LeoShape Service Level Agreement (SLA)
1. Parties
Service Provider: Refers to either Leopoly Ltd., a Hungarian corporation with its registered office at 6000 Kecskemét,
Homokszem u. 3., registration number: 03-09-132201, for customers located outside the United States, or Leopoly
Next Inc., located at 3 E 3RD AVE San Mateo Clocktower, CA 94401, registration number: 5366000, for customers
located within the United States. Collectively referred to as “Service Provider.”
and
Subscriber: The entity identified as the Subscriber in the Order Confirmation accompanying this agreement.
(Service Provider and Subscriber hereinafter collectively referred to as: the Parties). This SLA is governed by the
LeoShape Terms of Service.
2. Scope of Services
Service Provider agrees to provide maintenance, support, and operational services for the Service under the terms
outlined in this SLA.
3. Service Warranty
Service Provider warrants that the service will operate in accordance with its specifications and maintain an availability
of at least 95%, excluding scheduled maintenance periods communicated in advance.
3.1. SLA Elements
- Uptime and Availability Guarantee: The Service will have an uptime of at least 95%, excluding scheduled
maintenance periods announced in advance. This availability is measured monthly. - Response Times and Reaction Times: The response times for critical and non-critical issues will be as specified
in the Order Confirmation between the Parties. - Performance Metrics: The performance of the Service will be measured based on metrics such as response
time, transaction speed, and availability. - Data Security and Compliance: The Service Provider guarantees that data will be stored, processed, and
protected securely against breaches, in compliance with applicable laws and regulations.
3.2. Limitations
The Service Provider is not responsible for service disruptions due to the following:
- Scheduled Maintenance: The availability guarantee does not apply to scheduled maintenance periods
announced in advance. - External Circumstances: The Service Provider is not responsible for outages or performance degradation
caused by circumstances beyond its control, such as natural disasters or power outages. - Customer Error: The Service Provider is not responsible for issues arising from the Customer’s fault, such as
incorrect configuration or misuse of the Service.
4. Maintenance and Support
4.1. Support to Subscriber
The Service Provider will provide reasonable technical assistance and training to Subscriber personnel to use and
support the Service.
4.1.1. Contact Information
- Website: www.leopoly.com
- Email: moc.y1774759594lopoe1774759594l@tro1774759594ppus1774759594
4.2. Maintenance and Support Services
Service Provider will provide the following Maintenance and Support with respect to the Service:
4.2.1. Issue Resolution
Service Provider will take appropriate corrective action on any issue report it receives in accordance with the schedule
below and provide Subscriber with the necessary data or software to allow Subscriber to use the solution.
4.2.2. Severity Levels
An issue’s Severity Level will be determined by Subscriber using the following table only as a guideline:
Severity Level | Description |
Severity 1 (S1) | ● System or program execution halt (crash) ● Data loss or data integrity issue ● A major feature or function does not work, no workaround available |
Severity 2 (S2) | ● Prevents or degrades a less important feature or function ● Feature or function produces an unexpected result |
Severity 3 (S3) | ● Minor non-conformance to requirements ● Easily-circumvented issue ● Cosmetic flaw |
Severity 4 (S4) | ● Enhancement requests ● Non-workmanship issues ● Request for something new |
Any issue classified as Severity 4 represents new or modified Service behaviors that may be outside the scope of the current Service.
4.2.3. Priority Levels
Standard SLA
An issue’s severity, likelihood of occurrence, customer impact, and other factors will contribute to how Subscriber assigns a Priority Level to an issue (P1 being the most critical to fix). All P1 and P2 issues are expected to be fixed by the Service Provider.
Service Provider will make every reasonable attempt to maintain the following response and resolution criteria.
Issue Level |
Response Time |
Target Resolution Time |
Critical (P1) | 3 business day | 15 business days |
High (P2) | 5 business days | 30 business days |
Medium (P3) | 10 business days | Next software release |
Low (P4) | 15 business days | As per development priorities |
Premium Support Option:
Subscribers may choose an enhanced support package at an additional cost, which includes:
- Priority Response for General Inquiries
- Priority Response for Issue Reports
- Accelerated Resolution Time
This premium option can be requested via the Order Confirmation under the terms and pricing specified therein.
4.2.4. Resolution time
Resolution Time is defined as the time required to provide one of the following:
- A Service fix or workaround that resolves the Subscriber’s issue, where the issue is proven to be caused by the Service Provider’s Service.
- A reasonable explanation and evidence demonstrating that the issue is not caused by the Service Provider’s Service.
- A request for additional information necessary for the Service Provider’s technical support group to resolve the issue, or escalation of the issue to the Service Provider’s quality assurance or engineering groups for investigation and resolution.
For issues assigned Issue Priority 3 (P3), the Service Provider’s technical support group will be responsible for monitoring the timeliness of the QA/Engineering response, as well as keeping the Subscriber technical contact updated as to the status of the issue.
4.3. Service Provider Technical Support Responsibilities
The Service Provider’s technical support will:
- Acknowledge receipt of an issue report from the Subscriber within the response timeframes outlined above.
- Provide the Subscriber with any Service fixes and Documentation developed by the Service Provider as a resolution to the issue.
- Provide information and consulting assistance regarding the operation of the products, where such information is not clearly described in the associated Documentation, to enable the Subscriber’s technical support personnel to perform their duties.
- Inform the Subscriber of any changes or updates to the Service or Documentation
- Inform the Subscriber of product issues communicated to the Service Provider from sources other than the Subscriber, unless such disclosure violates a confidentiality agreement with the other source.
5. Agreement Review and Termination
This SLA is effective for the term specified in the Order Confirmation and is subject to the terms and conditions outlined in the Terms of Service, except as otherwise provided herein.
Premium Support Option: If the Subscriber has purchased a premium support option as specified in the Order Confirmation, any review, amendment, or termination of this SLA will require the mutual written agreement of both Parties. Any changes to the terms governing premium support must also be explicitly agreed upon by both Parties.
Standard Support: In all other cases, where a premium support option has not been purchased, the Service Provider will conduct an annual review of this SLA. The Service Provider reserves the right to amend the SLA at its sole discretion, provided that such amendments are consistent with industry standards and the Terms of Service. Subscribers will be notified of any changes in advance.
Termination Conditions:
This SLA cannot be terminated independently; it shall terminate automatically upon the termination of the associated service agreement.
In cases where a premium support option is active, termination must follow the terms outlined in the Order Confirmation and requires mutual written agreement between the Parties.
For standard support, termination shall follow the procedures specified in the Terms of Service.
In the event of a conflict between this SLA and either the Terms of Service or Order Confirmation:
– For premium support, the terms specified in the Order Confirmation shall prevail.
– For standard support, the Terms of Service shall govern.
This Service Level Agreement (SLA) is an integral part of the Terms of Service and is incorporated by reference into any Order Confirmation executed between the Service Provider and a Subscriber. The Subscriber’s agreement to the Terms of Service and execution of an Order Confirmation constitutes acceptance of this SLA.