This Service Level Addendum (SLA) applies to Order Forms signed after 13 May 2024.

This SLA applies specifically to your use of LawVu and applies in addition to the Agreement between you and LawVu governing your use of the LawVu Services. If there is a conflict between any part or parts of this SLA and the Agreement, the Agreement will apply to the extent of the conflict. Capitalised terms not otherwise defined in this SLA have the meaning in the Agreement. 

1- Support

On-demand User Support Requests: LawVu will provide end user support on the use of the LawVu Services (which includes support for information, advice, a standard change, or access to a service) on a 24/7/365 basis via the in-app chat within the LawVu Platform and via the website . 

Where an end user submits a User Support Request via the in-app chat a Ticket will be created. If the end user logs out of the LawVu Platform prior to resolving the Ticket, the LawVu Support Team will continue to provide support via email.

LawVu has a global support team and Tickets are responded to within normal working hours in their region. Where a Ticket requires escalation, it will be  escalated to meet the Target Initial Response Time and Target Resolution Time set out below.

Knowledge Management: LawVu maintains a suite of self-service help documentation available to all users of the LawVu Platform in the LawVu Help Centre. 

On-demand User Training: LawVu provides a range of on-demand training available to all users of the LawVu Platform in the LawVu Academy.. 

2- Problem Response Time

Where LawVu is notified by a user of an issue effecting performance of the LawVu Platform (Event), LawVu will confirm there is an occurrence of an Event and determine the Category Level of the Event according to the Criteria below. LawVu will use all reasonable endeavours to resolve the Event within the Target Resolution Time for the relevant Category Level. 

The Target Initial Response Time is calculated from the confirmation of the Event by LawVu to LawVu beginning resolution. Due to the wide diversity of problems that can occur, and the methods required to resolve them, the Target Initial Response Time is not defined as the time between the receipt of a call and problem resolution. 

After receiving a report of an Event, LawVu will provide users with progress updates as could be reasonably expected in the applicable circumstances.

3. Available or Availability

LawVu will use commercially reasonable efforts to make sure that the LawVu Platform is Available with a Monthly Uptime Percentage of at least 99.95% per month.  This means we will endeavour to ensure you will experience no more than 21.56 min/month Downtime on average during a full calendar year.

Definitions: 

1. 1. Available or Availability means when an end user, whose account is active and enabled, has reasonable access to the LawVu Platform and the LawVu Platform is functioning in accordance with the description made available to the Customer.
   2. Available Minutes means the total number of minutes the LawVu Platform is Available over a calendar month.
   3. Downtime means the total number of minutes that an end user cannot access the LawVu Platform in a calendar month, which excludes: (i) results from Scheduled Maintenance; (ii) results from a failure of the end user’s internet service provider, hardware, software or network connection, or a user’s bandwidth restriction; (iii) a Force Majeure event as described in the Agreement, including a systemic Internet failures; (iv) any acts or omissions of the end user; (v) is related to our no-charge or Beta Services; or (vi) anything outside of the direct control of LawVu. 
   4. Monthly Uptime Percentage is expressed as a percentage and calculated using the following formula ((Available Minutes - Downtime) / Available Minutes)
   5. Scheduled Maintenance means to allow LawVu to perform routine maintenance to maximize performance or system upgrades on an as needed basis. LawVu will use commercially reasonable endeavours to ensure that scheduled maintenance is scheduled to take place outside of standard business hours in the user’s region. LawVu will endeavour to provide 1 weeks’ notice to all users of the planned outage via email and via the website.

4. Other Maintenance 

Emergency Maintenance: These change controls happen immediately with little notification ahead of time; however, we will post the information to our website soon after or during the change.

5. Incident Management

Please refer to the LawVu Incident Response Plan and Business Continuity Plan provided in the LawVu Security Pack.

In the case of an incident, LawVu support will update the System Status Page  and will email all Organisation Admin users to notify them of the incident as soon as possible. The LawVu support team will keep Organisation Admin users updated regularly until normal service is resumed, and will provide a post incident summary report if warranted.

6. Change Management

All changes to the LawVu application go through formal change control procedures which include the following phases:

• Design
• Development
• Functional and Security Testing
• Regression Testing
• Release to Production

Each of the development and test stages are performed in segregated development and QA environments. Customer data is not permitted for use in development and test environments.

For more information please review our Information Security Policy and LawVu Standards which have been made available in the LawVu Security Pack.

7. Release Management

LawVu releases updates to production on a continuous basis without impact to a Customer’s use of LawVu or Availability. 

Any releases requiring downtime (which is considered Scheduled Maintenance) are notified to the client at least 1 weeks’ notice prior to the release. 

Where required, release notes will be made available to all users in the LawVu Help Centre. 

8. Amendments

LawVu may amend this SLA from time to time, modifications to the SLA will take effect at the next renewal of your Agreement, unless you elect not to renew.