01 Scope
1.1 This SLA applies to the production environment: app.legalbricks.io, the End Customer Portal and the Service’s APIs.
1.2 This SLA does not apply to the demo, test and sandbox environments or features marked as beta.
02 Service level: best effort
2.1 Brieflie provides the Service on a best-effort basis and aims for high availability. Brieflie does not guarantee any specific uptime.
2.2 Response times, update targets and recovery targets in this SLA are targets. Failure to meet them does not constitute breach and does not entitle the Customer to a price reduction or service credits.
2.3 Clauses 2.1 and 2.2 do not apply to the extent Option A (clause 13) has been agreed in the Order.
03 Support hours and channels
3.1 Support is provided on Business Days from 09:00 to 16:00 Danish time via support@legalbricks.io. Support is provided in Danish and English.
3.2 Critical incidents (P1) outside support hours are reported on +45 52 30 77 15 . Brieflie responds on a best-effort basis.
3.3 Support is provided to the Customer’s administrators and named contact persons. End Customers are referred to the Customer.
04 Prioritisation and response times
4.1 Brieflie determines the priority based on the table below. The Customer may request a change of priority, stating its reasons.
| Priority | Definition | Examples | Target response time | Status updates |
|---|---|---|---|---|
| P1 Critical | The Service is unavailable to all Users, or a personal data breach is suspected | Login fails for all; sanctions screening is out of service | 2 hours within support hours | Every 4 hours within support hours |
| P2 High | A material feature is unavailable or faulty without a workaround | Transaction data is not loaded; reviews are not created; the End Customer Portal is down | 4 hours within support hours | Daily |
| P3 Normal | Error with a workaround or limited impact | Report fails; error affecting a single User | 1 Business Day | Upon resolution |
| P4 Low | Questions, cosmetic errors and requests | Questions about configuration | 3 Business Days | Upon reply |
4.2 Response time runs from receipt of a complete error report until Brieflie’s confirmation and commencement of troubleshooting. No resolution times are given.
05 Error reporting
5.1 An error report must state the Customer, User, time, affected Modules, a description of the error and any error messages.
5.2 The Customer must refer to customer relationships and transactions using the Service’s internal ID and not by names, CPR numbers or documents. Screenshots must not contain more personal data than necessary.
06 Maintenance
6.1 Planned maintenance causing downtime is notified to the Customer’s administrators at least 5 Business Days in advance. It is carried out, as far as possible, between 18:00 and 06:00 or at weekends.
6.2 Emergency maintenance to remedy security vulnerabilities or critical errors may be carried out without notice. The Customer is informed as soon as possible.
6.3 New versions are rolled out continuously and, as a rule, without downtime.
07 Third-Party Data
7.1 Brieflie aims to load changes to the EU consolidated list of financial sanctions no later than 24 hours after publication. The same applies to other sanctions lists specified in the Order.
7.2 PEP data and adverse media data are updated according to the provider’s update frequency as set out in the Service’s documentation.
7.3 Existing customer relationships are automatically rescreened against changed lists. Brieflie aims to complete rescreening no later than 24 hours after loading.
7.4 A delay of more than 48 hours in updating a list is treated as P2 and notified to the Customer’s administrators. The Customer should have a contingency procedure for screening in case the Service is not up to date.
08 Backup and recovery
| Parameter | Target |
|---|---|
| Backup frequency | Daily |
| Backup retention | 30 days |
| Location | Separate location in Germany |
| Maximum data loss (RPO) | 24 hours |
| Recovery time (RTO) | 24 hours |
| Restore test | At least twice a year |
09 Incident communication
9.1 In the event of P1 and P2 incidents, Brieflie notifies the Customer’s administrators and contact persons by email no later than 4 hours after Brieflie has classified the incident.
9.2 The notification states the time of detection, affected Modules, the approximate number of affected customer relationships and transactions, the preliminary cause and the expected course.
9.3 For P1 incidents, Brieflie submits a written incident report with root cause and preventive measures within 10 Business Days.
9.4 If the Customer is a financial entity subject to DORA, Brieflie provides the information the Customer needs for reporting under Article 19 DORA at the pace the deadlines require, see clause 19.5 of the Terms. Personal data breaches are handled under clause 8 of the Data Processing Agreement.
10 Exclusions
This SLA does not cover circumstances caused by (a) the Customer’s systems, integrations, data or internet connection, (b) the sources of Third-Party Data, (c) use in breach of the Terms or the documentation, (d) the Customer’s instructions or configuration, (e) suspension under clause 8.6 of the Terms or (f) force majeure.
11 Customer cooperation
The Customer must appoint at least one administrator and one technical contact person, keep contact details up to date and assist in troubleshooting, including by providing test cases.
12 Reporting
Upon request, Brieflie provides a quarterly overview of P1 and P2 incidents, planned maintenance and update times for sanctions lists.
13 Option A: Guaranteed availability
Clause 13 applies only if agreed in the Order.
13.1 Brieflie guarantees an availability of 99,5 % per calendar month for the production environment.
13.2 Availability is calculated as follows:
Availability (%) = (Measurement time − Downtime) / Measurement time × 100
Measurement time is the total number of minutes in the month less planned maintenance under clause 6.1 and exclusions under clause 10.
13.3 Downtime means periods during which Users cannot log in, open customer relationships, perform screening or open reviews. Downtime is measured by Brieflie’s external monitoring at 1-minute intervals. Continuous periods of less than 5 minutes are not counted.
13.4 If availability falls below the guarantee, the Customer is credited a percentage of the month’s fee:
| Availability in the month | Service credit |
|---|---|
| Below 99.5% and at least 99.0% | 5% |
| Below 99.0% and at least 98.0% | 10% |
| Below 98.0% | 20% |
13.5 Service credits must be claimed in writing within 30 days after the end of the month. They are set off against the next invoice and are not paid out. Service credits are capped at 20% of the month’s fee.
13.6 Service credits are the Customer’s sole remedy for lack of availability. However, availability below 98.0% in three consecutive months or in four months within 12 months constitutes material breach.
13.7 Extended support hours and guaranteed RPO and RTO may be agreed in the Order. If the Service supports a critical or important function under DORA, Option A must be supplemented by the addendum under clause 19.9 of the Terms.