Service Level Agreement
Lasso Inc. (SLA) – Service Level Agreement
This Service Level Agreement (“SLA”) is incorporated into and governed by the Lasso Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.
1. Definitions
For purposes of this SLA:
● “Uptime” means the Merchant’s ability to utilize the checkout product and process transactions on the Lasso Platform.
● “Permitted Downtime” means downtime resulting from:
○ Scheduled maintenance with prior notice (see Section 6);
○ Emergency maintenance to address security or critical bugs;
○ Force majeure events as defined in the Terms of Service;
○ Outages or degraded performance caused by third-party providers, payment networks, or internet carriers outside Lasso’s reasonable control;
○ Merchant’s acts, omissions, or misuse of the Services.
2. Service Availability and Uptime Commitment
Lasso will use commercially reasonable efforts to make the Lasso Platform available with 99.9% Uptime per calendar month, as defined in Section 1. Uptime is measured by Lasso’s internal monitoring systems.
3. Service Remedies (Credits)
If Uptime falls below the commitment in Section 2, Merchant may request a Service Credit. The Service Credit amount will be based on the monthly platform fees for the affected month. Service Credits must be requested within 30 days of the end of the affected month and will be applied to the next invoice. Service Credits are the sole and exclusive remedy for failure to meet uptime commitments, and do not limit Merchant’s rights or obligations under Section 19 (Suspension; Term; Termination) of the Terms of Service.
4. Support and Response Times
Lasso provides support during Business Hours (9:00 a.m.– 6:00 p.m. ET, Monday–Friday, excluding U.S. holidays). Merchants may contact support through the dashboard or via [admin@lassocart.com].
Target initial response times:
● Critical (checkout outage or full platform inoperability): within 1 business hour.
● High (material functionality failure, no workaround): within 4 business hours.
● Medium (partial impairment, workaround available): within 1 business day.
● Low (minor issue, general inquiry): within 2 business days.
5. Exclusions and Limitations
The Uptime commitment does not apply to Permitted Downtime as defined in Section 1. Service Credits are capped at 50% of the monthly platform fees for the affected month. No cash refunds are provided. SLA remedies do not apply to accounts that are past due or otherwise in breach of the Terms of Service.
6. Security and Compliance
Lasso will maintain administrative, technical, and organizational measures designed to protect the confidentiality, integrity, and availability of Merchant and Customer data. Lasso complies with PCI DSS requirements applicable to its role, and will notify Merchant of any Personal Data Breach within 72 hours of confirmation.
7. Maintenance Windows
Lasso may perform scheduled maintenance that may affect availability. Lasso will provide at least 48 hours’ prior notice for scheduled maintenance windows. Emergency maintenance may be performed at any time if required to address security vulnerabilities or critical bugs; Lasso will provide notice as practicable.
8. Escalation Paths
Merchants may escalate unresolved issues through the following path:
Submit a support ticket via dashboard/email.
Escalation to Lasso Support Lead.
Escalation to Technical Operations Manager.
Escalation to Lasso Executive Contact.
Lasso will use commercially reasonable efforts to keep Merchant informed throughout the escalation process, including interim updates during ongoing incidents.
9. Limitations of SLA
This SLA does not guarantee uninterrupted service. Service Credits, as outlined in Section 3, are the Merchant’s sole and exclusive remedy for failure to meet the commitments herein. Nothing in this SLA expands Lasso’s liability beyond the limitations stated in the Terms of Service. Liability is further limited by Section 18 of the Terms of Service.
10. Amendments
Lasso may update this SLA from time to time. Material changes will be communicated through the Merchant dashboard or by email. Continued use of the Services after the effective date of any update constitutes acceptance of the revised SLA.