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Service Level Agreement


“Down Time” means time when a failure impairs or prevents the initiation of new user requests for Lithium service and continued use of the service is not available to at least 50% of Customer’s End Users, or when Lithium’s Performance goals are not achieved.

“Covered Down Time” means Down Time, as measured by Lithium’s primary operational monitoring harness, which is not caused by Force Majeure or by Customer’s actions, and which is not scheduled Down Time. While Lithium will use commercially reasonable efforts to take actions it deems appropriate to remedy and avoid such events, Covered Down Time does not include any reasonably unforeseeable interruption or degradation in service due to actions or inactions caused by third parties, including but not limited to DDoS attacks.

“Force majeure” means a cause of delay or failure to perform beyond a party‘s reasonable control, which such party is unable to overcome by exercise of reasonable diligence, including acts of God, war, terrorism, strikes, failures of suppliers, fires, floods or earthquakes.

Service Commitments.

Hosting Facilities. Lithium will host the Content and Applications at geographically distributed hosting facilities in the European Union and the United States whose services include secure data centers, infrastructure, redundant bandwidth peering, redundant power with backup generators, and environmental control systems. Hosting Facilities shall maintain annual ISAE 3402 or SSAE 16 SOC 1 or 2 audits, ISO 27001:2005 security standard certification or substantial conformity with ISO 27002 code of practice or similar. Lithium shall host Content and Applications for European customers in the European Union unless approved by the Customer. Lithium personnel shall access Content and Applications from either United States or the European Union for monitoring, support, troubleshooting, and in course of providing services under this Agreement. Lithium integrates with third party hosted services for data feeds and specialized functionality. Hosting and data processing for these third party services is not maintained within Lithium’s hosting environments.

24x7 monitoring. Lithium will monitor and maintain the Applications from its 24x7 network operations center for all of the systems within Lithium’s control required to maintain the Applications, including the monitoring of system utilization, storage utilization, network utilization, and certain application-level criteria. Lithium will provide Customer with 24x7 emergency contact channels for Severity 1 incident reporting.

100% uptime; Remedies: Credits and Termination. Subject to the provisions of this SLA, Lithium shall provide 100% uptime. Customer will be entitled to 2 minutes of service credit for each full minute of Covered Down Time, with a minimum of 1 hour of service credit per incident, and for Covered Down Time in excess of 60 minutes within a given calendar day, customer will be entitled to 1 day of service credit for each such calendar day (in each case an “Eligible Service Credit”). Total applicable service credits shall be applied at the conclusion of the Subscription Duration. Covered Down Time in excess of 8 hours in any calendar month shall constitute monthly covered down time (“Monthly Covered Down Time”). Three (3) events of Monthly Covered Down Time in any consecutive 6 month period shall constitute material breach and Customer shall have the right to terminate the MSA and all SOWs upon 5 days written notice to Lithium.

Scheduled Down Time. Lithium will schedule Down Time with at least 3 days’ notice to the Customer. Such Down Time shall be reasonably scheduled during typically minimal traffic hours and days for Customer. However, Lithium may schedule Down Time at any time of the day with shorter or no notice if Lithium reasonably determines that a failure to act immediately would lead to significant harm to either Lithium or Customer. Lithium also reserves 15 minutes per day at times of minimal traffic for regular site maintenance that shall require no notification. Lithium Scheduled Down Time will not exceed 8 hours per month.

Performance. Lithium will provide response times below 500 ms average latency for all pages calculated on a calendar monthly basis. Latency is measured for first byte from a point within the same physical network, and excludes computationally intensive pages such as search & real-time analytics, internal user pages and auto-archived message pages.

Response to service incidents. Lithium will, in good faith, determine the classification/severity of the service incident and will respond in accordance with the applicable Support Response Time indicated below.

Support Response Times:

Incident Severity

Incident Description




Severity 1

Production service outage, severe performance degradation or major security incident that results in Covered Down Time

30 minutes

15 minutes

15 minutes

Severity 2

Failure in a subsystem or primary function of the product that does not result in Covered Down Time

2 business days
via community support

4 business hours

4 business hours

Severity 3

Minor defect, product information inquiry or feature request

5 business days
via community support

1 business day

1 business day

Appropriate resources. Lithium will commit appropriate resources to resolve any Down Time in a timely manner, and to alleviate a Severity 1 incident within 60 minutes of notification.

Contract volume per Lithium Community. Lithium’s SLA shall apply to Customer as long as simultaneously (i) Customer is current on its payment obligations, and (ii) Customer’s platform usage volume remains under Contract Volume. However, Lithium will make commercially reasonable efforts to maintain SLA requirements within Customer’s existing provisioning in all circumstances.

Security. Lithium will adhere to security best practices in every aspect of its product development, deployment and operations life cycles. Security is incorporated into the design of the Lithium products and services and tested rigorously. Lithium conducts ongoing security vulnerability testing and regular security audits of its products and hosting environment to ensure continued compliance with its strict security standards. For additional information about the Lithium’s commitment to security, visit

Unauthorized third parties. Lithium will not intentionally assist unauthorized third parties in gaining access to Content.

Disaster recovery. Lithium shall maintain disaster recovery plans for generally expected disaster profiles, and shall execute such plans with its best commercially reasonable efforts under the circumstances and in a timely manner upon the occurrence of a disaster event.

Studio Publishing. Customers using Studio Publishing can deploy Studio customization work to their Production environment at their desired time without Lithium’s involvement. Customers using this feature will be provided with a Preview mode where they can review all changes made in Studio as they would appear on their Production environment before the final deployment. Customer will be provided with a mechanism to cancel and rollback the final deployment of changes from Preview mode to Production in case they find changes that they do not want to deploy.

Studio Publishing will be temporarily disabled in the following cases:

- During Scheduled and Covered Down Time

- During a Professional Services engagement where work is done by Lithium on behalf of the customer

Lithium is not responsible for Down Time caused by errors introduced by Customer’s own work that is then deployed by Customer using Studio Publishing.

Rollback. Lithium will keep at least one level of rollback to allow undoing any patch, update, or upgrade deployed by Lithium.

Upon notification of Down Time introduced by a Studio Publishing deployment, Lithium will handle Rollback of Customer-introduced changes that caused the Down Time, and initiate redeployment of Customer’s environments to the last known good configuration, potentially undoing all customization work done by Customer or Lithium since the last successful deployment.

Reverse Proxy Implementation. Customer use of a reverse proxy configuration must be implemented in accordance with the appropriate implementation process specified by Lithium and set forth in the Statement of Work. Customer will provide all of the requested information, follow the specified guidelines and cooperate as required in accordance with the SOW during the term of the Agreement while employing a reverse proxy configuration. With the exception of addressing performance issues strictly caused by Lithium actions or systems unaffected by and independent of the reverse proxy, the terms of this SLA shall not apply to the Services and Lithium shall have no obligation to comply with such terms.

Customer service. Lithium will provide Customer service via e-mail and customer portal during the Customer’s regular business hours (9am-5pm Monday through Friday, excluding published public and company holidays) for non-emergency queries that do not result in Severity 1 incidents. Phone support is available to Customers under the Platinum Support contract.

Reporting. Upon request, Lithium will provide monthly service availability reports. Additionally, Customer will receive Root Cause Analysis reports for Covered Downtime as defined in this Service Level Agreement.

Credit request. To receive any of the credits described in this Appendix, Customer must notify Lithium no later than 30 calendar days from the time Customer becomes eligible to receive such credits.