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.
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.
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.
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.
Company will offer technical support for the Services. Customers can submit a support ticket 24/7 via our support hub at: https://support.briefcatch.com/home/kb-tickets/new
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:
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.
Company’s Service Availability commitment does not apply to any performance issues:
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.
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.
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.
If you have any questions, please do not hesitate to contact us.
LawCatch, Inc.
1201 Wilson Blvd.
Floor 27
Arlington, VA 22209
United States
help@briefcatch.com
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