Service Level Agreement (SLA)
Louper.io Ltd
4th Floor Silverstream House
45 Fitzroy Street
London
W1T 6EB
United Kingdom
Last Updated: January 13, 2025
Our Commitment to Excellence
At Louper, we understand that our enterprise customers rely on our platform to drive critical business workflows and achieve their goals. This Service Level Agreement represents our unwavering commitment to providing you with exceptional service, robust platform performance, and dedicated support. As your trusted partner, we hold ourselves to the highest standards of service delivery and customer success.
1. Agreement Overview
This Service Level Agreement ("SLA") between Louper ("Service Provider") and Enterprise Customers ("Customer") outlines our premium service levels and support commitments. We've crafted this agreement to ensure your experience with our platform exceeds expectations and delivers the reliability your business demands. This agreement supplements our Terms of Service (https://www.louper.io/terms/) and applies exclusively to our valued Enterprise-tier customers.
2. Service Commitments
2.1 System Availability
- Platform Availability: 99.9% uptime, measured monthly
- Real-Time Monitoring: Available at status.louper.io
- Transparent Performance: Track our platform's performance in real-time through our public status page
- Measurement Period: Calendar month, in accordance with ITIL v4 service measurement standards
- Calculation Method: (Total Minutes in Month - Unplanned Downtime) / Total Minutes in Month x 100
2.2 Maintenance Windows
We respect your time and business operations:
- Advanced Notice: Minimum 72-hour advance notification for all scheduled maintenance
- Clear Communication: Both in-app notifications and email updates
- Thoughtful Timing: Scheduled maintenance does not count against uptime calculations
- Emergency Support: Swift action when needed, with immediate communication
3. Support Services & Response Times
3.1 Premium Support Channels
As an Enterprise customer, you have priority access to:
- Live Chat Support: Assistance during business hours with priority queueing
- 24/7 Email Support: Submit inquiries at any time; our team will respond promptly
- Comprehensive Documentation: Searchable knowledge base at docs.louper.io
3.2 Priority Levels & Response Time Targets
Our enterprise-grade support aligns with ITIL service management frameworks:
Priority Level | Definition | Initial Response | Resolution Time | Additional Details |
---|---|---|---|---|
Crucial | Complete service outage or severe security issue | Within 30 minutes | Within 2 hours* | Priority access to technical team; immediate attention |
High | Significant feature impairment affecting core functionality | Within 4 hours | Within 24 hours* | Assigned technical contact until resolution |
Normal | Non-critical issues affecting non-core functionality | Within 24 hours | Within 72 hours* | Regular progress communication |
Low | Minor issues, feature requests, documentation queries | Self-service | N/A | Comprehensive resources at docs.louper.io; feature requests tracked for roadmap |
* Subject to complexity
3.3 Recovery Objectives
Our commitment to business continuity:
- Swift Recovery: Aiming to restore core services within 1 hour of a critical service disruption
- Enterprise Priority: Your operations receive priority restoration
- Proactive Communication: Regular updates during any recovery process
3.4 Priority Support Requirements
For Priority Support to be received, Enterprise customers must provide the following details:
- The Stripe email to be used for billing.
- A point of contact (POC) for billing issues.
- A POC for technical issues, troubleshooting, and integrations.
- A Creative Contact for all matters related to running Louper rooms and utilizing features.
To qualify for Priority Support, emails must originate from the company's official domain or one of the authorized addresses provided in the previous clause. Failure to comply with this requirement may result in the unavailability of Priority Support, with Louper bearing no responsibility for such circumstances.
4. Feature Development & Enhancement
4.1 Feature Requests
We value your input in shaping our platform:
- Thoughtful Evaluation: All requests reviewed within 30 days
- Transparent Timeline: Implementation within 6 months if approved
- Custom Solutions: Tailored development options available through separate agreement
4.2 Bug Fixes
Your success is our priority:
- Critical Issues: Immediate attention with live technical support
- Ongoing Improvements: Continuous platform enhancement
- Clear Communication: Regular updates on fix progress
5. Service Credits
5.1 Monthly Uptime Credit Schedule
We stand behind our service commitments with the following credit structure:
- Below 99.9% but above 99.5%: 5% credit of monthly fees
- Below 99.5% but above 99.0%: 10% credit of monthly fees
- Below 99.0% but above 95%: 15% credit of monthly fees
- Below 95%: 20% credit of monthly fees
5.2 Credit Process
To ensure fair and efficient credit administration:
- Credit requests must be submitted to support@louper.io within 30 days of incident
- Approved credits apply to the next billing cycle
- Maximum credit per month: 20% of monthly service fees
- Credits are calculated based on verified downtime
6. Exclusions
For transparency and clarity, the following situations are excluded from SLA calculations:
- Scheduled maintenance windows with proper notification
- Extraordinary events beyond our control, such as:
- Natural disasters (earthquakes, floods, severe weather)
- Acts of war or terrorism
- Public health emergencies or pandemics
- Government actions or restrictions
- Internet service provider failures
- Major public infrastructure failures
- Regional or national power outages
- Issues caused by customer actions or configurations
- Third-party service disruptions outside our control
- Service suspensions due to Terms of Service violations
- Issues arising from customer's hardware, software, or network connectivity
- Beta features or services explicitly marked as such
7. Measurement & Resolution
7.1 Monitoring
To maintain our high standards of service:
- Continuous platform monitoring through status.louper.io
- Direct access to support@louper.io for immediate monitoring concerns
- Transparent status updates during any service incidents
7.2 Review Periods
Based on ITIL service measurement standards:
- Monthly performance monitoring
- Quarterly service level evaluations
- Annual SLA review and updates if needed
8. Changes & Amendments
To ensure this SLA remains current and effective:
- Louper reserves the right to modify this SLA without notice
- Material changes will be communicated via email and in-app notifications
- Changes will not reduce the fundamental service level commitments without customer consent
9. Contact Information
We're here to help you succeed:
- Support: support@louper.io
- Enterprise Account Management: duvan@louper.io | alex@louper.io
- Platform Status: status.louper.io
Our Promise
At Louper, we understand that our platform is an integral part of your business operations. This SLA represents more than just commitments—it's our promise to provide you with the exceptional service and support you deserve. As we continue to innovate and improve, our dedication to your success remains unwavering.