Service Level Agreement
This Service Level Agreement (the “SLA”) describes the support services provided by LangGuard to customers in connection with the purchase of Services during a Subscription Period, as defined in the SaaS Agreement between LangGuard and Customer.
1. Definitions
“Availability” – the Service and Customer Data are continually operational and available for access and use by the Customer. The Service will be Available to Customer at least 99.9% average of the days in each Reporting Month, subject to any Exclusions listed below.
“Downtime” – a time during which the Services are inoperable or inaccessible, excluding Exclusions during the measured period.
“Exclusions” – (i) Scheduled and Emergency Maintenance; (ii) Service unavailability that is attributable to: (a) causes beyond LangGuard’s reasonable control, such as a force majeure event, or the performance of any third party hosting provider or communications or internet service provider; (b) Customer’s failure to perform any obligation under the SaaS Agreement that affects the performance of the Software; (c) any actions or omissions of Customer or any third party acting on its behalf; and/or (d) Customer’s or any third party’s equipment or software; (iii) Service unavailability caused by the suspension and termination of Customer’s right to use the Services in accordance with the SaaS Agreement; and (iv) results from any alpha, beta, developer preview, development test bed environments, descriptions of similar import or not otherwise generally available LangGuard features or products.
“Issue” – circumstances that a Customer encounters that prevents the Customer from using the Services in normal operational mode.
“Reporting Day” – each calendar day during the Subscription Term specified in the Order Form.
“Reporting Month” – each calendar month during the Subscription Term specified in the Order Form.
“Business Hours” – Monday through Friday, 9:00 to 18:00 UTC-5 (ET)
2. Scheduled and Emergency Maintenance
LangGuard reserves the right to schedule platform maintenance downtime during its scheduled maintenance windows between Fridays 10:00pm ET and Saturdays 6:00am ET, or with at least twenty-four (24) hours’ email notice.
LangGuard also reserves the right to schedule immediate emergency platform maintenance with immediate email notice if deemed necessary by the LangGuard Engineering department for the health and data integrity of Customer’s account.
LangGuard will use commercially reasonable efforts to limit scheduled and emergency maintenance.
3. Technical Support
Support by LangGuard is made through its Technical Support Representatives. Customers seeking support on Issues may contact technical support through the channels listed below.
| Technical Support Availability | US Business Hours: 9:00-18:00 UTC-5 (ET), Monday-Friday All times exclude statutory holidays |
|---|---|
| Technical Support Contact Details | Technical Support Email: support@langguard.ai |
LangGuard will investigate and assess the support request and assign a priority number as detailed below, and respond according to the Response Time indicated:
| Priority | Description | Response & Resolution Times during Business Hours |
|---|---|---|
| 1 | Customer production use of LangGuard products on primary business service, major application, or mission-critical systems is stopped or so severely impacted that the customer cannot reasonably continue work. For Severity Level 1 problems, we will handle as the highest priority until the customer is given a fix or workaround. |
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| 2 | Product error or failure forcing a restart or recovery. Severely degraded performance with functionality unavailable, but the system can operate in a restricted fashion. |
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| 3 | Product features are unavailable, but a workaround exists, and the majority of software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer's work has minor loss of operational functionality |
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| 4 | Product feature requests or enhancements whose absence would not result in a material impact on Customer security or business operations. |
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All support services provided hereunder are subject to LangGuard’s receipt of all necessary information and assistance from the Customer, as LangGuard deems necessary to adequately and efficiently engage in support efforts. Such information and assistance shall include LangGuard’s receipt of a complete description of the Issue’s symptoms, operational log files, screen shots, source files, and details on network layout and architecture.
4. SLA Termination Right
In the event the Service Level Agreement is not met for two (2) consecutive months, or the SLA is not met for any three (3) months during any rolling twelve (12) month period, Customer may terminate the Agreement upon written notice to LangGuard Inc.