Living Security Support SLAs

Response Time & Escalation

Product Downtime:

If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice via email and in-product banner. In a year, scheduled downtime won’t exceed 10 hours.
Emergency changes and incidents, we will notify with in-product messaging. If downtime persists, email communication will also be sent.
System status can be monitored here: https://status.livingsecurity.com.

METRICS

Service Level Metric	Level	Metric Description	Service Credit Remedy
Uptime	99.9%	100% minus the percent of unplanned Downtime in a month. Living Security calculates this metric using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests. See notes below.	If we fall short of our Uptime commitment, we’ll apply a credit to each affected account equal to 20% the amount that account paid during the period the Living Security Platform was down (we call these Service Credits).
Application Response Time	4 sec	The average time to load Living Security Platform pages. Living Security maintains a standard environment for measuring this metric. Client environments and perceived performance may vary due to a number of factors outside of Living Security’s control including, but not limited to, intranet configurations (such as VPN throttling), browser plugins, end-user computer age, browser type and version, etc.	If we fall short of our Application Response Time commitment, we’ll apply a credit to each affected account equal to 20% the amount that account paid during the period the Living Security Platform was performing slower than committed.
Data Retrievability	up to 24 months during active license	The time data is guaranteed to exist on the system and is available for download through the application interface.	n/a
Incidence Response Time	4h to 24h based on severity (see table below)	The time it takes for a qualified team member to acknowledge the Issue and begin to diagnose the problem. Response time will be calculated by dividing the number of Issues responded to within the specified time (4 hours or 24 hours) divided by the total Issues received for the month. Support hours for error correction are provided below.	If we fall short of our Incidence Response Time commitment, we’ll apply a credit to each affected account equal to 20% the amount that account paid during the month the commitment was not met.

DEFINITION OF SEVERITY

Severity Level	Description	Target Response
1. Outage	Platform down or potential security vulnerability. No work can be performed.	4 hours Between 8am and 6pm Central Time Monday through Friday and Between 12pm to 6pm Central Time on Sundays
2. Critical	All end-users unable to complete primary tasks due to loss of functionality. Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business.
3. Urgent	Partial functionality is lost but work-arounds are available. A major software function is experiencing a reproducible problem that causes a major inconvenience to the user.	24 hours Sunday through Friday
4. Important	Functionality is somewhat degraded but operational.	48 hours Sunday through Friday
5. Informational	Functionality is not impacted. Informational inquiry only.	48 hours Sunday through Friday

NOTES

Service Levels

“Downtime” means the time in which any service is not capable of being accessed or used by the Customer, as monitored by Living Security. The following are not counted as Downtime for purposes of calculating Uptime:

Unavailability caused by events outside of the direct control of Living Security including the following:
- Issues that are related to external apps or third parties
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
- Force majeure event
Service unavailability caused by scheduled maintenance of the platform used to provide the applicable

Scheduled Downtime

Sometimes we need to perform maintenance to keep the Living Security platform working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice via email and in-product messaging. In a year, scheduled downtime won’t exceed 10 hours.

Service Credits

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any undisputed outstanding invoices and expire upon termination of your customer contract. Service Credits and termination pursuant to Clause 9.2 where applicable are the sole and exclusive remedy for any failure by Living Security to meet its obligations under this Uptime metric. All credits will be based on Living Security’s measurement of its performance of the service and will be final.

Support

Support consists of assistance provided to customers via the Internet with respect to use of the Software and to resolve Issues. “Issue” means a failure of the Software (as described in the Order) to substantially conform to the functional specifications set forth in the documentation. Issues are classified by Living Security according to severity of impact on the use of the Software, according to the chart above. All disputes regarding severity classification will be resolved by Living Security in its sole discretion. Support hours for Issue correction are between 8am and 6pm Central Time Monday through Friday and 12pm to 6pm Central time on Sundays.