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Service Level Agreement

Last Updated: November 5th, 2021

This Lob Service Level Agreement ("SLA") applies to Customer’s use of the Covered Lob Services. This SLA applies separately to each account and service and is subject to the terms of the applicable agreement between Customer and Lob (the “Agreement”). Lob reserves the right to update the terms of this SLA at any time in accordance with the terms of the Agreement.  Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

1. Definitions

The following capitalized terms shall be given the meaning set forth below:

(a) Covered Lob Services means Lob’s Print and Mail service (“PMS”) and Lob’s Address Verification service (“AVS”).

“Actual Monthly Uptime Percentage” = (A-B+C)/A , where:
          A = Total Monthly Time (defined below);
          B = Unavailable Monthly Time (defined below); and
          C = Excluded Monthly Times (defined below).

(b) “Monthly Uptime Percentage Threshold” means the percentage listed in the table below under the heading, “Monthly Uptime Percentage Threshold.”

(c) “Service Credit” means the dollar credit that Lob will credit to a Customer’s eligible account if the Actual Monthly Uptime Percentage is less than the Monthly Uptime Percentage Threshold, and which is calculated by multiplying the Service Credit percentage listed in the table below by Customer’s monthly recurring service subscription fees excluding any fees related to the printing or mailing of content,. 

(d) “Total Monthly Time” means the total number of minutes in the applicable calendar month.

(e) “Unavailable Monthly Time” means the number of minutes in the applicable calendar month during which the Lob API for Lob PMS, were unavailable for use.‍

2. Service Commitment If, during any month throughout the Term, the Actual Monthly Uptime Percentage for the applicable Covered Lob Service falls below the Monthly Uptime Percentage Threshold, then Customer will be eligible to receive a Service Credit for that Covered Lob Service, subject to Customer’s compliance with Section 3 below. 

MONTHLY UPTIME PERCENTAGE THRESHOLD SERVICE CREDIT
Less than 99.9% but equal to or greater than 99.0% 10%
Less than 99.0% 20%


3. Credit Request and Payment Procedures

To receive a Service Credit, Customer must submit a claim by opening a support ticket with Lob. To be eligible, the credit request must be received by us by the end of the next calendar month after which the incident occurred and must include:

  • the words "SLA Credit Request" in the subject line;
  • the dates and times of each Unavailable Monthly Time incident that Customer is claiming;
  • the affected Lob APIs; and
  • Customer’s logs that document the errors and corroborate Customer’s claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

Customer’s failure to provide the request logs and other information as required above will disqualify Customer from receiving a Service Credit. Customer understands and agrees that Service Credits are its sole and exclusive remedy for any breach of this SLA by Lob.

Availability of Lob APIs for the Lob PMS is measured by a third party provider of performance and monitoring services (the “Monitoring Service”) available at https://lob.statuspage.io/. Lob may adjust the Monitoring Service’s uptime results as necessary to account for any Excluded Monthly Times. ‍

4. Lob SLA Exclusions

Notwithstanding any provision in this Agreement to the contrary, no Unavailable Monthly Time will be deemed to have occurred if downtime: (i) is caused by factors outside of Lob’s reasonable control, including, without limitation, telecommunications provider-related problems or issues, Internet access or related problems occurring beyond the point in the network where Lob maintains access and control over the Services; (ii) results from any actions or inactions of Customer or any third party (except for Lob;s agents and subcontractors); (iii) results from the Customer Applications, Customer’s equipment, software or other technology, add-on services, or third party equipment, software or other technology; (iv) occurs during Lob’s scheduled maintenance periods; (v) occurs during Lob;s emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Services), regardless of the notice provided by Lob; or (vi) results from any alpha, beta, developer preview, development test bed environments, descriptions of similar import or not otherwise generally available Lob features or products; or (vii) periods of Unavailable Monthly Time that are less than five (5) minutes of continuous unavailability in duration (collectively, the “Excluded Monthly Times”).

5. General

If Customer is current on its payment obligations, then Lob will apply Service Credits to Customer’s next invoice. If Customer is not current on its payment obligations, then no Service Credits will be applicable. The Service Credits herein are Customer’s sole and exclusive remedy (and Lob’s sole liability) for Lob service availability issues or any failure by Lob to meet the Monthly Uptime Percentage Threshold. 

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