Service Level Agreement (SLA)
Effective Date: 15th of December 2025.
This Service Level Agreement ("SLA") outlines the performance standards Lleverage ("we", "us", "our") commits to providing for the Services rendered under our agreement with you ("Customer"). This SLA forms part of the Terms of Service or other written agreements governing your use of the Services.
Applicability: This SLA applies to Customers with active paid subscriptions under an Order Confirmation. Users accessing the Test Environment are not covered by this SLA and receive no uptime, support response time, or service credit commitments.
1. Definitions
"Business Day" means Monday through Friday, excluding public holidays in the Netherlands.
"Change Request" means any request to modify, add, or remove functionality from the agreed scope after Feature Freeze has been established.
"Downtime" refers to the total accumulated minutes during which the Service is unavailable or severely degraded, excluding Planned Maintenance and Exclusions (as defined below).
"Exclusions" refers to any unavailability caused by factors outside Lleverage's reasonable control, including but not limited to, force majeure events, acts of war or terrorism, civil unrest, or disruptions in third-party services.
"Feature Freeze" means the point in a Managed Implementation engagement at which the project scope is locked and further changes require a Change Request.
"Managed Implementation" means professional services provided by Lleverage to design, build, and deploy custom workflows and automation solutions for Customer.
"Planned Maintenance" means maintenance activities that are scheduled in advance and communicated to the Customer at least 48 hours prior to the start time.
"Service" means the Lleverage platform, APIs, AI development tools, and any other services provided by Lleverage.
"Support Tier" means the level of support services selected by Customer as part of a Managed Implementation engagement (Premium, Platinum, Diamond, or Custom).
2. Technical Service Availability
Lleverage will use commercially reasonable efforts to ensure that the Service is available 99.8% of the time during any given monthly billing cycle ("Service Commitment").
2.1 Calculation of Service Availability
Service Availability is calculated as follows:
2.2 Exclusions from Downtime
The following events are excluded from Downtime calculations:
Planned Maintenance.
Emergency maintenance required to protect the security or performance of the Service.
Downtime caused by Customer’s or third-party software, hardware, or services not under the direct control of Lleverage.
Downtime resulting from Customer's breach of the Agreement, including but not limited to failure to comply with the Acceptable Use Policy.
3. Managed Implementation Support Tiers
For Customers who have engaged Lleverage for Managed Implementation services, the following support tiers are available. The applicable tier shall be specified in the Order Form governing the engagement.
3.1 Support Tier Definitions
Tier
Price Premium
Triage Response
Critical Fix
Non-Critical Fix
Premium
0%
12 hours
24 hours
7 Business Days
Platinum
10%
4 hours
12 hours
5 Business Days
Diamond
25%
1 hour
4 hours
1 Business Day
Custom
Custom
Custom
Custom
Custom
3.2 Tier Descriptions
(a) Premium Tier: Standard support included with all Managed Implementation engagements at no additional cost. Provides reliable response times suitable for most business operations.
(b) Platinum Tier: Enhanced support with expedited response times for organisations requiring faster issue resolution. Subject to a 10% premium on the base engagement fee.
(c) Diamond Tier: Priority support with the fastest response times for mission-critical deployments. Subject to a 25% premium on the base engagement fee.
(d) Custom Tier: Bespoke support arrangements negotiated on a case-by-case basis for Customers with specific requirements. Terms shall be documented in the applicable Order Form.
3.3 Response Time Definitions
(a) "Triage Response" means the initial acknowledgment and assessment of an issue by the Lleverage support team.
(b) "Critical Fix" means resolution or workaround for issues that render the deployed solution completely non-functional or cause material business impact.
(c) "Non-Critical Fix" means resolution for issues that cause partial functionality loss or degraded performance but do not prevent core business operations.
3.4 Applicability
The support tiers set forth in this Section 3 apply exclusively to Managed Implementation engagements and operate in addition to, not in replacement of, the general Support Services outlined in Section 4.
4. Support Services
Support Channels: Lleverage provides Customer support through the following channels:
Email Support: Available 24/7 via [email protected].
In-Platform Support: Direct support requests through the Lleverage platform interface.
Response Times: Lleverage commits to the following initial response times based on the severity of the issue:
Critical Issues (Service is down or severely impacted): Response within 2 hours.
High Issues (Major functionality impacted): Response within 8 hours.
Medium Issues (Minor functionality impacted): Response within 2 business days.
Low Issues (General questions or requests): Response within 5 business days.
5. Infrastructure services
All infrastructure services provided by Lleverage, including but not limited to vector databases, retrieval-augmented generation (RAG) pipelines, and other supporting infrastructure, are covered under the service level commitments outlined in this SLA.
6. AI model services
The availability of AI model services depends on our third-party model providers. While Lleverage implements fallback mechanisms (such as Vercel AI Gateway) to maintain high availability, the base service levels are determined by our providers:
Anthropic: https://www.anthropic.com/legal/aup
Mistral: https://mistral.ai/terms/
Model Performance Model performance metrics, including accuracy, response time, and quality, are inherent to the specific models used and may vary. For managed service engagements where specific performance requirements are requested, separate agreements can be established that define:
Performance metrics and thresholds
Monitoring and reporting methods
Model retraining and update procedures
Quality assurance processes
These performance agreements will be customized based on the specific use case, data, and requirements.
7. Recovery Objectives
Lleverage commits to the following recovery objectives in the event of a service disruption:
Recovery Point Objective (RPO): Maximum potential data loss in case of an incident shall not exceed 1 hour. This means any data created up to 1 hour before an incident may be lost.
Recovery Time Objective (RTO): Maximum time to restore service after a disruption shall not exceed 2 hours.
8. Service Credits
Eligibility for Service Credits: If Service Availability falls below 99.5% in any given month, Customer may be eligible to receive a Service Credit. Service Credits are calculated as a percentage of the monthly fees paid by the Customer for the affected Service, as follows:
< 99.5% and ≥ 99.0%: 10% Service Credit
< 99.0% and ≥ 95.0%: 25% Service Credit
< 95.0%: 50% Service Credit
Requesting Service Credits: To receive a Service Credit, the Customer must submit a written request to Lleverage within thirty (30) days following the end of the month in which the Service Availability fell below the committed threshold. The request must include the dates and times of the Downtime, and a detailed description of the events.
Limitations on Service Credits:
Service Credits are the sole and exclusive remedy for any failure by Lleverage to meet the Service Commitment.
The maximum Service Credit that can be issued for any given month shall not exceed 50% of the monthly fee for the affected Service.
Service Credits may not be exchanged for or converted to monetary amounts and will be applied to future invoices.
9. Maintenance and Planned Outages
Scheduled Maintenance: Scheduled Maintenance will occur during designated windows, typically outside of peak usage hours. Lleverage will provide at least 48 hours' notice before commencing Scheduled Maintenance.
Emergency Maintenance: Lleverage reserves the right to perform emergency maintenance at any time to ensure the security and performance of the Service. Emergency maintenance may occur without prior notice, although Lleverage will make reasonable efforts to provide advance notice if possible.
10. Feature Freeze
This Section 10 applies exclusively to Managed Implementation engagements.
10.1 Purpose
Feature Freeze establishes a defined point at which the scope of a Managed Implementation project is locked. This mechanism ensures project completion within agreed timelines and budgets, while providing a structured process for accommodating necessary changes.
10.2 Establishment of Feature Freeze
(a) Feature Freeze shall be established at a mutually agreed milestone, typically at some point during the development phase of the project.
(b) Prior to Feature Freeze, Lleverage shall present a comprehensive scope definition documenting all functionality to be delivered.
(c) Customer shall review the proposed scope and confirm acceptance in writing before Feature Freeze takes effect.
(d) Once Feature Freeze is established, the scope definition shall constitute the binding deliverables for the engagement.
10.3 Change Requests After Feature Freeze
(a) Any modification, addition, or removal of functionality from the locked scope after Feature Freeze shall constitute a Change Request.
(b) Change Requests shall be billed at a rate of €120.00 (one hundred twenty euros) per hour, unless otherwise agreed in writing.
(c) Lleverage shall provide Customer with a written estimate of hours required for any Change Request prior to commencement of work.
(d) Customer must approve the Change Request estimate in writing before work begins.
10.4 Exclusions from Change Requests
The following shall not constitute Change Requests:
(a) Bug fixes for functionality within the locked scope that does not perform as documented;
(b) Minor refinements that do not materially alter functionality or require significant additional development effort;
(c) Requirements that were genuinely undiscoverable during the discovery phase and are critical to the core functionality, as determined by Lleverage in good faith.
10.5 Subsequent Project Phases
Functionality not included in the locked scope may be addressed in subsequent project phases. Such phases shall be scoped and priced separately following successful completion of the initial engagement.
11. Customer Responsibilities
Customer is responsible for:
Ensuring that Customer's use of the Services complies with the Terms of Service and all applicable laws.
Providing Lleverage with accurate and up-to-date contact information.
Maintaining the security of Customer's own systems and preventing unauthorized access to the Services.
12. Limitation of Liability
Service Credits provided under this SLA are Customer’s sole and exclusive remedy for any failure by Lleverage to meet its obligations under this SLA. Under no circumstances shall Lleverage's total liability to the Customer for any claim under this SLA exceed the total amount paid by the Customer for the Services during the 12 months preceding the claim.
13. Governing Law
This SLA is governed by and construed in accordance with the laws of the Netherlands. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts located in Amsterdam, Netherlands.
14. Amendments
Lleverage may amend this SLA from time to time by posting an updated version on our website or otherwise providing notice to Customer. Any changes will take effect at the start of the next renewal term of the Services.
Last updated