Service Level Agreement
Last Updated: 20 March 2023
This Service Level Agreement ("SLA") is a contractual agreement between The App Provider, Alchemy Bros Ltd ("Leadpal"), and the Customer ("Customer") who has subscribed to Leadpal's software as a service (SaaS) application ("Application"). This SLA aims to outline the terms and conditions under which The App Provider, Leadpal, will provide the Application to the Customer.
Scope of Service
Leadpal is a cloud-based lead management platform designed to assist businesses in capturing, qualifying, and converting leads into customers. The services covered under this SLA are as follows:
We provide technical support to our customers through email and our online support portal during regular business hours, Monday through Friday, 9 am to 4 pm Europe/London.
Leadpal measures and monitors the Application's performance using several performance metrics, including response, transaction, and page load time. We guarantee that these metrics will meet or exceed the target performance levels stated in this SLA.
Leadpal has a system for logging, categorising, and prioritising incidents related to the Application. We also have procedures for promptly resolving incidents and communicating updates to our customers.
Leadpal has a formal change management process for making changes to the Application, including change request processes and implementation procedures.
This SLA sets out our commitments to ensure the quality and reliability of the Leadpal platform and the services we provide to our customers. By accepting this SLA, you can be confident that we are dedicated to delivering high-quality service and support to help you achieve your business objectives.
Leadpal is committed to providing customers with a dependable lead management platform. As part of our commitment to service quality, we offer a guaranteed level of availability or uptime for our service.
We guarantee that the Leadpal platform will be available and operational for 99.9% of the time measured on a rolling 12 month period. This uptime guarantee excludes scheduled maintenance windows and any circumstances beyond our control, such as force majeure events, Internet connectivity issues, or any acts or omissions of the Customer or a third party.
If Leadpal fails to meet this uptime guarantee, we will provide credits to the Customer based on the downtime experienced. The amount of credit will be calculated based on the proportion of the uptime guarantee that was not met and will be applied to the Customer's next billing cycle.
In the event of prolonged downtime or a significant breach of the uptime guarantee, Leadpal will take all necessary steps to restore service as quickly as possible and inform the Customer of the status and expected resolution time. We will also provide a root cause analysis and action plan to prevent similar incidents.
We understand the critical role that service availability plays in our Customer's business operations, and we take our responsibility to maintain a high level of uptime very seriously.
Performance Metrics & Monitoring
Leadpal is committed to delivering high-quality performance for our customers. To ensure this, we monitor the following performance metrics:
The time it takes for the Leadpal platform to respond to a user's request.
The time it takes for a user's requested action to be completed by the Leadpal platform.
Page load time
The time it takes for a Leadpal page to load in a user's browser.
The target performance levels for each metric are as follows:
- Response time: Less than 2 seconds.
- Transaction time: Less than 5 seconds.
- Page load time: Less than 8 seconds.
If any performance metric falls below the acceptable thresholds, Leadpal will investigate the root cause of the performance issue and provide a report to the Customer within 4 hours. Leadpal will implement a fix within one business day.
We understand the significant impact poor performance can have on our Customer's businesses. Therefore, we take our performance metrics and monitoring responsibilities very seriously.
Incident Management Procedures
In the event of an incident, Leadpal has established the following incident management procedures to ensure prompt identification, classification, and resolution.
Incident Logging and Categorisation
Leadpal's incident management process begins with logging incidents in our system. Next, we classify incidents based on severity, determining the priority level and response time.
Leadpal has established four priority levels for incidents:
- Priority 1 (P1): Critical incidents that require immediate attention and resolution.
- Priority 2 (P2): High-priority incidents that require prompt resolution.
- Priority 3 (P3): Medium-priority incidents that require resolution in a reasonable timeframe.
- Priority 4 (P4): Low-priority incidents that can be addressed during regular maintenance windows.
Incident Resolution and Timeline
Leadpal is committed to resolving incidents as quickly as possible. The timeline for incident resolution will depend on the priority level assigned to the incident. Leadpal will adhere to the following timeline:
- P1 incidents we will aim to have resolved within 6 hours.
- P2 incidents we will aim to have resolved within 24 hours.
- P3 incidents we will aim to have resolved within 5 business days.
- P4 incidents will be resolved during the following regular maintenance window.
Leadpal knows that it's essential to communicate quickly during an incident. So, we'll keep our customers updated throughout the incident management process. Customers will receive updates via email or phone, depending on their preferred mode of communication.
If service level commitments are breached, Leadpal will communicate to affected customers promptly. Customers will be notified of the violation, the reason for the breach, and the estimated timeline for resolution.
Leadpal will also provide a post-incident report to customers detailing the cause of the incident, the actions taken to resolve it, and the steps we will take to prevent similar incidents.
We understand the critical role of incident management in our Customer's business operations and take our responsibility to manage incidents promptly and effectively very seriously.
Change Management Procedures
Change management is crucial to providing reliable services. The following procedures outline the process for managing changes to the Application:
Process for Submitting and Approving Change Requests
Changes to the Application should be submitted by emailing firstname.lastname@example.org. The change request should include a detailed description of the change, its purpose, and the expected outcomes.
The change management team will review the change request and assess the change's impact on the Application's performance and security. If the change is approved, it will be scheduled for implementation at a suitable time. If the change is rejected, the reasons for the rejection will be communicated to the requester.
Procedures for Communicating Changes to the Customer
The Leadpal team will provide customers with advance notice of any planned changes that may affect the availability or performance of the Application. The notice will include the following:
- the date and time of the change,
- the expected duration of any service disruptions, and
- the impact of the change on the Application's functionality.
The notice will be provided through email or the Application's notification system.
Change Implementation Procedures and Timelines
Changes will be implemented during scheduled maintenance windows, which will be communicated to the Customer in advance. The Leadpal team will ensure that all necessary tests and validations are performed before implementing the change.
The Leadpal team will communicate the completion of the change to the Customer via email or through the Application's notification system.
By following these procedures, we aim to minimise the risk of service disruptions or degraded performance due to changes to the Application.
Disaster Recovery and Business Continuity
Leadpal recognises the importance of comprehensive disaster recovery and business continuity plans to ensure uninterrupted customer service. Therefore, as part of the SLA, the following procedures have been defined:
Backup and Restore Procedures
The App Provider will perform regular backups of all data stored in the environment. Backups will be stored in secure off-site locations. The frequency of backups will be determined by the criticality of the data being backed up. In the event of data loss or corruption, The App Provider will restore the data from the latest backup.
Redundancy and Failover Mechanisms
The App Provider will implement redundancy and failover mechanisms to ensure that critical components of the Application's environment continue functioning in the event of hardware or software failure. Failover mechanisms will be tested regularly to ensure that they function as expected.
The App Provider will regularly test its disaster recovery and business continuity plans to ensure they are practical and up-to-date. Testing will be conducted quarterly, including failover testing, backup and restore testing, and data centre recovery testing. The App Provider will communicate testing schedules to customers to minimise disruption.
In the event of a disaster or other disruptive event, The App Provider will activate its disaster recovery and business continuity plans and communicate with customers regarding the status of the service. The App Provider will restore service as quickly as possible while ensuring the integrity and security of customer data.
We understand the importance of uninterrupted service to our customers, and we take our responsibility to maintain disaster recovery and business continuity very seriously.
In addition to the lead management platform, our company provides comprehensive support services to ensure the platform runs smoothly and meets your business needs. The following outlines the support services this SLA covers:
The Application supports browsers that conform to the following configuration: >0.2% market share, not dead, not op_mini all.
Technical Support Hours and Response Times
We provide technical support to customers via email and our online support portal during regular business hours, Monday through Friday, 9 am-4 pm Europe/London. Our incident response timeline is as follows:
- P1 incidents, we will aim to respond within 4 hours.
- P2 incidents, we will aim to respond within 12 hours.
- P3/4 incidents, we will aim to respond within 72 hours.
We offer comprehensive training services to ensure you and your team can maximise the lead management platform. You will be given access to our user guides and documentation to your team when they are onboarding, and live training sessions can be scheduled at an additional cost.
Our training services include:
- User guides and documentation
- Live training sessions
We will provide you with user guides and documentation outlining using the Leadpal platform. This documentation will include step-by-step instructions, best practices, and troubleshooting tips to help you optimise your platform use. The documentation will be regularly updated and accessible to you and your team via our online knowledge base.
We are committed to providing timely and effective support services to ensure your business can rely on our lead management platform.
Service Level Review Procedures
Regular service level reviews are critical to ensuring the services meet the agreed-upon service levels. The following procedures will be followed for conducting regular service-level reviews:
Frequency of Reviews
The service-level reviews will be conducted quarterly or more frequently if required.
The participants in the service level review will include representatives from the Customer and the service provider.
The agenda for the service level review will include a review of the performance metrics, incident management, change management, disaster recovery and business continuity, and support services.
Results of Reviews
The results of the service level review will be used to identify areas for improvement, address any issues or concerns, and update the SLA as needed.
Procedures for Updating the SLA
If changes are required to the SLA based on the results of the service level review, the procedures for updating the SLA will be followed.
Communication of Changes to the Customer
The Customer will be informed of any changes to the SLA as a result of the service level review. The communication will be in writing, including the reasons for the changes, the effective date, and any other relevant information we might have.
By following these service level review procedures, the service provider and the Customer can work together to ensure that the services provided meet the required service levels and that any issues are identified and addressed promptly.
Service Level Credits and Penalties
Service Level Credits
- Should the Service Provider fail to achieve the Service Level Objectives (SLOs) specified in this Service Level Agreement (SLA), the Customer shall be entitled to receive Service Level Credits as detailed in this section.
- Service Level Credits serve to compensate the Customer for the reduced quality of service experienced during periods of non-compliance and are not construed as penalties or fines.
- Service Level Credits shall be calculated as a percentage of the Customer's monthly service fees based on the following schedule: SLO Non-Compliance from 1% to 5%: Service Level Credits equivalent to 2% of the monthly service fees; SLO Non-Compliance from 5.1% to 10%: Service Level Credits equivalent to 5% of the monthly service fees; SLO Non-Compliance of 10.1% or higher: Service Level Credits equivalent to 10% of the monthly service fees.
- To qualify for Service Level Credits, the Customer must submit a written request to the Service Provider within 30 calendar days after the month in which the SLO non-compliance occurred. The request must contain a comprehensive account of the service deficiencies and supporting documentation as reasonably requested by the Service Provider.
- The Service Provider shall evaluate the Customer's request and respond within 15 calendar days, either granting the Service Level Credits or providing a written rationale for denying the request.
- Service Level Credits will be applied as a credit to the Customer's account and used to offset future service fees. These credits are non-transferable and hold no cash value.
- Service Level Credits shall not be granted if the SLO non-compliance is caused by any factors or circumstances specified in this SLA's Limitations of Liability section. The Service Provider shall not be held responsible for failing to meet the agreed-upon SLOs resulting from such factors or circumstances. The Customer shall not be entitled to receive any credits for such instances.
Service Level Penalties
- If the Service Provider consistently and significantly fails to meet the agreed-upon SLOs, the Customer may choose to enforce Service Level Penalties as described in this section.
- Service Level Penalties shall only be imposed if the Service Provider fails to meet the same SLO for three consecutive months or any four months within a six-month timeframe.
- Service Level Penalties will be determined as follows: For the third consecutive month or fourth instance within six months of SLO non-compliance: A penalty equivalent to 5% of the monthly service fees, in addition to any applicable Service Level Credits.
- The Customer must provide written notice of their intent to enforce Service Level Penalties within 30 calendar days after the month the triggering event transpired. The notice must contain a comprehensive account of the service deficiencies and supporting documentation as reasonably requested by the Service Provider.
- If the Service Provider fails to rectify the SLO non-compliance within 30 calendar days of receiving the written notice, the Customer may terminate the SLA for cause, subject to the termination provisions outlined in Section Z of this Agreement.
- The Customer's ability to impose Service Level Penalties does not waive any other rights or remedies the Customer may have under this SLA or applicable law.
To ensure that the services provided under this SLA are delivered effectively, and on time, the Customer must meet the following obligations:
- Access and Security: The Customer must provide secure access to their systems, networks, and infrastructure required for the performance of the services. The Customer must ensure that their systems, networks, and infrastructure are secured against unauthorised access, attack, and breach.
- Cooperation: The Customer must provide all necessary cooperation and assistance to the service provider to enable them to perform their services effectively. This includes providing timely and accurate information for troubleshooting and resolving incidents.
- Timely Payments: The Customer must make timely payments for the services per the agreed-upon payment schedule in the contract. Failure to make timely payments may result in a suspension or termination of services.
- Compliance with Laws and Regulations: The Customer must comply with all applicable laws, regulations, and industry standards for using the services.
- Testing and Acceptance: The Customer must perform necessary testing and provide acceptance for any service changes or updates per the change management procedures.
Failure to meet customer obligations may result in a breach of the SLA commitments. Therefore, the service provider reserves the right to suspend or terminate services in case of persistent failure to meet customer obligations.
Limitations of Liability
The App Provider shall not be liable for any damages or losses arising from the use or inability to use the Application or any third-party services used by the Application, including but not limited to Firebase, Supabase, Digital Ocean, AWS S3, Clickhouse Cloud, Meilisearch Cloud, Render.com, and any other third-party services used by the Application.
The App Provider shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from or in connection with the use of the Application or any third-party services used by the Application.
This includes but is not limited to, damages for loss of profits, loss of data, or business interruption, even if The App Provider has been advised of the possibility of such damages.
The App Provider is not responsible for any content or information provided by third parties or for the conduct of any third party, including any third-party services used by the Application.
The App Provider does not warrant that the Application or any third-party services used by the Application will be error-free or uninterrupted. The App Provider shall not be responsible for any delay or failure in the Application’s performance or any third-party services used by the Application due to causes beyond its reasonable control, including but not limited to internet outages, power outages, natural disasters, or force majeure events.
By using the Application, you agree to release and hold harmless The App Provider and its affiliates, officers, directors, employees, agents, licensors, and service providers from any and all claims, liabilities, damages, and expenses arising from or in connection with the use of the Application or any third-party services used by the Application, including but not limited to Firebase, Supabase, Digital Ocean, AWS S3, Clickhouse Cloud, Meilisearch Cloud, Render.com, and any other third-party services used by the Application.
This section outlines the conditions for terminating the SLA by either party.
The Customer may terminate the SLA if The App Provider materially breaches any obligations under this agreement and fails to remedy the breach within a reasonable period after receiving written notice from the Customer.
The App Provider may terminate the SLA if the Customer materially breaches any of its obligations under this agreement and fails to remedy the breach within a reasonable period after receiving written notice from The App Provider.
Either party may terminate the SLA if the other party becomes insolvent or bankrupt or ceases to do business normally.
Upon termination of the SLA, all rights and obligations of both parties will cease, except for those expressly stated to survive termination, including but not limited to confidentiality, intellectual property, and limitation of liability.
If the SLA is terminated, the Customer will be responsible for paying all fees due up to and including the effective termination date. The Customer will not be entitled to any refund or credit of fees paid before the effective date of termination.
Review and Update
Regular review and updates of the SLA are critical to ensure that it continues to meet the needs of both the Customer and The App Provider. Therefore, to ensure its relevance and effectiveness, The App Provider will conduct periodic reviews of the SLA, and the review frequency will be defined in the SLA.
The App Provider will evaluate the performance metrics and service levels during the review process to determine if they are still appropriate. Additionally, The App Provider may consider changes in the business environment, technology, or customer requirements.
If updates are necessary, The App Provider will communicate the changes to the Customer, and the updated SLA will supersede any previous versions. Every effort will be made to communicate updates to the Customer promptly and clearly. In addition, the Customer will have the opportunity to review and provide feedback on any proposed changes to the SLA.
The SLA will remain in effect until it is terminated by either party or replaced by an updated SLA.