LightLeapAI^® Support and Service Level Policy

1. Scope. This Policy applies to production LightLeapAI® Services subscribed under an Order Form. It does not apply to Early Onboarding Periods, trials, proofs of concept, non-production environments, or features N2N identifies as preview or beta. Capitalized terms not defined here have the meanings given in the MSA.

2. Support Hours and Channels

Customers should report SEV-1 issues by phone. Calls to the on-call line are routed directly to N2N's on-call engineer.

3. Severity Levels

Customer assigns an initial severity when reporting an issue. N2N may adjust it, with notice to Customer, based on this matrix:

• SEV-1 (Critical): the Services, or a critical function such as fraud detection alerting, identity verification, or document processing, are completely unavailable and work cannot proceed.
• SEV-2 (High): significant degradation affecting a substantial number of users.
• SEV-3 (Medium): some degradation affecting a limited number of users.
• SEV-4 (Low): little or no noticeable degradation, including questions and configuration requests.

4. Response Commitments and Resolution Targets

"Support hours" means the hours of the Customer's support tier in Section 2. Response commitments are measured from the time a complete report is received through a support channel. Resolution targets are goals, not guarantees.

5. Hypercare

For thirty (30) days after a module goes live in production, every reported issue is raised one severity level (SEV-4 to SEV-3, SEV-3 to SEV-2, SEV-2 to SEV-1), and Customer's assigned N2N project manager is engaged on every issue.

6. Escalation

If an issue is not progressing, Customer may request escalation through the support channel. Issues escalate from N2N Support to Customer's project manager or customer success manager, and then to N2N's Customer Success and Operations leadership. SEV-1 issues escalate to senior technical staff and executive leadership immediately.

7. Root Cause Analysis

For every SEV-1 incident, N2N will provide a written root cause summary and remediation plan within five (5) business days after service is restored.

8. Availability Commitment

N2N will make each subscribed production module Available at least 99.95% of the time in each calendar month. "Available" means the module is accessible and functional for its intended purpose. The following time is excluded from the calculation:

• (a) scheduled maintenance announced at least forty-eight (48) hours in advance, which N2N will schedule outside 7:00 a.m.–7:00 p.m. Eastern on business days where practicable;
• (b) emergency maintenance needed to address a security threat;
• (c) unavailability caused by Customer, its Authorized Users, or systems and integrations under Customer's control, including Customer's SIS;
• (d) a region-wide outage of N2N's cloud infrastructure provider that N2N's documented failover could not reasonably avoid;
• (e) force majeure events; and
• (f) AI features suspended because Customer's usage cap has been reached (Product Terms Section 3.3(c)).

Planned maintenance windows and incident updates are published at status.lightleapai.com, where Customer may subscribe to notifications.

9. Service Credits

If a module falls below 99.95% Availability in a month, Customer may request a credit:

Monthly fee is 1/12 of the module's annual fee. Customer must request a credit within thirty (30) days after the end of the month. Credits are applied to the next invoice, or refunded if no further invoice will be issued, and cannot be exchanged for cash.

10. Chronic Availability Failure

If a module falls below 99.95% Availability in any three (3) months within a rolling six (6) month period, Customer may terminate that module by notice within thirty (30) days after the third such month. N2N will then refund prepaid fees for the remainder of the Subscription Term.

11. Customer Responsibilities

Customer will designate trained support contacts; report issues with enough detail to reproduce them; provide reasonable access and cooperation needed to diagnose and resolve them; and notify appsupport@n2nservices.com in advance of planned maintenance on systems connected to the Services and of changes to its support contacts.

12. Changes

N2N may update this Policy as provided in MSA Sections 1.4 and 1.5. An update will not reduce the commitments in Sections 2, 4, 8, 9, or 10 during a current Subscription Term.

Revision history