Service Level Agreement
1. Purpose of This Document
This document outlines the service level agreement (SLA), performance metrics, support expectations, and operational standards for LumoDoc by FortoLabs. LumoDoc by FortoLabs is a SaaS solution designed to extract structured data from documents (e.g., PDFs, images, spreadsheets) using intelligent classification and data extraction models.
Any commitments in this SLA apply only to generally available features of the Service. Features designated as “Beta”, “Pilot”, “Preview”, or “Trial” are provided “as-is” and are excluded from all Uptime, Accuracy, and Latency calculations.
2. Service Level Agreements
Latency
Each API request will be responded to within the processing time given below:
| Document Size | Target Processing Time |
|---|---|
| ≤ 5 pages | 60 seconds |
| between 6 and 10 pages | 5 minutes |
| between 11–99 pages | 15 minutes |
| >99 pages | 30 minutes |
API Rate Limits
- Maximum 10 API requests per minute
- Throttling will be applied if the limits are exceeded.
Service Uptime
- Target Service Uptime: 99%
- The Service Uptime guarantee does not apply to any unavailability, suspension, or termination of performance caused by:
- Maintenance is notified at least 24 hours in advance.
- Events outside of Forto’s reasonable control, including denial-of-service attacks, natural disasters, or outages of third-party upstream providers (e.g., AWS, Azure, OpenAI).
- Issues caused by the Customer’s equipment, software, or valid suspension of the Services by Forto (e.g., due to payment default).
- Performance and uptime metrics shall be measured and determined solely based on Forto’s system logs and monitoring tools. Customer’s own measurements (e.g., from client-side monitoring) shall not be decisive for the calculation of Service Levels.
Support & Response Times
Support is categorized by the severity of the issue:
| Severity | Description | Response Time | Resolution Time |
|---|---|---|---|
| P1 | A critical issue causing complete system failure or a major service outage. The core functionality of the Document AI service is not operational, with no workaround available. This impacts business continuity and requires immediate attention. | Within 30 minutes | Within 4 hours |
| P2 | A major functionality is impaired, but the system is still operational. The issue affects a significant portion of users or a core feature, with a workaround available or partial functionality retained. | Within 4 hours | Within 24 hours |
| P3 | A moderate issue or bug affecting non-core functionality or a small number of users. The overall system remains usable, and business operations are not critically affected. | Within 8 hours | Within 7 days |
| P4 | A low-priority issue, enhancement request, or cosmetic problem that has little to no impact on operations. The functionality of the service remains unaffected. | Within 24 hours | Within 30 days |
- Response and Resolution Times apply during Business Hours as defined in the LumoDoc by FortoLabs Subscription Terms only.
- “Resolution” means providing a permanent fix, a temporary workaround, or an action plan to resolve the issue. It does not necessarily mean the final restoration of full functionality if a workaround is available to mitigate the critical impact.
- Response and Resolution times are measured only during periods where Forto is actively working on the issue. The clock is paused during any time where Forto is waiting for information, access, or cooperation from the Customer (‘Waiting for Customer’).
3. Service Credits & Sole Remedy
In the event that Forto does not meet the Target Service Uptime of 99% in a given calendar month, the Customer shall be entitled to receive “Service Credits” as follows:
- Uptime < 99.0% but ≥ 95.0%: 5% of the Total Monthly Service Fees.
- Uptime < 95.0%: 10% of the Total Monthly Service Fees.
“Total Monthly Service Fees” shall mean the aggregate amount of fees payable by the Customer for the Service in the relevant calendar month, including fees for included volumes and any overage fees.
Service Credits must be requested by the Customer in writing within thirty (30) days of the end of the affected month. Service Credits will be applied against future subscription fees due under the Order Form. Service Credits are the Customer’s sole and exclusive remedy for any failure by Forto to meet the Service Uptime or other performance targets set forth in this SLA.