Last Updated: February 6, 2023
The Service Level Agreement (the “SLA”) forms part of the Software as a Service agreement between Customer and LYCEUM (“Agreement”) where the Software may be offered by LYCEUM, its parent company or their affiliates and subsidiaries to its Customers.
LYCEUM is committed to providing services to its Customers at a standard of excellence commensurate with the best practice in the industry.
As used in this SLA, the following terms shall have the meanings specified below. In this SLA the singular includes the plural and vice versa; the words "month", "year", and "quarter" mean calendar month, calendar year, and calendar quarter, unless otherwise stated; and the word "including" (or any analogous word or phrase) means “including without limitation”.
This SLA applies only to the Product and Professional Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by Lyceum.
Lyceum will rectify material issues with the Product as part of the SLA, except where:
This SLA will be effective from the execution of Agreement or applicable Statement of Work and will terminate without further notice and without right to compensation or restitution upon the expiry or termination of the Agreement or applicable Statement of Work.
Lyceum guarantees 99% Uptime each month 24 hours a day 7 days a week (“Agreed Hours of Service”) excluding Scheduled Maintenance. Uptime is measured based on the monthly average of availability, rounded down to the nearest minute.
|Level 1 Critical
|Level 2 High
|Level 3 Medium
|Level 4 Low
|Response Target Time
|4 hours or less. Lyceum will provide continuous efforts to resolve a Severity 1 error until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity level.
|8 hours or less. If a workaround is not available, reasonable efforts will be made to release an emergency patch to resolve or mitigate the issue or to allow the severity level to be reduced.
|2 business days
|Determined post analysis
|Production issue that severely impacts Customer use of the application where work-arounds have been ineffective in addressing the Issue and the issues halts Customer business operations, data is corrupted or lost and must be restored from backup, a critical documented feature / function is not available.
|Major functionality is impacted, or significant performance degradation is experienced. The situation is causing a high impact to certain portions or individuals related to Customer business operations and no reasonable workaround exists. The application is operational but exhibit highly degraded performance to the point of major impact on usage.
|Partial, non-critical loss of use of the application affecting the efficiency of users, and where work-arounds may have been effective, resulting in medium-to-low impact on Customer business. Short-term workaround is available but not scalable.
|Inquiry regarding routine technical issue; bug affecting small number of users where acceptable workaround is available; issues with no adverse impact on processing.
Inquiries on application capabilities, navigation, best practice, installation, or configuration but the application is working as expected.
Lyceum Support uses a ticketing system and regularly analyses all Customer Tickets to identify trends and bottle necks.
Lyceum releases the Product via continuous integration and delivery. This means that whenever a new feature or release of Lyceum is ready, it can be deployed to the production environment at any moment. All perimeter applications are deployed to production continuously when a build is succeeded on the continuous integration servers.
Urgent bug fixes that impact availability and critical features are applied immediately on production servers.
Third party components in use by Lyceum are updated on a schedule and tested in a sandbox before being migrated to the production environment.
Lyceum will make available to Customer new versions, releases, and updates to the Product to solve defects and/or errors, keep the Product up-to-date with market developments, or otherwise improve (the operation or functionality of) the Product. These improvements may include bug fixes.
New versions, releases, or updates will contain at least the level of functionality as set out in this SLA and as contained in the version or release of the Product previously used by Customer and will not otherwise negatively impact Customer’s use of the Product. Lyceum shall make reasonable efforts to ensure that when performing such actions, the impact on Customer and its User(s) is limited.
Lyceum and its licensors shall not be liable to customer or any third party for any loss of profits, revenue or goodwill, costs of procurement of substitute goods or services, loss or interruption of business, loss of anticipated savings, or loss of data, or any indirect, exemplary, punitive, special, incidental or consequential damages of any kind arising from or related to this agreement, however caused and regardless of the form of action whether in contract, tort (including negligence), strict product liability or any other legal or equitable theory even if Lyceum has been advised of the possibility of such damages. in no event will Lyceum’s aggregate cumulative liability for any claims arising out of or related to this agreement.
This SLA may be updated at Lyceum’s discretion, but only after providing thirty (30) days’ notice, after which it shall be effective (“SLA Effective Date”). Such notice will be sufficient if provided to a User designated as an administrator of Customer’s Product account either: (a) as a note on the screen presented immediately after completion of the log-in authentication credentials at the log in screen, or (b) by email with read receipt to the email address provided for the administrator(s) for Customer’s account. Continued use of the Product following the SLA Effective Date of any update shall indicate Customer's acknowledgement of such update and agreement to be bound by the updated SLA. When Lyceum changes this SLA, the "Updated" date below will be changed to reflect the publication date of the most recent version.
This SLA was updated on February 6, 2023.
The SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by Lyceum.
As specified above, the following support requests are not covered as part of the SLA: