use of the Service other than in accordance with any user documentation published by Lawdata or the reasonable instructions of Lawdata;
6. test or training instances of the Service provided to Subscriber;
7. connection failures, latency problems and similar factors caused or affected by difficulties with the User’s (or internet service provider’s) internal network or general internet conditions;
8. Force Majeure Events.
3. Support Services
Lawdata will provide support services to assist Subscriber in resolving Errors (“Support Services”). Support Services do not include (a) physical installation or removal of the API and any user documentation published by Lawdata; (b) visits to Subscriber’s premises; (c) any electrical, mechanical or other work with hardware, accessories or other devices associated with the use of the Service; (d) any work with any third party equipment, software or services; (e) any professional services associated with the Service, including, without limitation, any custom development, or data modeling.
Lawdata will provide support as specified at attorneysbrief.com/apn/main/tickets.aspx, excluding Lawdata corporate holidays except where noted.
Further questions, please call +442080545028, +2348169122861 or email firstname.lastname@example.org.