Service Level Commitments (SLC)

1. Introduction

This document (hereinafter: the “SLC”) sets out the guaranteed level of availability of the Lexra service (hereinafter: the “Service”), the method of measuring it, the exclusions, the scheduled maintenance rules and the conditions for the provision of technical support. The SLC forms an integral part of the Terms of Service available at https://lexra.io/terms-of-service; terms defined in the Terms of Service have the same meaning in this document. In the event of any inconsistency between this SLC and the Terms of Service with respect to the availability of the Service, this SLC prevails.

The governing version of this document is the English version, available from the Application and on the lexra.io website. A Serbian-language version is provided for convenience and is available, together with the other Serbian-language documents, on the lexra.biz website.

2. Guaranteed availability

We guarantee a monthly Service availability of 99.9%.

The guaranteed level of availability applies to the core functionality of the Service and access to data through the Application. The Service is hosted on cloud infrastructure whose key services (application hosting, databases, data storage) are subject to the infrastructure provider’s contractual availability guarantees in the range of 99.9% to 99.99%, and the system is designed to rely on those highly available services.

3. Measuring availability

The availability and stability of the Service are measured using tools and mechanisms within the cloud environment used and at the application layer, which include: centralised monitoring of the availability of infrastructure and application resources with real-time metric collection; monitoring of application availability, response times, errors and the performance of key components; periodic availability checks from external locations (synthetic monitoring), which objectively measure the availability of the Service to end users; and internal health-check mechanisms that verify the availability of the system’s core services (API, authentication, database access), in order to distinguish a complete outage from partial degradation.

The data collected by these tools constitutes the official basis for measuring availability and determining whether the guaranteed level has been met.

4. What constitutes unavailability (Downtime)

Unavailability means exclusively situations in which customers are unable to: access the Application; authenticate (log in); use the core functionality of the Service; or access their data through the Application.

Short interruptions lasting less than 10 minutes, partial performance degradation, occasional system slowdowns and issues that do not prevent the use of core functionality are not considered unavailability.

5. Exclusions

The following do not count towards unavailability:

• disruptions or unavailability of external services used or connected by the customer, including the payment processing service and external document storage systems (Google Drive, Microsoft OneDrive);
• the delivery of push notifications, and the availability, downloading or updating of the mobile applications through app stores (Apple App Store, Google Play);
• interruptions or disruptions caused by third-party cloud infrastructure, to the extent not directly related to the application layer of the Service;
• problems on the customer’s side, including internet connection, local network, end devices or the configuration of the customer’s environment;
• partial performance degradation (e.g. slower response), where core functionality remains available;
• short interruptions lasting less than 10 minutes;
• scheduled maintenance announced in accordance with Section 6 of this SLC;
• force majeure events and other events beyond our reasonable control, in accordance with the Terms of Service.

6. Scheduled maintenance

As a rule, we do not carry out regular scheduled maintenance that involves an interruption of the Service.

In exceptional cases, where technical interventions that may temporarily affect availability are required (e.g. security updates, infrastructure changes or system upgrades), such interventions are planned in advance and, where possible, performed outside normal business hours. We notify customers of scheduled maintenance at least 72 hours in advance, by e-mail to the Account address or by notification within the Service, including a description of the nature and expected duration of the intervention.

7. Reporting outages and consequences of failing to meet the guaranteed level

Customers report outages and disruptions of the Service to technical support (Section 8). Critical incidents — complete unavailability of the Service or inability to access data — take priority over other requests.

If monthly availability falls below the guaranteed level set out in Section 2, the customer may contact us for information about the cause and the measures taken. A serious or repeated failure to meet the guaranteed level of availability that is not remedied within a reasonable time constitutes a material breach of the agreement within the meaning of Section 12 of the Terms of Service.

8. Technical support

Technical support is available to Authorized Users with an active Subscription by e-mail at support@lexra.io. Requests may be submitted at any time, 24 hours a day, 7 days a week, all year round. Upon receipt of a request, the customer receives an automatic acknowledgement of receipt. We respond to requests as soon as possible, and at the latest within 72 hours of receipt, it being understood that the automatic acknowledgement of receipt does not constitute a response.

Requests are handled in the order received, and critical incidents — complete unavailability of the Service or inability to access data — take priority. Where an issue cannot be resolved by e-mail, support is provided, by arrangement, via a call, a video call or a remote access tool. The customer is kept informed of the status and progress of the handling of their request.

9. Changes to this document

This SLC may be changed in the manner provided for in Section 18 of the Terms of Service. No change will lower the guaranteed level of availability during a Subscription Period you have already paid for.

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