This SLA defines support delivery and, where the Software is provided as SaaS, its availability. The definitions from top.legal's general terms and conditions apply.
Preamble
top.legal GmbH, Trogerstr 19a 81675 Munich (hereinafter "Contractor" or "top.legal") has developed a web-based software solution for contract automation ("Software").
top.legal provides companies with an end-to-end platform for contract collaboration and management, with the goal of closing contracts faster and analysing contracts and individual clauses by negotiation time and time to close. The AI-enabled system offers contract creation, negotiation, e-signature and contract analysis and saves companies up to 90% of the time they normally spend on contracts.
This Service Level Agreement (SLA) defines the provision of support for the top.legal Software and, where it is provided as SaaS, its availability. The general terms and conditions for the use of software over the internet are available at https://www.top.legal/en/saas-terms-and-conditions.
Support and updates
Support comprises assistance and consulting for the Client in resolving issues using the Software, including the review, diagnosis and correction of material defects and errors of the Software and the provision of bugfixes, corrections, modifications, changes, enhancements, upgrades and new versions of the Software (updates) to ensure that the Software remains functional.
Support does not extend to issues with or damage to the Software caused by (i) negligence, misuse or improper operation by the Client, (ii) operation, use or storage/hosting of the Software not in accordance with the documentation or in disregard of top.legal's specifications or restrictions; (iii) modifications to the Software not made or authorised by top.legal; (iv) acts of third parties; (v) third-party products; and/or (vi) force majeure.
For every request or incident report, top.legal will assign a priority at its reasonable discretion in accordance with the criteria defined below. top.legal may consolidate redundant incident reports from the Client that relate to the same incident into a single incident report.
top.legal guarantees the availability and response times set out below for support. The response time represents the time between the Client's first request or incident report (by phone or electronically) and top.legal's first reply (by phone or electronically). Only time intervals within the availability times are relevant for the response time.
Contact & availability
Availability: Weekdays (except Saturdays): 9:00 – 17:00 (CET)
Phone: +49 89 262 00 609
Email: support@top.legal
Languages: German, English, French
| Priority | Description | Response time |
|---|---|---|
| 1 – Showstopper | The Software is no longer functional and the Client's business is severely impacted | Up to 3 hours |
| 2 – Critical | A Software function does not work as described and impacts the Software as a whole | Up to 8 hours |
| 3 – Major | A Software function does not work as described; the rest of the Software is not impacted | Up to 48 hours |
| 4 – Minor | Software functionality not impacted, general question | Up to 1 week |
top.legal always strives and places the highest value on resolving incidents as quickly as possible. However, it is not possible to define and guarantee fixed incident resolution times in advance, as incidents can be of many kinds and have manifold causes. top.legal will use best efforts to resolve incidents as quickly as possible and will keep the Client regularly informed about the progress of the resolution.
Error correction is generally carried out via remote maintenance or by accessing the Software hosted at top.legal. To enable support and software maintenance, the Client grants top.legal comprehensive and unrestricted access to the Software.
The Client appoints a support coordinator per location. Only the support coordinator will contact top.legal regarding support or report incidents.
Provision of the Software as SaaS
top.legal will make the Software available to the Client in top.legal's system environment in a logically separated account. top.legal provides the Software to the Client for remote access in a secure system environment. There is no transfer of the Software to the Client.
The Software is made available to the Client in its current version or release at any given time.
top.legal will make the Software available to the Client with an availability of at least 99.5% of the respective calendar month (the "Minimum Availability"). The Software is considered available in this context if there is an uninterrupted connection between the servers hosting the Software and the handover point to the internet, and the Client is able to log in and access the Software. The Minimum Availability does not apply to test and development servers.
top.legal is entitled to access the Software in order to verify the Client's compliance with the Software's terms of use, including remuneration; to perform diagnostics and analyses and to adjust the Software's settings to improve the performance and/or security of the Software, provided that such adjustments do not adversely affect the Client's use of the Software; to collect system data (no personal data) on the use of the Software in order to identify and remedy potential defects and errors of the Software; to perform statistical analyses; and to support research and development.