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Service Credits Policy (setup)

Looplex provides a digital experience platform for the legal tech market that includes document automation, workflow orchestration, case management, and business intelligence dashboards, among other services.

To support our customers in their digital transformation journey, we provide expert services related to document template creation, case management setup and configuration, workflow configuration, and document extraction setup, among others.

To provide our customers with flexibility in using these expert services to implement their personalized digital transformation, we have implemented a credit-based system for legal knowledge engineer expert services (“Service Credits”).

By allocating a set number of credits, customers can prioritize the expert services they need most, and by allowing additional credit purchases, customers can continue to receive expert support as needed.

Credit Allocation

Customers are allocated a set number of Service Credits based on their subscription plan. The number of credits may vary based on the size and complexity of the customer’s environment and the level of support required.

To the extent that You have been awarded Service Credits, unless the instrument (including any coupon, commercial proposal or special offer) states an earlier expiration date, credits shall expire and no longer be redeemable twelve (12) months from the date the credit was issued.

If you change, upgrade or downgrade your subscription, any subscription granted credits that have not been consumed to that date will automatically expire, as they will be substituted by the new amount of Service Credits provided for in the revised subscription plan. Additional Service Credits acquired in add-on packages will continue to be available for use in accordance to its allotted expiration period, regardless of any subscription downgrades or upgrades.

Credit Utilization

Customers can use their credits to purchase expert services, which are provided by our legal knowledge engineers. The number of credits required for each service may vary depending on the complexity of the service and the level of customization required.

For annual commitment subscriptions, all awarded Service Credits can be used at any time after their issuance and up to the expiration date. For monthly commitment subscriptions, unless the instrument or coupon indicates a different rule, Service Credits can only be used at a rate of 1/12 (one twelfth) of their total annual awarded amount.

If the credits have been allocated and consumed at a faster rate than 1/12th monthly, at the time of downgrade or cancellation, the balance of these credits will be charged for the value of the equivalent extra package of credits in which this balance would fit.

Service Prioritization

Customers can choose which expert services they want to use their credits for, based on their specific needs and priorities. This allows customers to focus on the services that are most important to them, such as document automation, business process customization or case management setup, for example.

Credit Replenishment

If a customer exhausts their allocated credits, they can purchase additional credits to continue using expert services. This allows customers to continue receiving expert support even if they have exceeded their original allocation.

Multiple Projects and Delivery Deadlines

Customers can choose to spend their credits on one or more projects throughout the period. The number of simultaneous projects will depend on their subscription and the number of credits that can be used in a given period.

However, Looplex reserves the right to attribute a higher credit burning rate for customers who want to accelerate their delivery schedules. This “fast pass” system can be compared to what is used in Disney Parks and aims to allow Looplex to meet deadlines more quickly if the customer wishes.

Service Delivery

Once the customer has chosen which expert services they want to use their credits for, our legal knowledge engineers will work with You to deliver the services. The delivery may involve remote or on-site support, depending on the service and the customer’s location.

During the service delivery process, all changes in requirements and specifications, discovery of previously unknown implementation roadblocks, and rework on delivered artifacts will be counted to either increase or reduce the amount of Service Credits for that project, as well as their deadlines and adjusted milestones.

Changes to this Policy##

Service credits are a percentage of the subscription price, and the ratio of respective credits may change if the ratio of prices between plans changes. The amount and value of awarded credits for a service may change at any time according to our Pricing Policy, and Looplex may modify this Service Credits Policy, in its sole discretion, from time to time, but in any case it will not affect credits already acquired or ongoing projects.