This Service Level Agreement (“SLA”) forms part of the Customer Terms and Conditions between Lahzo and Customer (the “Customer Terms”). Capitalized terms used but not defined in this SLA have the meanings set forth in the Customer Terms. This SLA applies during the applicable Order Term to the Products identified on an applicable Ordering Document that are hosted by or on behalf of Lahzo (the “Covered Products”). Except as expressly provided in Section 6, this SLA does not apply to Advertising Services or any Campaign.
1. Definitions
1.1 “Available” means not subject to Downtime.
1.2 “Business Hours” means 9:00 a.m. to 6:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays. “Business Day” means any day containing Business Hours.
1.3 “Downtime” means a period during which the core functionality of a Covered Product is unavailable to End Users in Customer’s production environment as a result of a failure of systems within Lahzo’s reasonable control. Downtime does not include any period of unavailability described in Section 2.3 (Exclusions) of this SLA.
1.4 “Monthly Uptime Percentage” means, for a Covered Product and a calendar month, (a) the total number of minutes in such month minus the minutes of Downtime in such month, divided by (b) the total number of minutes in such month, expressed as a percentage.
1.5 “Scheduled Maintenance” means maintenance of the Covered Products or Lahzo’s systems for which Lahzo provides at least forty-eight (48) hours’ advance notice via email, the Product dashboard, or other reasonable means. Lahzo will use commercially reasonable efforts to schedule Scheduled Maintenance outside of peak usage hours.
2. Uptime Commitment
2.1 Commitment. Lahzo will make each Covered Product Available at least 99.9% of the time during each calendar month (the “Uptime Commitment”).
2.2 Measurement. Availability and Downtime shall be measured by Lahzo’s monitoring systems on a per-Covered-Product, per-calendar-month basis. Lahzo’s monitoring records shall be the basis for all Downtime and Monthly Uptime Percentage determinations, absent clear error. A summary of applicable uptime records for a given calendar month shall be provided to Customer on request.
2.3 Exclusions. Downtime does not include, and Lahzo shall have no liability under this SLA for, any unavailability, degradation, or nonperformance caused in whole or in part by: (a) Scheduled Maintenance or emergency maintenance reasonably necessary to preserve the security, stability, or integrity of the Products; (b) acts or omissions of Customer or any End User, or Customer’s Sites, equipment, software, network connections, content, data, or configurations; (c) suspension or termination as permitted under the Agreement; (d) Force Majeure Events; (e) third-party equipment, software, services, or infrastructure not within Lahzo’s reasonable control, including cloud hosting providers, third-party AI model or inference providers, telecommunications and internet service providers, and Advertising Vendors; (f) Customer’s use of the Products other than in accordance with the Agreement and the Documentation; or (g) general internet, network, or DNS failures outside of Lahzo’s network.
3. Service Credits
3.1 Credits. If the Monthly Uptime Percentage for a Covered Product falls below the Uptime Commitment in a calendar month, Customer will be eligible, upon request in accordance with Section 3.2 of this SLA, for a credit (a “Service Credit”). Service Credits shall be calculated as the applicable percentage set forth below of the monthly Product Fees for the affected Covered Product for such month:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below 99.9% but at least 99.0% | 5% |
| Below 99.0% but at least 98.0% | 10% |
| Below 98.0% | 25% |
For purposes of calculating Service Credits, if the applicable Order Form states a separate Product Fee for the applicable Covered Product, that fee controls. If a single fee covers multiple Products (whether or not Covered Products), Lahzo will reasonably allocate the fee among the Products based on their relative standalone pricing.
3.2 Credit Requests. To receive a Service Credit, Customer must submit a written request to Lahzo at support@lahzo.com within thirty (30) days after the end of the calendar month in which the claimed Downtime occurred, including the dates and times of the claimed Downtime and reasonable supporting documentation. If Lahzo confirms that a Service Credit is due, Lahzo shall apply the Service Credit against a future invoice.
3.3 Limitations. Service Credits (a) have no cash value and are not refundable or payable in cash; (b) may not be transferred or applied to any other account or agreement; (c) shall not exceed, in the aggregate for any calendar month, twenty-five percent (25%) of the monthly Product Fees allocable to the affected Covered Product; and (d) shall not accrue for any period in which Customer is in material breach of the Agreement, including nonpayment of undisputed Fees past due. As provided in the Customer Terms, Service Credits, together with the termination right set forth in Section 5 of this SLA, are Customer’s sole and exclusive remedy, and Lahzo’s sole and exclusive liability, for Downtime or any failure to meet the Uptime Commitment.
4. Support and Response Times
4.1 Support Channels. Lahzo will provide support for the Covered Products by email at support@lahzo.com, or such other support channels as Lahzo may designate.
4.2 Severity Levels; Response Targets. Lahzo will use commercially reasonable efforts to provide an initial response to each properly submitted support request within the applicable Response Target set forth below, measured from Lahzo’s receipt of the request through a designated support channel. Severity levels shall be assigned by Lahzo, acting reasonably and in consultation with Customer:
| Severity | Description | Response Target | Coverage |
|---|---|---|---|
| Severity 0 (Emergency) | The Covered Product is non-operational or materially non-functional for a majority of End Users in Customer’s production environment, materially disrupting Customer’s business operations, and no reasonable workaround is available. | One (1) Hour | 24/7/365 |
| Severity 1 (Material Regression) | Previously available material functionality of the Covered Product is unavailable or materially impaired in Customer’s production environment, resulting in significant business impact, but the Covered Product remains operational, or a reasonable workaround is available. | Four (4) Business Hours | Business Hours |
| Severity 2 (Limited Defect) | A reproducible issue materially affects particular functionality or a limited number of End Users in Customer’s production environment but does not materially impair the Covered Product as a whole and a reasonable workaround is available. | One (1) Business Day | Business Hours |
| Severity 3 (Improvement) | A request for an improvement, optimization, usability change, configuration assistance, or other modification where the Covered Product remains materially operational and substantially conforms to the applicable Documentation. | Two (2) Business Days | Business Hours |
| Severity 4 (General) | A request for new functionality, features, integrations, or capabilities not included in the Covered Product or applicable Documentation. | Two (2) Business Days | Business Hours |
4.3 Resolution Efforts. For Severity 0 issues, Lahzo will use continuous commercially reasonable efforts during the applicable coverage period to restore the affected Covered Product to operation or to provide a workaround. For Severity 1, Lahzo will use diligent efforts during Business Hours to remedy the issue or provide a workaround. Severity 2 issues will be addressed in the ordinary course of business. Severity 3 and Severity 4 requests may be considered as part of Lahzo’s product roadmap, but Lahzo has no obligation to develop or implement any requested improvement, feature, integration, or capability. The targets in this SLA are targets for initial response, and Lahzo does not guarantee resolution of any issue within any particular period of time.
4.4 Scope of Support. Support under this SLA does not include: (a) support for anything other than the Covered Products, including Customer’s Sites, equipment, software, or third-party products or services; (b) development, customization, implementation, training, or other professional services, which may be provided under a separate Ordering Document; (c) review, correction, or moderation of the substance of individual Product outputs, which are addressed in the Customer Terms; (d) issues arising from Customer’s misuse of, or unauthorized modifications to, the Products; or (e) billing inquiries, which are not subject to the response targets above.
4.5 Customer Responsibilities. Customer shall (a) report issues through the designated support channels with a reasonably detailed description of the issue, its business impact, and steps to reproduce it; (b) provide reasonable cooperation, information, and access requested by Lahzo to diagnose and resolve the issue; (c) serve as the first point of contact for its End Users; and (d) promptly implement updates, upgrades, and corrections made available by Lahzo. Lahzo’s obligations under this SLA are conditioned on Customer’s performance of the foregoing.
5. Chronic Failure
5.1 If the Monthly Uptime Percentage for a Covered Product is below ninety-seven percent (97.0%) in each of three (3) consecutive calendar months, Customer may terminate the applicable Ordering Document with respect to the affected Covered Product upon thirty (30) days’ written notice to Lahzo, provided that such notice is given within thirty (30) days after the end of the third (3rd) such month. Upon such termination, Lahzo shall refund any prepaid, unused Product Fees allocable to the terminated Covered Product for the remainder of the applicable Order Term. This termination right, together with Service Credits, is Customer’s sole and exclusive remedy for chronic or repeated failures to meet the Uptime Commitment.
6. Advertising Services
6.1 Uptime. The Uptime Commitment and Service Credits do not apply to Advertising Services or any Campaign. Customer acknowledges that Advertising Services depend on Advertising Vendors, exchanges, and other third-party platforms and services outside Lahzo’s control, and Lahzo makes no availability, delivery, or performance commitment for Advertising Services under this SLA.
6.2 Support. Support requests relating to Advertising Services will be handled during Business Hours. Lahzo will use commercially reasonable efforts to provide an initial response within one (1) Business Day for material operational issues affecting an active Campaign and within two (2) Business Days for all other requests. Campaign measurement, reporting, and reporting discrepancies are governed by the Customer Terms and the applicable Advertising Order Form.
7. General
7.1 This SLA does not expand Lahzo’s obligations or liability under the Customer Terms, and all Service Credits and other remedies under this SLA are subject to the Limitation of Liability section of the Customer Terms. In the event of any conflict between this SLA and the Customer Terms or an Ordering Document, the order of precedence set forth in the Customer Terms shall control. This SLA may be amended only in accordance with the Customer Terms.
Last Revision: September 21, 2026