SMB service Level Agreement
SMB service Level Agreement
SMB service Level Agreement
SMB service Level Agreement
Last updated March 2026
1
INTRODUCTION
1
INTRODUCTION
This Service Level Agreement ("SLA") between Legora AB ("Legora", "us", or "we") and the Subscriber ("you") governs the use of Legora’s platform provided as part of the Services (the “Legora Platform”) under the provisions of the main service agreement (the “Agreement”). Any capitalized term used but not defined herein shall have the meaning set out in the Agreement.
This Service Level Agreement ("SLA") between Legora AB ("Legora", "us", or "we") and the Subscriber ("you") governs the use of Legora’s platform provided as part of the Services (the “Legora Platform”) under the provisions of the main service agreement (the “Agreement”). Any capitalized term used but not defined herein shall have the meaning set out in the Agreement.
2
DEFINITIONS
2
DEFINITIONS
“Availability” means the Legora Platform is accessible and performs according to the Agreement twenty-four (24) hours a day and seven (7) days a week.
“Availability” means the Legora Platform is accessible and performs according to the Agreement twenty-four (24) hours a day and seven (7) days a week.
"Maintenance" means scheduled downtime of the Legora Platform, including parts thereof. Legora will use best efforts to conduct Maintenance during off-peak hours and will provide to Subscriber at least 24 hours written notice in advance of any upcoming Maintenance, which shall be provided via Legora’s external status page.
"Maintenance" means scheduled downtime of the Legora Platform, including parts thereof. Legora will use best efforts to conduct Maintenance during off-peak hours and will provide to Subscriber at least 24 hours written notice in advance of any upcoming Maintenance, which shall be provided via Legora’s external status page.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the calendar month in which the Legora Platform was Unavailable. Monthly Uptime Percentage excludes situations under Clause 11.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the calendar month in which the Legora Platform was Unavailable. Monthly Uptime Percentage excludes situations under Clause 11.
“Support Services” means the support services offered by Legora in relation to the Legora Platform.
“Support Services” means the support services offered by Legora in relation to the Legora Platform.
"Unavailable" and "Unavailability" means when the Legora Platform is not running or is not reachable due to Legora’s fault and excluding situations under Clause 11.
"Unavailable" and "Unavailability" means when the Legora Platform is not running or is not reachable due to Legora’s fault and excluding situations under Clause 11.
3
SUBSCRIBER’S OBLIGATIONS
3
SUBSCRIBER’S OBLIGATIONS
3.1
Only users with licensed access to the Legora Platform, or individuals otherwise specifically designated as points-of-contact, are authorized to initiate support requests.
3.1
Only users with licensed access to the Legora Platform, or individuals otherwise specifically designated as points-of-contact, are authorized to initiate support requests.
3.2
To help Legora reproduce, diagnose, and troubleshoot an issue, we may ask for any or all of the following information:
(a) Your organization name and contact information,
(b) Your username and user email,
(c) The timestamp of when the issue occurred,
(d) The browser which you are using,
(e) The hardware used,
(f) A reasonably detailed description of the incident or request,
(g) Error messages or other notifications,
(h) A test case or instructions to replicate the issue, and
(i) Screenshots, documents and other files.
3.2
To help Legora reproduce, diagnose, and troubleshoot an issue, we may ask for any or all of the following information:
(a) Your organization name and contact information,
(b) Your username and user email,
(c) The timestamp of when the issue occurred,
(d) The browser which you are using,
(e) The hardware used,
(f) A reasonably detailed description of the incident or request,
(g) Error messages or other notifications,
(h) A test case or instructions to replicate the issue, and
(i) Screenshots, documents and other files.
3.3
You acknowledge that failure or refusal to provide us with the requested information under Clause 3.2 may result in Legora not being able to provide adequate support and/or a solution.
3.3
You acknowledge that failure or refusal to provide us with the requested information under Clause 3.2 may result in Legora not being able to provide adequate support and/or a solution.
3.4
The information we collect for the purposes of delivering the Support Services is to solely be used for providing Support Services and is governed by our Privacy Notice and/or Data Processing Agreement. Any confidential or sensitive information should be removed or replaced with asterisks by the Subscriber before sending it.
3.4
The information we collect for the purposes of delivering the Support Services is to solely be used for providing Support Services and is governed by our Privacy Notice and/or Data Processing Agreement. Any confidential or sensitive information should be removed or replaced with asterisks by the Subscriber before sending it.
3.5
It is our responsibility to treat you with respect, and we ask that you do the same when communicating with our employees. Abusive or threatening language will result in the denial of support services, with no further obligation to you.
3.5
It is our responsibility to treat you with respect, and we ask that you do the same when communicating with our employees. Abusive or threatening language will result in the denial of support services, with no further obligation to you.
4
LEGORA’S OBLIGATIONS
4
LEGORA’S OBLIGATIONS
4.1
Legora will use best efforts to make the Legora Platform available with a Monthly Uptime Percentage of at least 98.5% during any monthly cycle (the “Service Commitment”).
4.1
Legora will use best efforts to make the Legora Platform available with a Monthly Uptime Percentage of at least 98.5% during any monthly cycle (the “Service Commitment”).
4.2
As part of providing customer support, Legora shall:
(a) Troubleshoot and provide technical guidance for issues and escalations,
(b) Gather and validate information related to specific service requests,
(c) Provide issue coordination and resolution management,
d) Maintain communication with Subscriber’s administrators and designated points-of-contact to help ensure that issues are addressed on an ongoing basis
(e) Provide assistance with licensing, invoicing, and subscription inquiries,
(f) Provide assistance with purchasing and trial inquiries, and
g) Continuously gather user feedback on how to improve the Legora Platform.
4.2
As part of providing customer support, Legora shall:
(a) Troubleshoot and provide technical guidance for issues and escalations,
(b) Gather and validate information related to specific service requests,
(c) Provide issue coordination and resolution management,
d) Maintain communication with Subscriber’s administrators and designated points-of-contact to help ensure that issues are addressed on an ongoing basis
(e) Provide assistance with licensing, invoicing, and subscription inquiries,
(f) Provide assistance with purchasing and trial inquiries, and
g) Continuously gather user feedback on how to improve the Legora Platform.
5
SUPPORT AVAILABILITY AND SUPPORT REQUESTS
5
SUPPORT AVAILABILITY AND SUPPORT REQUESTS
5.1
Our Legora support team handles all technical support and is available per the following support levels:
(a) Level 3 support - Our team is available to support business hours Monday through Friday (except Swedish Bank Holidays). Business hours are defined as 08:00-18:00 CET for European subscribers, and 09:00-20:00 ET for US subscribers.
(b) Level 2 support - Our team is available to support during weekends and Swedish Bank Holidays.
(c) Level 1 support - Our team is available to support 24/7, 365 days a year.
5.1
Our Legora support team handles all technical support and is available per the following support levels:
(a) Level 3 support - Our team is available to support business hours Monday through Friday (except Swedish Bank Holidays). Business hours are defined as 08:00-18:00 CET for European subscribers, and 09:00-20:00 ET for US subscribers.
(b) Level 2 support - Our team is available to support during weekends and Swedish Bank Holidays.
(c) Level 1 support - Our team is available to support 24/7, 365 days a year.
5.2
You may initiate a support request by (i) sending us an email at support@legora.com or (ii) opening a direct chat conversation within the Legora Platform, (iii) contacting your dedicated service team and/or contact as may be set forth in your Order Form.
5.2
You may initiate a support request by (i) sending us an email at support@legora.com or (ii) opening a direct chat conversation within the Legora Platform, (iii) contacting your dedicated service team and/or contact as may be set forth in your Order Form.
6
INITIAL RESPONSE TIME
6
INITIAL RESPONSE TIME
The Subscriber shall limit the provision of Personal Data to Legora to what is necessary for the purpose of the Agreement. For example, the Subscriber shall not include Personal Data, other than technical contact information, in technical support tickets.
The Subscriber shall limit the provision of Personal Data to Legora to what is necessary for the purpose of the Agreement. For example, the Subscriber shall not include Personal Data, other than technical contact information, in technical support tickets.
Priority
Issue description
Initial response time
Commitment
Level 3
The issue causes a minor loss of service. The impact is an inconvenience that may require a workaround to restore functionality, is a minor error, incorrect behavior, or a documentation error that does not impede the operation of the service.
24hr
Legora will work together with the Subscriber to mutually prioritize and schedule a resolution into regular continuous delivery.
If no solution is available, Level 3 support technicians will escalate to Level 2.
Level 2
The issue causes an important loss of service. A major function or feature is experiencing a major inconvenience to the Subscriber.
8hr
The issue will be worked on until fixed or an appropriate workaround is applied. Updates are provided at the end of every business day.
If no solution is available, Level 2 support technicians will escalate to Level 1.
Level 1
The issue causes a complete loss of service across users. Work cannot reasonably continue as the function or feature does not allow completion of work, and platform operation is mission-critical.
2hr
The issue will be worked on with the highest priority until fixed or an appropriate workaround is applied. Updates provided every 2 hours.
7
RECOVERY TIME OBJECTIVE AND RECOVERY POINT OBJECTIVE
7
RECOVERY TIME OBJECTIVE AND RECOVERY POINT OBJECTIVE
7.1
Recovery Time Objective (RTO): The RTO shall not exceed three (3) days in which business processes and information technology shall be restored following an unplanned event or Force Majeure Event.
7.1
Recovery Time Objective (RTO): The RTO shall not exceed three (3) days in which business processes and information technology shall be restored following an unplanned event or Force Majeure Event.
7.2
Recovery Point Objective (RPO): The RPO shall not exceed twenty-four (24) hours as the maximum acceptable level of data loss following an unplanned event, such as a Force Majeure Event, or any other business or technical disruption that could cause such data loss.
7.2
Recovery Point Objective (RPO): The RPO shall not exceed twenty-four (24) hours as the maximum acceptable level of data loss following an unplanned event, such as a Force Majeure Event, or any other business or technical disruption that could cause such data loss.
8
SOLE REMEDY
8
SOLE REMEDY
The service levels, uptime commitments, and other performance standards set forth in this SLA represent good faith targets that Legora shall use commercially reasonable efforts to achieve. Failure by Legora to meet any such target shall not, in and of itself, constitute a breach of this SLA or the Agreement. The Subscriber's remedy with respect to Legora’s failure to meet the Service Commitment shall arise only to the extent that such failure constitutes a material breach of the Agreement, subject to the terms and conditions set forth therein.
The service levels, uptime commitments, and other performance standards set forth in this SLA represent good faith targets that Legora shall use commercially reasonable efforts to achieve. Failure by Legora to meet any such target shall not, in and of itself, constitute a breach of this SLA or the Agreement. The Subscriber's remedy with respect to Legora’s failure to meet the Service Commitment shall arise only to the extent that such failure constitutes a material breach of the Agreement, subject to the terms and conditions set forth therein.
9
SLA EXCLUSIONS
9
SLA EXCLUSIONS
9.1
This SLA does not apply to any Unavailability that:
(a) results from a suspension or remedial action under the Agreement,
(b) is caused by factors outside of Legora’s reasonable control, including any force majeure event, Subscriber’s internet access, or issues beyond the demarcation point of the Legora Platform,
(c) results from any actions or inactions of you or your third parties,
(d) results from Maintenance, or
(e) results from Subscriber’s own custom HTML modification or integration with web content.
9.1
This SLA does not apply to any Unavailability that:
(a) results from a suspension or remedial action under the Agreement,
(b) is caused by factors outside of Legora’s reasonable control, including any force majeure event, Subscriber’s internet access, or issues beyond the demarcation point of the Legora Platform,
(c) results from any actions or inactions of you or your third parties,
(d) results from Maintenance, or
(e) results from Subscriber’s own custom HTML modification or integration with web content.
9.2
Legora does not provide support for hardware and systems that do not meet our technical specifications. While we are happy to make our best attempts to help, we are not responsible for issues outside of our control such as user error, problems we are unable to reproduce, and third-party hardware/software that is not part of the Services or Legora Platform.
9.2
Legora does not provide support for hardware and systems that do not meet our technical specifications. While we are happy to make our best attempts to help, we are not responsible for issues outside of our control such as user error, problems we are unable to reproduce, and third-party hardware/software that is not part of the Services or Legora Platform.
