Service Level Addendum
This Service Level Addendum (“Addendum”) is made a part of and incorporated by reference into the Master Subscription Agreement between Livegistics and Client. Capitalized terms not defined in this SLA shall have the meaning ascribed to them in the Order Form or MSA. Livegistics will use commercially reasonable efforts to provide technical support to Client in accordance with the response times and terms set forth in this Addendum.
Support Hours: Monday – Friday, 9:00 AM – 7:00 PM Eastern Standard Time (EST), including all U.S. holidays.
Support Channels: Phone, Email, and Chat
Severity Levels and Response Times: Livegistics will provide technical support to Client as set forth below. Client shall request support via one of the Support Channels, including a priority level based on the table below. Livegistics will respond within the time frame set forth below and validate Customer’s priority level or notify Client of a proposed change in the priority level.
| Severity Level | Description | Initial Response Time* | Examples |
|---|---|---|---|
| Critical (S1) | Complete system outage or a core feature failure with no workaround. Operations are halted as a result. | 1 business hour | System login failures |
| High (S2) | Severe degradation of service affecting core functionality with limited workarounds. | 2 business hours | Operation continues using alternative methods |
| Medium (S3) | Partial functionality loss or intermittent issues with minimal operational impact. | 1 business day | UI bugs that don’t prevent usage |
| Low (S4) | General inquiries, feature requests, minor usability concerns, or questions related to documentation. | 3 business days | “How-to” questions |
*during Support Hours.
How to Submit Requests: All requests for technical support should be directed to support@livegistics.com or made through the designated support phone or chat channels.
Service Level Exclusions: The commitments above do not apply to any issues caused by: (i) Client’s equipment or third-party products, equipment, or services (e.g., Client’s internet connection); (ii) Client’s violation of the Agreement or any other agreed terms with Livegistics; or (iii) any test, development, beta, sandbox, or other non-production environments.
Remedy:
In order to receive downtime credit, Client must notify Livegistics support within seventy-two (72)
hours from the time of downtime, and failure to provide such notice will forfeit the right to receive
downtime credit. All credits provided hereunder are nonrefundable. If Client elects not to renew the
Agreement, such that the below credit cannot be applied, Client will have the option to receive up to
one free month of Solution as its sole remedy in lieu of such credit.
| Monthly Uptime Percentage | Service Credit (% of Monthly Subscription Fee) |
|---|---|
| ≥ 99.98% | 0% (Meets SLA) |
| 99.98% – 98.98% | 10% |
| 98.98% – 97.98% | 20% |
| 97.98 % - 96% | 30% |
| 96% - 95% | 40% |
| 95% - 94% | 50% |
| At or below 94% | 75% |
| Severity Level | Response Time Breach Threshold | Service Credit (per occurrence beyond threshold) |
|---|---|---|
| Critical (S1) | >1 occurrences/month | 5.00% of Monthly Fee per occurrence |
| High (S2) | >2 occurrences/month | 2.50% of Monthly Fee per occurrence |
| Medium (S3) | >4 occurrences/month | 1.00% of Monthly Fee per occurrence |
| Low (S4) | >5 occurrences/month | 0.5% of Monthly Fee per occurence |
