Lithium
Products
Customer Success
Resources
About
Community
USA USA UK France Deutschland APAC

Service Level Agreement

Definitions.

“Down Time” means time when a failure impairs or prevents: (a) for the Lithium Community Subscription Services, 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, (b) for the Lithium Social Media Management Subscription Services, at least 50% of Customer Users are unable to log in and/or are unable to write to, and/or receive messages from a primary social media network to which Lithium connects (i.e., Twitter and Facebook), or (c) 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, by Customer’s actions, or by a third party who is not a subcontractor to Lithium (e.g., third party social media site or ISP), and which is not scheduled Down Time. While Lithium shall 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.

Subscription Services

“Primary Function” means the core purpose of the Lithium Subscription Services. For the Lithium Community Subscription Services, this consists of the ability to read, write and reply to threads and boards. For the Lithium Social Media Management Subscription Services, this consists of the ability to read, write and reply to the primary social media networks – Twitter and Facebook.

Lithium Platform Availability Commitments.

Hosting Facilities. Lithium shall 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.For more information on data processing locations, Content access locations, and Lithium’s subprocessors, see: https://community.lithium.com/t5/Policies-and-Guidelines/What-companies-are-subprocessors-to-Lithium/ta-p/207777

24x7 monitoring. Lithium shall 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 shall provide Customer with 24x7 emergency contact channels for Severity 1 incident reporting. Lithium shall promptly report all broadly impacting outages, including performance degradation, to the status page at http://status.lithium.com. Broadly impacting is identified as approximately 20% of Lithium’s subscription base.

99.9% uptime; Remedies: Credits and Termination. Subject to the provisions of this SLA, Lithium shall provide 99.9% uptime measured calendar monthly. Customer shall 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 each calendar day on which Covered Down Time occurs , and for Covered Down Time in excess of 60 minutes within a given calendar day, customer shall 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. 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. Covered Down Time in excess of 8 hours in any calendar month shall constitute “Monthly Covered Down Time”. Three (3) events of Monthly Covered Down Time in any consecutive 6 month period shall constitute material breach of the Service Order applicable to the affected Service, and Customer shall have the right to terminate the applicable Service Order upon 5 days written notice to Lithium.

Reporting. Upon request, Lithium shall provide monthly service availability reports. Additionally, upon request, Customer shall receive root cause analysis (“RCA”) reports for Covered Downtime. RCA reports will be delivered within 7 business days. In some cases, the RCA may be updated one or more times after it is delivered if additional information is discovered or third-party data becomes available.

Scheduled Down Time. Lithium shall 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 shall not exceed 8 hours per month.

Performance. Lithium shall provide response times below 500 ms median latency, calculated on a calendar monthly basis, for: (a) in regards to Lithium Community Subscription Services, all non-customized pages, and, (b) in regards to the Lithium Social Media Management Subscription Services, all user interface pages. Latency is measured for first byte from a point within the physical network, and excludes computationally intensive pages such as search and real-time analytics, internal user pages and auto-archived message pages. Lithium reserves the right to use a static page on the Application instance for testing purposes.

Usage Limits. Lithium’s Platform Availability Commitments (“PAC”) shall apply to Customer as long as: (i) Customer is current on its payment obligations to Lithium, and (ii) Customer’s actual usage remains under the Usage Limits specified in the Service Order, and, (c) further, for Lithium Community subscriptions, Customer’s actual usage does not exceed 10 million RSS feed views per month, 1 million in email volume generated by page subscriptions per month, and/or 40 million attachment segments per month. For purposes of the foregoing, “RSS feed views” means the number of messages pushed via RSS and “attachment segments” means the number of 25kb data blocks uploaded or downloaded as attachments. However, Lithium shall make commercially reasonable efforts to maintain its PAC requirements within Customer’s existing provisioning in all circumstances.

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.

Lithium Support Commitments.

Customer service. Lithium shall provide Customer service in accordance with the contracted support level (see Appendix 2 for description of support levels) . The information below is applicable to all support levels.

Designated Contacts: Customer must designate two (2) individuals to represent Customer in regards to all support issues and the technical and business relationship between Customer and Lithium (“Designated Contact(s)”). The Designated Contacts will be the primary decision makers for Customer for any changes, approvals, or modifications where Customer approval is needed to solve an issue.

Lithium Community. The Lithium Community (http://community.lithium.com) is Customer’s source for technical documentation of Lithium’s service offerings as well as access to Lithium’s knowledge base of troubleshooting tips, best practices, and solutions to known Lithium issues. In addition to which, it is where the case portal resides. This is a great starting point for researching any non-critical issues Customer may be encountering.

Our Lithium Community includes:

  • Product documentation
  • Knowledge base articles
  • Podcasts
  • Videos
  • Whitepapers
  • Training and webinar information
  • Case Portal

Submitting requests. Customer must submit Customer’s request via online ticket through the Community Case Portal. To access the portal, visit the Lithum Community and go to “Case Portal”.

  • Online Ticket. Customer will make requests of Lithium support through Lithium’s online ticket management system, the Case Portal, which lives within the Lithium Community.
  • Email. Except as otherwise expressly stated in this Service Level Agreement, Lithium no longer accepts new support requests by email. Channeling all requests through the Community Case Portal instead allows Lithium to associate important subscription and priority information with the request so that Lithium teams can expediently handle the request. Lithium may still handle replies and updates to support tickets submitted online by email provided that the email body is retained in the reply.
  • Note: Support levels above standard may change the request options.
  • Note: On Severity Level 1 service requests only, Lithium accepts email reports to outage@lithium.com or Customer may also report Severity 1 issues via the Case Portal

Support Conference Requests. In order to provide all of our Customers with the highest quality of support possible, Lithium has the following standing guidelines on providing conference call support.

  • Conference Bridge Participation - Lithium understands that some Customers have a policy to open a conference bridge once an issue is defined and remain on that bridge until the problem is solved or the severity lessens. Lithium has found that the bridge format is not conducive to orderly troubleshooting and often delays the resolution of critical issues. It is Lithium’s policy to not participate in these bridge calls until a complete problem description has been provided online. Once Lithium receives this information, it will select the appropriate resource to join the call. Lithium management reserves the right to not assign resources to participate in bridge calls that are outside the scope of Lithium support or that are best handled by email.
  • Conference Calls - There are times when direct communication over a conference call or similar meeting is the best means of addressing a specific issue or clarifying recommendations that have been provided. Conference calls can be requested and scheduled by a request on the open ticket. Lithium support personnel will determine whether a conference call is the best solution to solving the issue on a case-by-case basis.

Hours of operation. Standard hours of operation for Lithium Support are as follows:

Region

Hours (Regional)

Hours (PST)

Americas

6 AM – 6 PM PST

6 AM – 6 PM PST

EMEA

7 AM – 6 PM GMT

1 AM - 10 AM PST

APAC

7 AM – 4 PM IST

5:30 PM – 2:30 AM PST

Premium/Elite

5:30 PM Sunday PST – 6 PM Friday PST

5:30 PM Sunday PST – 6 PM Friday PST

Coverage for major holidays, as defined by Lithium regional support, is limited to Severity 1 issues only.

Local language support. In order to provide the most consistent, high quality support to our Customer across the globe, all requests must be in English and Lithium will respond in kind.

Response to service incidents. Unless otherwise classified through the case portal, Lithium shall consider all issues to be Severity 3 by default. Upon triage, Lithium shall, in good faith, determine the classification/severity of the service incident and shall respond in accordance with the applicable Support Response Time indicated below for the support level that Customer has purchased in the applicable Service Order.

Incident Severity Definitions & Classification

Incident Severity

Definition

Severity 1

A critical problem with the Subscription Services in which any of the following occur: the Subscription Services are down, inoperable, inaccessible or unavailable, the Subscription Services otherwise materially cease operation; the performance or nonperformance of the Subscription Services prevents useful work from being done with no work around. Only production grade instances may be classified in this manner.

Customer resources must be made available in Severity Level 1 situations and reasonably cooperate to help resolve the issue.

Severity Level 1 problems could have the following characteristics:

  • System hangs or crash situations
  • Inability to reach the system due to Lithium networks
  • Data loss or data corruption
  • Data security breaches, reported by either Customer or Lithium internal security

Note: On Severity Level 1 service requests only, Lithium accepts email reports to outage@lithium.com or Customer may also report Severity 1 issues via the Case Portal.

Severity 2

A problem with the Subscription Services in which any of the following occur: the Subscription Services are severely limited or degraded, primary functions are not performing properly, the situation is causing a significant impact to at least 50% of Subscription Services licensed users’ operations or productivity; or the Subscription Services have been interrupted but recovered, and there is high risk of reoccurrence.

Severity Level 2 problems could have the following characteristics:

  • Severely degraded performance
  • Primary functionality unavailable but the system is able to operate in a severely restricted fashion.
  • Issue is persistent and affects many Users and primary functionality.
  • All critical or high level security vulnerabilities
  • No reasonable workaround is available.

Severity 3

A problem with the Subscription Services in which any of the following occur: the problem impacts primary business operations, but there is a work around available that may not scale effectively; the problem is localized or has isolated impact and can easily be circumvented; customers work has minor loss of operational functionality.

Severity Level 3 problems could have the following characteristics:

  • Performance degradation
  • Incorrect data on reports
  • Incorrect product behavior with business impact
  • Short-term workaround is available, but not scalable.

Severity 4

A minor or cosmetic problem with the Subscription Services in which any of the following occur: the problem is an irritant, affects non-essential functions, has minimal impact to business operations; the problem is an operational nuisance; the problem results in documentation errors; or the problem is any other problem that is not classified as above, but is otherwise a failure of the Subscription Services to conform to its specifications as described in the Documentation. Severity Level 4 problems could have the following characteristics:

  • Error messages with easy workaround
  • General requests for advice on product usage
  • Clarification on product documentation or release notes
  • Product enhancement request
  • Questions on product functionality or configuration

Severity 1 Case Submission and Handling. For all Level 1 severity issues (“Severity 1”), Customer shall engage via either the Case Portal registering it as a Severity 1 or email outage@lithium.com and a Severity 1 case will be automatically be logged. Lithium shall provide email and/or telephone updates to Customer regarding its progress toward resolution of Severity 1 issues at regular intervals, initially targeted to be no more than every 30 minutes (or as the parties may otherwise agree) until a resolution or work-around has been provided. Reproducible errors that cannot promptly be resolved will be escalated to Lithium engineering personnel for further investigation and analysis before being returned to Customer for additional information. Updates will be provided via email.

A multi-party bridge line may be established by Lithium, in its discretion, to resolve a Severity 1 issue involving joint/multiparties. Where two or more customers are experiencing similar Severity 1 issues, Customer may be invited to join a multi-customer bridge line established by Lithium to communicate updates to multiple customers in a scalable manner. If a bridge line is not established, Lithium may provide email and/or telephone updates to Customer regarding its progress toward resolution of the Severity 1 issue at regular intervals, initially targeted to be no more than every 30 minutes until a resolution or work-around has been provided. On mass outages, http://status.lithium.com will be updated with each relevant update as well.

Security Vulnerabilities. Lithium commits to reviewing all security issues in an expedited manner. Once a report is determined to be of a severe security concern by Lithium’s security operations team, issues are moved out of the standard incident process for higher priority.

Prioritization. Lithium requests that customers assist with prioritizing their issues through the Case Portal. This ensures that Lithium support focuses on those issues most important, at that point in time, to the customer. This prioritization (High, Normal, and Low) is separate from Severity levels as defined above, and reflects instead the customer’s specific priority in the context of that customer’s business operations.

Cooperation & Error Reproduction. Lithium must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Lithium to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Customer agrees to provide Lithium with all information and materials reasonably requested by Lithium for use in replicating, diagnosing and correcting an error or other support issue with the Solution reported by Customer. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to provide remote access to their Lithium application and/or desktop system for troubleshooting purposes.

In submitting a service incident (each individual request being a “Service Incident”) to Lithium, Customer will send a complete and accurate report that includes (a) a reasonably detailed description of the request, together with any supporting information that Customer’s engineers believe will assist Lithium in its diagnostic process; (b) any error message(s) or other message(s) generated by the system in association with the request; (c) any applicable trace files and/or logs; (d) a test case or instructions necessary to demonstrate the request; and (e) identification of any additional information or artifacts (such as dumps, logs, etc.) that are, or can be made, available. Lithium may request specific information in addition to the aforementioned requirements for submission. Customer acknowledges that the implementation of General Releases provided by Lithium may be necessary to ensure the proper operation of the Solution. Lithium shall not have obligations under support services to remedy issues that will be fixed by implementation of that General Release.

Escalation process. Lithium recognizes that, on occasion, Customers may encounter critical problems that require a higher level of communication and interaction. Lithium has established an effective process to support these special situations.

If at any time Customer is not satisfied with the current plan of action for an active issue, Customer may request that it be escalated to management directly through Customer’s Lithium Support point of contact. Customer may also request to review the matter with a Lithium Support manager. Escalations must be made through the case portal and must include appropriate business justification.

The following actions take place when Customer escalates an issue:

  • The Lithium Support Leadership team is notified of the situation, and when appropriate, the Customer's Success Manager is notified as well.
  • The Lithium Support Leadership team reviews the escalation and notifies Customer that it has been received, whether it is accepted as an escalation or does not qualify for escalation.
  • A review of Customer’s business needs and technical case is conducted and an action plan is formulated with the goal of driving Customer’s issue to the most rapid resolution possible if appropriate at the time of escalation.
  • Communication of the action plan is discussed with the Customer, including deliverables and, if appropriate, timelines.
  • If the communication is not acceptable, the Customer may request to speak with the next level of management. The below levels are examples and may adjust based on organizational structure
    • First Level – Regional Manager, Customer Support
    • Second Level – Director, Global Support
    • Third Level – VP, Customer Success & Support

Customizations. Lithium commits to working through core Subscription Services issues, however customizations are not included under Standard Support. Changes implemented by the Customer’s development team or the Lithium professional services teams are covered only under advanced support levels (see below for descriptions and information on which support levels apply).

The following provisions are applicable only to subscribers to the Lithium Community Subscription Services:

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 shall 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 shall 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 shall be temporarily disabled in the following cases:

  • During Scheduled and Covered Down Time
  • During a Professional Services or Support 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 shall 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 shall 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 shall 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.



Lithium Support Levels

Please see Customer’s customer success manager or account executive for all current available options with regards to Lithium Support Services. Some of the below list offerings may no longer be active or additional services may have become available.

Support Levels: Lithium offers a variety of support levels to accommodate the needs and preferences of its customers. All Customers must have an active subscription and support level to be eligible to request assistance. All support levels are subject to change by Lithium.

Targeted Resolution: Lithium does not commit to specific resolution times due to the varying levels of complexity involved any specific issue. Lithium has targeted resolution timeframes specific to each support level, and will commit appropriate resources to attempt resolution of the issue within those targeted timeframes.

Standard Support

Lithium’s base level of support for all contracted customers is a best in class offering . For purposes of response times and support availability, Customer region is defined according to the location of the customer’s headquarters.

Severity Level

Lithium’s Initial Response will be provided within:

1

15 minutes from receipt of initial notice from Customer, or other discovery, of the issue

2

4 business hours from receipt of initial notice from Customer, or other discovery, of the issue

3

1 business day from receipt of initial notice from Customer, or other discovery, of the issue

4

2 business days from receipt of initial notice from Customer, or other discovery, of the issue

Premium Support

Premium Support improves the response times and increases the prioritization, from the Standard Support level, for all customers in this tier. In addition to this, customers are assigned a shared Technical Account Manager (“TAM”). The TAM focuses on understanding and managing resource needs, resolving open tickets in process, and aligning the Lithium support team with the customer’s goals and needs. Premium Support customers have the ability to contact Lithium via email to create a case at a default level 3 Severity.

The responsibilities of the TAM also include:

  • Named escalation point for the customer
  • Understanding the customer’s needs and goals over the next year to project requirements for support and align Lithium support resources with those requirements.
  • Scheduling and facilitating one hour monthly review calls to review case priorities, any scheduled projects, and the customer’s needs and goals.
    • On a quarterly basis, the TAM will deliver a service report for the period covered by the report. During the call with its TAM for that quarter, a customer has the opportunity to discuss questions on the service report and review open issues to identify those that are of primary concern.
    • On an annual basis, the TAM will deliver a comprehensive report which summarizes the services delivered over the course of the year together, cases which have been closed, and service metrics.

Severity Level

Lithium’s Initial Response will be provided within:

Lithium’s Targeted Temporary Resolution will be provided within:

Lithium’s Targeted Final Resolution will be provided within:

1

15 minutes from receipt of initial notice from Customer, or other discovery, of the Error

4 hours from receipt of initial notice from Customer, or other discovery, of the Error

2 business days from receipt of initial notice from Customer, or other discovery, of the Error

2

2 hour from receipt of initial notice from Customer, or other discovery, of the Error

n/a

n/a

3

4 business hours (24x5) from receipt of initial notice from Customer, or other discovery, of the issue

n/a

n/a

4

8 business hours (24x5) from receipt of initial notice from Customer, or other discovery, of the issue

n/a

n/a

Elite Support

Lithium’s Elite Support package provides the highest priority available at Lithium. Included in Elite Support is a highly focused strategic TAM with an increased allocation of time per customer than the TAM provided with Premium Support. Elite Support customers receive an increased focus on bug resolution and prioritization of standard support tickets. Elite Support customers have the ability to contact Lithium via email to create a case at a default level 3 Severity.

Severity Level

Lithium’s Initial Response will be provided within:

Lithium’s Targeted Temporary Resolution will be provided within:

Lithium’s Targeted Final Resolution will be provided within:

1

15 minutes from receipt of initial notice from Customer, or other discovery, of the issue

4 hours from receipt of initial notice from Customer, or other discovery, of the issue

2 days from receipt of initial notice from Customer, or other discovery, of the issue

2

1 hour from receipt of initial notice from Customer, or other discovery, of the issue

2 days from receipt of initial notice from Customer, or other discovery, of the issue

7 days from receipt of initial notice from Customer, or other discovery, of the issue

3

2 business hours (24x5) from receipt of initial notice from Customer, or other discovery, of the issue

n/a

n/a

4

4 business hours (24x5) from receipt of initial notice from Customer, or other discovery, of the issue

n/a

n/a