Annex B to Master Service Agreement
SERVICE LEVEL SCHEDULE
This Service Level Schedule (the “SLA”) forms an integral part of and is incorporated by reference into Lokalise Master Service Agreement or other superseding written agreement by and between Customer and Lokalise Inc. (in either case referred to as the "Agreement") and is subject to the provisions therein,
1. AVAILABILITY
2.
2.1. The Translation Management Platform shall be available 99.50% of the time. Supplier will continuously monitor capacity and performance levels for its service environments to procure that the Translation Services are available to Customer. Monitoring reports will be available at the Website: https://status.lokalise.com/
3. SUPPORT
3.1. Lokalise Inc. shall respond to all requests within reasonable time send by Customer (“Support Request”);
3.2. The severity level will be assigned by Customer in the Support Request. This may be changed in consultation with the Lokalise Inc. during the process of resolving the Incident.
3.3. Reporting of Support Requests
3.4. Customer will communicate Support Requests through the channels provided by Lokalise Inc., this is: dedicated email support@lokalise.com, in-app chat.
3.5. If Support Requests are received outside the Support Hours (Weekdays 12am – 11:59pm EST) , the Support Request log time will be the beginning of the next Support Hours.
3.6. Customer shall provide reasonable assistance to diagnose and reproduce an error, unknown to Lokalise Inc., provided that this assistance does not have any negative impact on the operational system.
Analysis in case of failure to meet Severity 1 or 2 service levels
3.7. NotwithstandingCustomer’s other rights, if Lokalise Inc. fails to meet a Severity 1 or 2 service level, then Lokalise Inc. shall:
a. ProvideCustomer with a report detailing the root-cause of such failure; and
b. Provide toCustomer an action plan setting out the steps proposed to be taken by Lokalise Inc. to remedy such root cause and prevent recurrence of such failure; and
c. Execute such remedial plan at no additional charge to Customer.
3.8. Termination Right. In the event that the Actual Uptime falls below (a) 99,50% for 3 calendar months in any twelve (12) month period, the Customer shall notify Lokalise in writing within fifteen (15) days of becoming aware of the third-month breach (the “SLA Breach Notice”). Upon receipt of the SLA Breach Notice, Lokalise shall have sixty (60) days (the “Cure Period”) to restore Actual Uptime to at least 98% measured over a consecutive thirty (30) day period.If Lokalise fails to meet the uptime threshold within the Cure Period, the Customer may either:
1. Receive service credits to be applied against future invoices; or
2. If and only if service credits have been applied for three (3) or more separate SLA Breach Notices in any rolling twelve (12) month period, terminate the affected Customer Order with thirty (30) days’ prior written notice to Lokalise.
Such termination shall be the Customer’s sole and exclusive remedy for any failure by Lokalise to meet its uptime obligations under this SLA. No other form of refund, damages, or liability shall apply.
Uptime Calculation and Exclusions
3.9. Actual Uptime shall be calculated based on the total number of minutes in a given calendar month during which the core functionalities of the Services are available, as measured by Lokalise’s internal monitoring systems. Downtime shall exclude Scheduled Maintenance (with at least seventy-two (72) hours’ prior notice), Customer-caused outages, or any force majeure events.