Legal
Service Level Agreement
Last updated: June 15, 2026
1. Uptime Guarantee
Lawden guarantees 99.9% monthly uptime for the production Services ("Uptime Guarantee"). Uptime is calculated as the percentage of total minutes in a calendar month during which the Services are accessible via the public internet, excluding downtime resulting from Scheduled Maintenance, Excluded Events (defined below), or factors outside Lawden's reasonable control. Monthly uptime is calculated as: (Total Minutes — Downtime Minutes) / Total Minutes × 100%.
2. Service Credits
If monthly uptime falls below the guaranteed level, the customer is eligible for Service Credits as follows: below 99.9% but at or above 99.0% — 5% of the monthly fee; below 99.0% but at or above 95.0% — 10% of the monthly fee; below 95.0% — 25% of the monthly fee. Service Credits are applied to the customer's next invoice and are the sole and exclusive remedy for any failure to meet the Uptime Guarantee. To claim a Service Credit, the customer must submit a written request within 30 days of the month in which the downtime occurred.
3. Scheduled Maintenance
Lawden may perform scheduled maintenance of the Services during designated maintenance windows. We will provide at least 48 hours advance notice of scheduled maintenance via email and in-app notification. Scheduled maintenance will be performed during off-peak hours (Saturday 00:00–06:00 Pacific Time). Lawden will make reasonable efforts to minimize the duration and frequency of scheduled maintenance.
4. Exclusions
The Uptime Guarantee does not apply to downtime caused by: (a) factors outside Lawden's reasonable control, including force majeure events, internet service provider outages, or acts of third parties; (b) customer's equipment, software, or network infrastructure; (c) customer's failure to follow configuration guidelines or use compatible software; (d) beta features, preview releases, or experimental functionality; (e) customer-initiated actions, including configuration changes or API misuse; (f) denial-of-service attacks or security incidents; or (g) downtime during Scheduled Maintenance.
5. Reporting and Monitoring
Lawden monitors service availability using internal and third-party monitoring tools. Customers may access real-time and historical uptime data through the Lawden status page at status.lawden.dev. Lawden will publish a post-incident report for any unplanned downtime exceeding 30 minutes, including root cause analysis and corrective actions taken. Enterprise customers may request a monthly uptime report.
6. Support Response Times
Enterprise customers receive priority support with the following target response times: Critical (service unavailable) — 1 hour; High (major feature degradation) — 4 hours; Normal (non-critical issue) — 8 hours; Low (general inquiry) — 24 hours. Support is available 24/7 for Critical and High priority issues. Response times are measured from the time the support ticket is submitted via the Lawden support portal.
7. SLA Eligibility
This SLA applies exclusively to customers on the Enterprise plan with a signed Order Form referencing this SLA. Professional and Trial plan customers are not covered by this SLA. Lawden may update this SLA upon 30 days notice, provided that no modification materially reduces the Uptime Guarantee or Service Credits during an active subscription term.
8. Contact for SLA Claims
SLA claims and questions should be directed to support@lawden.dev with the subject line "SLA Claim" followed by the relevant month and year. Include a detailed description of the downtime, the date and time range, and any supporting documentation.
Interested in Enterprise?
Contact our sales team for SLA details and custom terms.