Looplex Platform SLA
This Service Level Agreement (SLA) for Looplex online services is part of our clients’ licensing agreement, as specified in our Terms of Use.
System Access (Client)
We guarantee that all System applications accessing and executing our subscription-based services will be available 99.5% of the time.
No SLA is provided for free or shared licensing tiers of Looplex Academy.
API Management
We guarantee that the API management service will respond to requests to execute operations at least 99.5% of the time.
No SLA is provided for (a) the developer tier of the API management service or (b) any self-hosted (on-premises) components of API management.
Service Desk SLA
We provide user support (a) through 24/7 access to our knowledge base (self-service); and/or (b) via phone, email, and chat from Monday to Friday, 9:00 AM to 6:00 PM, excluding national or local holidays in São Paulo, SP, when the organization’s subscription plan includes Help Desk services.
A representative from our support team will determine the severity level based on the description provided by the customer contact and/or captured by our system telemetry. Response times for tickets will depend on the reported severity level.
Remediation SLA
The mitigation, remediation, and resolution of tickets related to security, infrastructure, and performance will prioritize factors such as severity, scope, and impact. The SLA for these items is as follows:
Limitations
The SLA does not apply to performance or availability issues caused by:
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Factors beyond our reasonable control, such as natural disasters, war, acts of terrorism, riots, government actions, or a failure of external networks or devices outside our datacenters, including your site or between your site and our datacenter.
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Use of services, hardware, or software not provided by us, including but not limited to issues caused by inadequate bandwidth or third-party software or services.
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Services in preview, pre-release, beta, or trial versions (as determined by us) or purchases made solely with Looplex subscription credits.
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Failures in the Microsoft, AWS, or Google datacenters, or other online services or APIs outside Looplex’s control when your network connectivity explicitly depends on these locations in a non-resilient manner.
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Unauthorized actions or omissions, or those required by your employees, representatives, contractors, or suppliers, or from anyone accessing our network via your passwords or equipment, or from failing to follow proper security practices.
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Non-compliance with required configurations, use of unsupported platforms, failure to adhere to our Usage Policy, use of the System inconsistently with its features and functionality (e.g., attempts to execute unsupported operations), or inconsistently with our published guidance.
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Failures due to incorrect input, instructions, or arguments (e.g., requests to access non-existent files).
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Attempts to perform operations that exceed prescribed quotas or result from our control of suspected abusive behavior.
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The monthly maintenance window resulting in downtime for server and infrastructure updates is excluded from uptime calculations.
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Continued use of a Service after we have requested modification of your use, without implementing the recommended changes.
Usage Credits
If we fail to meet and maintain the service levels for each service as described in this SLA, you may qualify for a proportional credit against the monthly service charges, as outlined in our Terms of Use.