Service Level Agreement

1. Definitions

• "Availability" means the percentage of time in a calendar month during which the Platform is operational and accessible to authorized users, excluding scheduled maintenance and excused downtime.
• "Downtime" means a continuous period of 5 or more minutes during which the Platform is unavailable to the Customer as a whole, as measured from the time a support ticket is opened or an alert is triggered by LegalsOne's monitoring systems.
• "Monthly Uptime Percentage" means: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100.
• "Scheduled Maintenance" means planned maintenance windows announced at least 48 hours in advance.
• "Emergency Maintenance" means urgent maintenance required to address a critical security vulnerability or imminent risk, which may be performed with less notice.

2. Uptime Commitment

LegalsOne targets a Monthly Uptime Percentage of 99.5% for the core Platform (login, case management, document access, CRM) for all active paid subscriptions.

This target represents a maximum of approximately 3.65 hours of unplanned downtime per month. LegalsOne does not guarantee any specific uptime level for integrations with third-party services (Microsoft 365, Zoom, payment processors, Clio), which are governed by those providers' own service levels.

3. Measurement

Uptime is measured monthly using LegalsOne's internal infrastructure monitoring tools combined with external synthetic monitoring. Monitoring runs at minimum 1-minute intervals from multiple geographic checkpoints. Official Availability is calculated using LegalsOne's monitoring data, which constitutes the authoritative record for any credit claim. Customers may reference third-party monitoring data to support a credit claim, but LegalsOne's measurements prevail.

4. Maintenance Windows

• Scheduled Maintenance: LegalsOne's standard maintenance window is Sunday 2:00 AM – 6:00 AM Central Time. Maintenance conducted within this window does not count as Downtime for SLA purposes, provided that advance notice is given.
• Notice: At least 48 hours' advance notice will be provided for scheduled maintenance via email to the firm's administrators and/or in-platform banner. Longer notice will be given whenever possible.
• Emergency Maintenance: In the event of a critical security issue, maintenance may be performed outside the standard window with as much notice as practicable. Emergency maintenance constituting fewer than 30 consecutive minutes does not count as Downtime.
• Major Releases: Significant platform upgrades will be announced at least 7 days in advance via email and/or in-platform notice. See our Maintenance Policy for details.

5. Service Credits

If the Monthly Uptime Percentage falls below the 99.5% target in any calendar month due to unexcused Downtime, Customer is eligible to request a Service Credit according to the following schedule:

Monthly Uptime %	Service Credit
99.0% – 99.49%	10% of monthly subscription fee
95.0% – 98.99%	20% of monthly subscription fee
Below 95.0%	30% of monthly subscription fee

Service Credits are applied as a credit to the Customer's next invoice. Credits are not redeemable for cash.

6. Credit Limitations

• Maximum Service Credit in any single calendar month is capped at 30% of the monthly subscription fee attributable to the affected service.
• Service Credits are the Customer's sole and exclusive financial remedy for any failure to meet the Uptime Commitment.
• Credits are non-transferable and have no cash value.
• No credits are earned during periods of active non-payment or suspension for cause.

7. Exclusions

Downtime does not include and Service Credits are not available for unavailability resulting from:

• Force Majeure: Events beyond LegalsOne's reasonable control, including natural disasters, war, civil unrest, pandemic, or government action;
• AWS Infrastructure: Downtime caused solely by AWS platform-wide outages outside LegalsOne's designated regions and control plane (LegalsOne will use commercially reasonable efforts to mitigate such outages);
• Customer Actions: Downtime caused by Customer's misconfiguration, misuse, or violation of the Terms of Service or Acceptable Use Policy;
• Third-Party Integrations: Failures in Microsoft 365, Zoom, Clio, payment processors, or other third-party services;
• Scheduled & Emergency Maintenance: As described in Section 4;
• Network Issues Outside LegalsOne Control: Failures in Internet connectivity affecting Customer but not attributable to LegalsOne's infrastructure;
• Beta Features: Any features designated as beta, preview, or experimental are excluded from SLA coverage.

8. Claiming Service Credits

To receive a Service Credit, Customer must:

1. Submit a credit request to support@legalsone.com within 30 days of the end of the month in which the Downtime occurred;
2. Include in the request: the affected date(s) and time(s), a description of the Downtime experienced, and any ticket numbers previously opened with LegalsOne support;
3. Include any reasonable supporting documentation.

LegalsOne will review the request and respond within 15 business days. Approved credits will appear on the next monthly invoice. LegalsOne's determination of Downtime is final absent manifest error.

9. Sole Remedy

Service Credits represent Customer's sole and exclusive remedy, and LegalsOne's total obligation, with respect to any failure to meet the Uptime Commitment or any interruption in service. Customer waives all other claims arising from such failures to the maximum extent permitted by applicable law.

10. Contact

SLA questions or credit claims: support@legalsone.com