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Support and Service Level Terms

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Other than for Evaluation Customers, these Support and Service Level Terms are part of Your Terms with Counsel AI. Any capitalized terms used but not defined in this Support and Service Level Terms have the meaning set forth in the Terms.

  1. SUPPORT.
    1. We currently provide support through access to our documentation as well as via email directed to support@harvey.ai which is monitored during standard US business hours. Counsel AI takes reasonable care to respond to requests for support in not more than two US business days.
    2. We continuously explore ways to refine and improve our support resources, and we will provide Notice to you as we update this aspect of our offering.
  2. SERVICE LEVELS.
    1. Counsel AI will use commercially reasonable steps to make the Services available to You at least 99.5% of each calendar month (the “Availability Commitment”).
    2. “Monthly Uptime Percentage” is calculated as ([Total number of minutes in the calendar month] - [Total minutes of Downtime in the calendar month] * 100 / [Total number of minutes in the calendar month]. “Downtime” is any event under Counsel AI’s or its subcontractors’ reasonable control that causes the Platform to become generally unavailable to Your users.
    3. In the case where your Monthly Uptime Percentage falls below our Availability Commitment, upon Notice by You, Counsel AI will provide you a “Service Level Credit” based on a percentage of your Per Seat Cost (as set forth in Your currently operative Order Form) multiplied by the number of Seats in the operative month as indicated in the chart below. Such Service Level Credit will be your exclusive remedy. Any request for a Service Level Credit must be received within 10 days of the end of the month for which the Service Level Credit is being sought.

      Monthly Uptime Percentage

      Service Level Credit Percentage

      99.5% or higher

      None

      Under 99.5% but greater than or equal to 99%

      10% of Per Seat Cost in the relevant month relating to Services impacted by the uptime failure

      Under 99% but greater than or equal to 95%

      25% of the Per Seat Cost in the relevant month relating to Services impacted by the uptime failure

      Under 95%

      50% of the Per Seat Cost in the relevant month relating to Services impacted by the uptime failure
    4. You are not entitled to any service level adjustment for:
      1. Equipment or software failure under Your control;
      2. Your or Your Users inability to connect to the Internet;
      3. Your failure to utilize the Platform in conformity with our documentation;
      4. Force Majeure events;
      5. Use of the Platform’s features that are designated as Preview Features (that is, beta functionality); and
      6. Use of the Platform for unpaid or evaluation purposes.