The Services will be available 99.9% of the time each calendar month, excluding unavailability due to Maintenance. If Living Security fails to meet this availability commitment Customer is entitled to a credit equal to the monthly recurring fee for the affected Service(s) multiplied by the percentage by which Living Security failed to meet the commitment multiplied by 20%.
For example, if availability for Teams for a calendar month is 98.3% and the monthly recurring fee for that service is $1,000.00 then Customer is entitled to a credit equal to $1,000 x (.999 - .983) x .2 = $3.20.
Living Security’s reasonable measurement of unavailability shall control for purposes of determining if Customer is eligible for a credit. Living Security may measure unavailability by methods such as server monitoring software that measures the server-side error rate, ping test results, web server tests, TCP port tests, and website tests.
Living Security will respond to each support request made in accordance with the Support Request Contact Instructions within the response time for the applicable severity level stated in the table below. If Living Security fails to meet this support request response time commitment Customer is entitled to a credit equal to the monthly recurring fee for the Service(s) that are the subject of the support request multiplied by 5%.
For example, if the Customer’s Critical request does not receive a response within 240 minutes of the time the request is received by Living Security and the monthly fee for the Service is $1,000, Customer is entitled to a credit equal to $1,000 x .05 = $50.
The response time is measured from the time that the request is logged by Living Security’s systems as received until Living Security has sent a live (not automated) response acknowledging the request and indicating that work to address the request has begun.
Support Hours: 8:00 a.m. – 5:00 p.m. United States Central Time, excluding Living Security’s published support holidays. Response time commitments below are stated in terms of support hours.
For example, the response time commitment for a Severity Level 2 request that is received at 4:00 p.m. on a Friday would be 11:00 a.m. on the following Monday.
|
Severity Level |
Description |
Response |
|
Services down or potential security vulnerability. No work can be performed. |
4 hours |
|
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. |
|
|
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. |
|
|
Functionality is somewhat degraded but operational. |
48 hours |
|
Functionality is not impacted. Informational inquiry only. |
Maintenance means maintenance that is announced or scheduled at least forty-eight (48) hours in advance, or emergency maintenance needed to address an unforeseen issue and that does not exceed an aggregate of ten (10) hours during a calendar year.
Support Request Contact Instructions:
Support requests should be submitted through the Living Security support portal at https://www.livingsecurity.com/support/contact-us.
Customer is encouraged to designate the severity level of the request within the request. Living Security will respect Customer’s reasonable severity level designation that is stated with the initial support request or if Customer does not make a severity level designation may assign a severity level based on Living Security’s reasonable interpretation of the request. Living Security my downgrade a support request to a lower severity level if a work around is provided that reduces the severity of the issue.
To receive a service credit Customer must make a written request to help@livingsecurity.com within ten (10) days following the end of the event(s) giving rise to the credit. Requests must include the date and time of the events giving rise to the credit and a description of the adverse impact suffered by the Customer as a result of the event(s). Living Security will review and respond to requests for service credits within thirty (30) days of receipt.
Living Security will apply approved credits to the first invoice issued after the credit is approved. If the Order expires such that no invoice is issued after the credit is approved then Living Security will provide Services at no charge following expiration of the Order for a period that corresponds to the amount of the credit, but not to exceed in any event thirty (30) days of Services. Service credits cannot be carried forward or applied to past periods. Living Security has no obligation to issue a refund or pay any amount to Customer in respect of a service credit.
Living Security is not required to issue a credit if the event(s) giving rise to the credit resulted from (i) Customer’s breach of the Agreement; (ii) Customer’s unauthorized or improper use of the Services; (iii) Customer’s modification, alteration or mis-configuration of the Services; (iv) any products or features identified as alpha, beta, pre-release, pilot, test, or similar; (v) hardware, software, services or other technology that has not been provided by Living Security pursuant to the Agreement; (vi) failure of ISP’s or other communications facilities; (vii) any act or omission of any Authorized User which, if performed or omitted by Customer would be a material breach of this Agreement, and/or; (viii) any act or omission of Customer or any Authorized User that prevents, delays, disturbs or interferes with Living Security's performance of its obligations under the Agreement.
The right to receive a credit expires on expiration or earlier termination of the Order for the relevant Services. Service credits are the sole and exclusive remedy for any failure by Living Security to meet its service level commitments stated in this SLA. All credits will be based on Living Security’s measurement of its performance of the service and will be final.
