Service Level Addendum
1. Scope
This Service Level Addendum describes Provider's operational service goals for the production LBC Assist Service. This addendum is incorporated into and subject to the Terms and Conditions.
2. Availability Objective
Provider will commercially strive to achieve 99.9% uptime for the production Service. This is a target and operational objective only. It is not a warranty, guaranteed service level, or commitment to any credit, penalty, offset, refund, or other monetary remedy.
3. No Service Credits, Penalties, or Refunds
Provider does not provide service credits, penalties, fee reductions, or refunds for downtime, degradation, failover events, maintenance windows, or outages, including for prepaid services, except where applicable law requires otherwise and cannot be waived.
4. Primary Region Architecture
Provider has architected the production Service to be highly available within its primary cloud-services region. Availability depends on the Service itself and on third-party hosting, networking, DNS, mapping, AI, geocoding, push-notification, and other dependent services.
5. Provider Region Outage and Failover
If Provider's cloud infrastructure provider declares an outage affecting the primary region, or Provider reasonably determines that a regional failover is necessary, Provider will use commercially reasonable, best-effort measures to restore Service and data from a designated failover region.
Regional failover is not guaranteed to be immediate, lossless, or available in every incident. During a failover event, some features, integrations, workflows, or historical records may be degraded, delayed, or unavailable.
6. Return to Primary Region
Once the primary region is restored and Provider determines that it is appropriate to move operations back, Provider may perform migration or restoration steps to return Service to the primary region. That process may require downtime, degraded performance, restricted functionality, or temporary maintenance windows.
7. Customer Communications During Outages
During a material outage, Provider will use reasonable efforts to communicate status by email to the default administrator email address then on file for the tenant. You are responsible for maintaining a current and monitored administrator email address in the Service.
8. Planned and Emergency Maintenance
Provider may perform planned maintenance, emergency maintenance, incident response, patching, security work, failover testing, backup operations, and restoration work. Such work may cause downtime or degraded performance. Planned maintenance should be scheduled with reasonable operational judgment, but Provider does not guarantee advance notice in every case.
9. Exclusions
- Downtime or degradation caused by third-party infrastructure or service providers.
- Internet, ISP, browser, device, mobile OS, or customer-network failures.
- Customer configuration issues, misuse, unsupported integrations, or security incidents caused by customer accounts or environments.
- Suspension or restriction under the Terms and Conditions or the Termination and Suspension Policy.
- Administrative export generation, download availability, or manual support workflows related to customer-data exports.
- Force majeure events, including severe weather, natural disaster, war, civil disturbance, labor disruption, or government action.
10. Backups and Disaster Recovery
Provider may retain backup and disaster-recovery copies for up to 30 days in two cloud infrastructure regions. Backup availability does not create a guarantee of point-in-time restoration, recovery time, or zero data loss. For tenants terminated because of non-payment, backup retention remains subject to the Termination and Suspension Policy and Privacy Policy, which target purge completion by day 30 from the non-payment date.