Enterprise SLA

‍

3. Customer Must Request Service Credit.

Customer may monitor the Service Monthly Uptime Percentage via LocalStack’s “Service Status Page” located here: https://localstack.statuspage.io/. In order to receive Service Credit, Customer must notify LocalStack within 30 days from the time Customer becomes eligible to receive a Service Credit under the terms of this Agreement. Failure to comply with this requirement will forfeit Customer’s right to receive Service Credit. LocalStack will establish whether a Service Level Warranty failure has occurred and whether any Credit is due in its sole discretion.‍

4. Maximum Service Credit.

The aggregate maximum amount of Service Credit to be issued by LocalStack to Customer for all Downtime that occurs in a single calendar month will not exceed 15 days.  Service Credit may not be exchanged for, or converted into, monetary amounts.

5. Exclusions.

The Service Level Warranty does not apply to any performance issues that: (i) are caused by riots, insurrection, fires, flood, storm, explosions, acts of God, war, terrorism, earthquakes, or any other causes that are beyond LocalStack’s reasonable control so long as LocalStack uses commercially reasonable efforts to mitigate the effects of such force majeure; (ii) resulted from any aspect of the Customer Environment or third-party equipment, applications or services (e.g. Customer’s internet connection), or both; or (iii) resulted from Customer’s violation of the Agreement.

6. Exclusive Remedy.

This SLA sets forth Customer’s sole and exclusive remedy for any failure by LocalStack to meet the Service Level Warranty.

7. Chronic Failure & Termination Right.

Customer shall have the right to terminate the Agreement upon notice to LocalStack in the event LocalStack fails to substantially comply with the Service Level Warranty as follows: (a) if the Service Level Warranty is not met on two (2) or more separate occasions in a 1 month period; or (b) if the Service Level Warranty is not met on three (3) or more separate occasions in a 6 month period.

‍

Exhibit B
SUPPORT SERVICES SCHEDULE

This Support Services Schedule to the Order Form is made a part of and incorporated by reference into the MSA between LocalStack and Customer and sets forth the terms on which LocalStack provides technical support (“Support”) to Customer (“Support Terms”) for the Service.

1. Definitions.

“Error” means a failure of the Service or Software to conform to the published specifications, resulting in the inability to use, or material restriction in the use of, the Service or Software.

“Escalation” means the process by which LocalStack will work continuously, and at multiple levels of its organization, to resolve an Error if not resolved within the specified Resolution Times set forth in the tables below.

“Start Time” means the time at which LocalStack first becomes aware of an Error during LocalStack’s regular business hours, following initiation of a Support case by Customer in accordance with Sections 2 and 3, below.

2. General.

During a Subscription Term, LocalStack will provide the Support described in these Support Terms. LocalStack provides Support during normal business hours (9am – 5pm, EU time, Monday - Friday).

3. Contacts.

Customer may initiate a Support case, with an authenticated Authorized User email address, by emailing support@localstack.cloud or opening a ticket via LocalStack’s ticketing portal (located here: https://support.localstack.cloud). Customer may initiate an unlimited number of Support cases.

4. Service & Software Support Priority Levels and Timeframes.

1. Priority Determination by LocalStack. LocalStack will establish the Priority Level of an Error and the corresponding Support case in its sole discretion and will use its best efforts to adhere to the Response Times and Resolution Times set forth in the tables below for the Service and Software. If an Error is not addressed within the Resolution Time set forth in the tables below, LocalStack will commence an Escalation.
2. LocalStack Web Application and API Server Service Support / Priority Levels & Timeframes. The following Priorities, Response and Resolution Times apply to the LocalStack Web Application and LocalStack API Server aspects of the Service only. Response Times and Resolution Times are calculated from the Start Time.
   ‍

   Priority Level	Description	Response Time	Resolution Time
   1	Major Impact: The Service is inoperable with a serious degradation in performance due to an Error in the Service where all Authorized Users cannot reasonably continue to use the Service because of the Error, the Error cannot be circumvented with a workaround, and it affects each Authorized User’s ability to perform its business.	up to 2 hours	up to 8 hours
   2	Minor Impact: An Authorized User experiences a performance, operational, or functional issue in its use of the Service, attributed to an Error in the Service, that can be circumvented with a workaround, and the Error causes only minimal impact to the User’s ability to use the Service.	up to 4 hours	up to 24 hours
   3	General Questions: No issue with performance or operation of the Service. These include standard questions on configuration, dashboard functionality, or Documentation clarification.	up to 3 days	up to 7 days

3. LocalStack Pro Software Support. The following Priorities, Response and Resolution Times apply to the LocalStack Pro Software only.
   ‍

   Priority Level	Description	Response Time	Resolution Time
   1	Major Impact: Installation failure or critical setup issues with respect to the LocalStack Pro Software preventing the LocalStack Pro from running, that are unrelated to the Customer Environment.	up to 2 hours	up to 24 hours
   2	Moderate Impact: Critical LocalStack Pro Software emulator functionality issues preventing an Authorized User’s use of LocalStack Pro, attributed to an Error in LocalStack Pro, that can be circumvented with a workaround including a prior LocalStack Pro image, and the Error causes only minimal impact to the User’s ability to use the Software and/or connect to the Service via the Software.	up to 24 hours	up to 7 days hours
   3	Minor Impact: Non-critical LocalStack Pro Software emulator functionality issues related to functionality and API operations already implemented.	up to 3 days	up to 14 days
   4	*No Severity: Missing Software emulator functionality that is known not to be implemented (as set forth in the Documentation).	up to 7 days	up to 30 days

5. Conditions, Exclusions, and Termination.

1. Conditions. LocalStack’s obligation to provide Support is conditioned upon the following: (i) Customer makes reasonable efforts to solve the Error after consulting with LocalStack; (ii) Customer provides LocalStack with sufficient information and resources to correct the Error, as well as any and all assistance reasonably requested by LocalStack; and (iii) Customer procures, installs, and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to access and operate the Service.
2. Exclusions. LocalStack is not obligated to provide Support in the following situations: (i) the problem is caused by Customer’s negligence, hardware malfunction, or other causes beyond the reasonable control of LocalStack; (ii) the problem is caused by Customer’s excessive use of the Service and/or Software contrary to the specifications set forth in the Documentation that causes damage to, or adversely affects, server or network capacity or Service infrastructure (e.g., ; (iii) the problem is with third party software not licensed through LocalStack; or (iv) Customer fails to pay any amount that is payable to LocalStack within the timeframe for payment specified in the MSA.
3. Termination. LocalStack reserves the right to conclude its performance of a Support case when, in its reasonable discretion, LocalStack determines that it has provided a satisfactory resolution or workaround to the Error.
4. Chronic Failure & Termination Right. Customer shall have the right to terminate the Agreement upon notice to LocalStack in the event LocalStack fails to substantially comply with these Support Terms as follows: (a) with respect to Priority 1 Errors, on two (2) or more separate occasions; or (b) with respect to Priority 2, 3, or 4 Errors, substantially comply on three (3) or more separate occasions where Customer reasonably determines that such failure to comply has materially impacted the Services.