Service Level Agreement ("SLA")

This BriefCatch Service Level Agreement (“SLA”) constitutes an integral part of the Master Services Agreement (“Agreement”) between LawCatch, Inc., dba BriefCatch (“Company” or “we”) and Customer. The provisions of this SLA describe the service level commitments of Company and are in effect for the term of the Agreement between Customer and Company. Any terms not defined in this SLA are as defined in the Agreement.

1. Service Commitment

Company will provide online access to its software applications and related services (“Services”) to Customer in accordance with the terms of this SLA and the Agreement.

2. Service Availability

The Services will be available 99% of the time, measured in terms of minutes per month, excluding U.S. public holidays, weekends and scheduled maintenance (“Services Availability”). Downtime occurring due to maintenance requested by Customer outside of the scheduled maintenance times will not be included in the calculation of Services Availability.

3. Scheduled Maintenance

To ensure optimal performance of the Services, Company will perform maintenance on the Services from time to time. Company will make reasonable efforts to perform scheduled maintenance during non-business hours and will provide two days’ notice of maintenance when possible.

4. Support

Company will offer technical support for the Services. Customers can submit a support ticket 24/7 via our support hub at: 

  • Support tickets will be answered between 9:00 am to 5:00 pm Eastern Time on weekdays.
  • Company will respond to support tickets related to bugs or installation issues within one business day.

5. Service Credits

In the event that Company does not meet the Services Availability commitment, Customer will be eligible for a credit toward a portion of the service fees for that month, provided that Customer reports the outage promptly. The credits will be calculated as follows:

  • 99% uptime: No credit
  • 98% – 98.9% uptime: 5% credit
  • 97% – 97.9% uptime: 10% credit
  • Below 97% uptime: 15% credit

To receive service credits, Customer must submit a request for support via Company’s support hub within 24 hours of experiencing the downtime.

Company will evaluate claims for service credits promptly and will apply any approved credits to the Customer’s account within one billing cycle. Service credits are not refundable and can only be used towards future billing cycles.

6. Exclusions

Company’s Service Availability commitment does not apply to any performance issues:

  • Caused by factors outside of Company’s reasonable control;
  • That resulted from any actions or inactions of the Customer or third parties;
  • That resulted from the Customer’s equipment and/or third-party equipment, including other software tools, not within the primary control of Company.

7. Customer Cooperation

Company must be able to reproduce errors in the Services in order to resolve them. Customer agrees to cooperate and work closely with Company to reproduce errors, including conducting diagnostic or troubleshooting activities, as requested and appropriate.

8. Modifications to the SLA

Company may modify the terms of this SLA from time to time. Any changes will be binding and effective 24 hours after the revised document is posted on Company’s website or upon notification to Customer.

8. Disaster Recovery and Business Continuity

Company is committed to maintaining robust disaster recovery and business continuity measures. Given that Company does not collect, retain, or store Customer work product, we have established both a Recovery Time Objective (RTO) and a Recovery Point Objective (RPO) at 24 hours. This timeframe is deemed reasonable and sufficient to restore the functionality of the Services after a system outage or significant disruption, reflecting the reduced complexity of our data recovery processes.

How to Contact Us

If you have any questions, please do not hesitate to contact us.

LawCatch, Inc.
1201 Wilson Blvd.
Floor 27
Arlington, VA 22209
United States