Service Level Agreement
Last updated: September 22, 2026
This Service Level Agreement (“SLA”) is part of the Terms of Service between Proserus, Inc. and each firm on a paid Proserus Legal plan. It does not apply to trials, free or unpaid accounts, or features labeled beta or preview. The figures marked as targets are commitments Proserus makes about its own service; they are not certifications.
1. Availability Target
Proserus targets 99.9% Monthly Uptime for the Service. “Monthly Uptime” is the percentage of minutes in a calendar month during which the Service was available, excluding the minutes described in Section 3. The Service is “unavailable” when firm users cannot sign in or cannot load matters, contacts, time, billing, or documents because of a fault in Proserus-operated systems, as measured by our external monitoring.
99.9% allows for roughly 43 minutes of unplanned downtime in a 30-day month.
2. Service Credits
If Monthly Uptime falls below the target, the firm may request a credit against future fees for the affected month, calculated on the subscription fees (excluding AI credit overage and one-time charges) paid for that month:
| Monthly Uptime | Service credit |
|---|---|
| 99.0% to less than 99.9% | 10% of the monthly fee |
| 95.0% to less than 99.0% | 25% of the monthly fee |
| Less than 95.0% | 50% of the monthly fee |
To receive a credit, email support@proserus.com within 30 days after the end of the affected month with the dates and times of the unavailability you observed. We will confirm against our monitoring records and apply approved credits to the next invoice. Credits are the firm's sole and exclusive remedy for unavailability, cannot exceed 50% of the monthly fee, and are not paid in cash except at termination.
3. Exclusions
Unavailability caused by the following does not count against Monthly Uptime:
- scheduled maintenance announced at least 48 hours in advance and performed outside 7:00 a.m. to 7:00 p.m. U.S. Eastern time on business days, up to 4 hours per month;
- emergency maintenance needed to address a security vulnerability, with as much notice as practicable;
- outages or degradation of Microsoft 365, Microsoft Entra ID, Microsoft Graph, Microsoft Azure, Stripe, or an AI provider, or of the firm's own network, devices, or Microsoft tenant configuration;
- the firm's own bring-your-own-key AI provider account (rate limits, billing holds, revoked keys);
- suspension or throttling under the Terms of Service or Acceptable Use Policy;
- beta, preview, or early-access features;
- denial-of-service attacks or other events beyond our reasonable control, provided we have acted reasonably to mitigate them; and
- the firm's failure to apply a required update or configuration change we have notified.
4. Support Response Targets
Support is available by email at support@proserus.com. Business hours are 9:00 a.m. to 6:00 p.m. U.S. Eastern time, Monday through Friday, excluding U.S. federal holidays. Severity 1 issues may be reported at any time and should include “URGENT” in the subject line. Response targets are the time to a substantive first response from a person, not the time to resolution.
| Severity | Definition | First response target | Status updates |
|---|---|---|---|
| Severity 1 – Critical | The Service is unavailable for all users of the firm, or a security incident is suspected. | 1 hour, 24 hours a day, 7 days a week | Every 2 hours until resolved |
| Severity 2 – High | A core function (sign-in, matters, billing, trust ledger, documents) is unusable for many users, with no workaround. | 4 business hours | Each business day |
| Severity 3 – Normal | A feature is impaired but a workaround exists, or a non-core feature is unavailable. | 1 business day | On progress |
| Severity 4 – Low | Questions, how-to requests, and feature suggestions. | 2 business days | On resolution |
Proserus assigns severity in good faith based on the definitions above and may reclassify a ticket with an explanation.
5. Backup and Recovery Objectives
For data stored on Proserus-operated systems, we target a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 8 hours following a loss of the primary database. Documents in the firm's Microsoft 365 tenant are covered by Microsoft's service levels and the firm's own retention settings.
6. Status Page and Incident Communication
We notify firm administrators of Service-wide incidents by email within one hour of confirming them, and of scheduled maintenance at least 48 hours in advance. A public status page with incident history will be linked from this page when it is available. Security incidents are handled as described on the Security page.
7. Changes
We may update this SLA with at least 30 days' notice to firm administrators; changes will not reduce the availability target or credit amounts for the remainder of a prepaid term.
8. Contact
Proserus, Inc.
Support: support@proserus.com