SLA

Leah will use commercially reasonable efforts to maximize the availability of Leah Web & Analytics, and provide performance standards as detailed below. We will provide at least 90 days' advance notice for adverse changes to this SLA.

If we do not achieve and maintain the Monthly Uptime Percentages set forth in the table below, then you may be eligible for a Service Credit.

Definitions

As used herein, "month" refers to a calendar month.

"Applicable Monthly Service Fees" means the total fees paid by you for a given Leah Web & Analytics during the month in which Downtime occurred.

"Downtime" is calculated per Leah Web & Analytics deployments on a monthly basis and is the total number of minutes during the month that the entire Leah Web & Analytics deployments was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the Leah Web & Analytics deployments within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.

Customer Obligations

To be eligible for a Service Credit:

• You must log a support ticket with Leah within 24 hours of first becoming aware of an event that impacts service availability.
• You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
• You must include all information necessary for Leah to validate your claim, including: (i) a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Downtime at the time of occurrence.
• You must reasonably assist Leah in investigating the cause of the Downtime and processing your claim.
• You must comply with your applicable Leah Web & Analytics service agreement, applicable Leah Web & Analytics documentation and any advice from our support team.

We will process claims within 45 days of receipt. If we determine that you have satisfied the customer obligations above and that none of the below limitations apply to your claim, we will grant you a Service Credit.

Limitations

Downtime does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:

• Factors outside of our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, or a network or device failure at your site or between your site and Leah Web & Analytics;
• Services, hardware, or software provided by a third party, such as cloud platform services on which Leah Web & Analytics runs;
• Use of your password or equipment to access our network
• Your or any third party’s (a) improper use, scaling or configuration of Leah Web & Analytics, or (b) failure to follow appropriate security practices; or
• Leah’s Beta Offerings.