This Service Level Exhibit (the “SLA”) will become part of the executed agreement between Lever and Customer that references this document or the documentation located at https://www.lever.co/product-description. The SLA describes the uptime commitment Lever makes to Customer in the provision of the Services pursuant to an Order Form entered into between Lever and Customer.
This SLA was updated April 14, 2022. Lever reserves the right to periodically modify the SLA, and such modification will automatically become effective in the subsequent Renewal Service Term. SLA's for Order Forms executed before April 14, 2022 are available here.
Lever provides a 99.9% uptime commitment for all customers. If Lever falls short of the 99.9% uptime commitment and the Customer is affected, Lever will automatically apply a service credit to the Customer account for to be applied to future Fees. To review current and historical Uptime, visit status.lever.co.
SLA breakdown
Downtime
“Downtime” is the overall number of minutes the Lever Services were unavailable during a calendar month. Downtime excludes the following:
- Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
- Issues that are related to external apps or third parties, including Lever Connect
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
- Schedule Downtime for maintenance
Uptime Commitment
“Uptime” is the percentage of total possible minutes Lever was available during a calendar month. Lever's commitment is to maintain at least 99.9%.
Uptime is calculated according to the following formula:
[(total minutes in calendar month – Downtime) / total minutes in a calendar month] > 99.9%
Scheduled Downtime
Lever may need to perform maintenance to keep the Lever Services working smoothly (“Scheduled Downtime”). If scheduled downtime is necessary, Lever will provide Customer 48 hours advance notice of Scheduled Downtime.
Service Credits
If Lever fails to meet the Uptime commitment and the value of the impact is greater than ten dollars ($10), Lever will automatically apply a credit to each affected account equal to 10 times the amount paid by Customer attributable to the period Lever's Services were down (“Service Credits”). Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, and require you to have paid any outstanding invoice. Notwithstanding anything to the contrary in the Agreement, Service Credits will expire upon any termination or non-renewal of the Agreement by Customer. Service Credits are the sole and exclusive remedy for any failure by Lever to meet its obligations under this SLA.
Updates
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.
Please contact Lever at 1125 Mission St, San Francisco, CA 94103 with any questions regarding these terms.