Service Level Agreement

• Workspace. The signed-in CaseAgent application used by the firm's seats, including matters, documents, deadlines, seats, the audit log and export.
• Agent. The CaseAgent function that works a matter on request and returns drafts, summaries and analysis inside the workspace.
• Downtime. A period of at least one consecutive minute during which the workspace cannot be signed into or loaded, or the agent fails every request, for all seats of the firm, as confirmed by CaseAgent's service records together with any evidence the firm provides. Slowness, or an error affecting a single document or request, is not Downtime.
• Monthly Uptime Percentage. The total minutes in the calendar month, minus the minutes of Downtime, divided by the total minutes in the month, expressed as a percentage. Minutes excluded under section 03 are not counted as Downtime.
• Monthly Fee. The Enterprise fee for the affected month. On monthly billing this is the amount invoiced for that month, currently $1,798. On yearly billing it is one twelfth of the yearly fee, currently $899.
• Business hours and business days. 9:00 to 17:00 Eastern Time, Monday to Friday, excluding US federal holidays.

The following do not count as Downtime:

• Scheduled maintenance announced to the firm owner by email at least 48 hours in advance. Maintenance without that notice counts as Downtime.
• Causes on the firm's side, such as the firm's own network, devices, browser settings, firewall or email filtering, seats switched off by the firm, misuse contrary to the Terms of Service, or a suspension for non-payment.
• AI model provider outages. If the agent is unavailable solely because the third-party AI model provider is down, for reasons beyond CaseAgent's reasonable control, that time is excluded as long as the workspace itself stays available, meaning the firm can still sign in, open matters, read and download documents, see deadlines and export. If the workspace itself is down at the same time, the time counts as Downtime.
• Force majeure, such as natural disasters, acts of government, war, large-scale internet failures outside CaseAgent's hosting, or attacks that could not be prevented with reasonable measures.

If the Monthly Uptime Percentage in a calendar month falls below the commitment, the firm receives a credit calculated as a share of the Monthly Fee for that month:

• Below 99.9% but at least 99.0%, a credit of 10%.
• Below 99.0% but at least 95.0%, a credit of 25%.
• Below 95.0%, a credit of 50%.

Credits are applied to the firm's next invoice. They are not paid out in cash and have no value outside the CaseAgent subscription. The total credit for any calendar month is capped at 50% of the Monthly Fee. If the subscription ends before a credit can be applied, CaseAgent refunds the credit amount.

Service credits are the firm's sole and exclusive remedy for a failure to meet the uptime commitment. They do not limit the firm's other rights under the Terms of Service or the Data Processing Agreement, such as the right to cancel.

The firm owner requests a credit by email to [email protected] within 30 days after the end of the month in which the Downtime occurred. The request should give the firm name, the dates and approximate times of the Downtime, and what the seats saw (for example, an error page or a sign-in that did not load).

CaseAgent reviews each request against its service records and replies with its decision and the calculation. Requests from anyone other than the firm owner, or received after the 30-day window, are not eligible.

Enterprise firms reach support by email at [email protected]. CaseAgent aims to send a first response within these times:

• Workspace outage (the workspace cannot be signed into or loaded for the firm), within 4 business hours.
• All other questions, including how-to questions, billing and account changes, within 1 business day.

A first response is a reply from a person who has read the request and either resolves it or sets out the next concrete step. Response targets are goals for the first reply, not a promise of a fix within that time, and missing a response target does not give rise to a service credit. For a faster start on an outage, put "Workspace outage" in the subject line.

The workspace can send deadline reminders by email. CaseAgent makes reasonable efforts to send them on time, but email delivery depends on systems outside its control, including the firm's own mail filtering, and a reminder can be late, filtered or lost.

This SLA does not guarantee that any legal deadline is calculated correctly, calendared, or met. Deadline calculations produced by the agent are AI output and must be verified against the applicable rules and court orders. The responsible attorney remains solely responsible for every deadline, and should keep the firm's own docketing practice in place. A late or missing reminder is not Downtime and does not give rise to a service credit or any other liability.

CaseAgent may update this SLA by giving the firm owner at least 30 days' notice by email. An update does not reduce the uptime commitment or the service credits during a yearly term already paid for. The date at the top of this page shows the current version.

Questions about this SLA go to [email protected]. More on reaching the team is on the contact page.