Legal Center
Here you will find the terms and policies governing your relationship with Whisperly when you subscribe to any Whisperly plan or engage Whisperly for consulting services, in addition to any specific terms agreed upon in writing.
Service Level Agreement (SLA)
Last updated on 28th May 2026
This Service Level Agreement applies to entities subscribed to Whisperly, unless agreed otherwise.
1. Services
Lexelerate OÜ will provide Services to the Users of the entities subscribed, including any corrections, changes, or workarounds for any defects, errors, or malfunctions in Whisperly discovered by Lexelerate OÜ or the User.
2. Categories of Incidents, Response, and Resolution Time
Lexelerate OÜ shall respond to the Incident Report and resolve problems in accordance with the severity levels indicated below.
| Incident Type | Response Time | Resolution Time |
|---|---|---|
| Priority 1, Incidents that render Whisperly completely unusable, causing severe disruptions or critical errors that significantly impact functionality or security | Within 8 business hours upon Incident Report being submitted | Reasonable commercial effort |
| Priority 2, Incidents that cause a significant or ongoing interruption of critical functionalities that cause significant inconvenience to the User. While Whisperly remains functional, this bug significantly impacts the productivity and usability of the system | Within 16 business hours upon Incident Report being submitted | Reasonable commercial effort |
| Priority 3, Incidents that cause limited interruptions of non-critical functionalities of Whisperly or cause moderate inconvenience to the User | Within 24 business hours upon Incident Report being submitted | Reasonable commercial effort |
| Priority 4, Incidents that have minimal impact on the functionality or usability of Whisperly, including any general issues or inquiries of the User | Within 72 business hours upon Incident Report being submitted | Reasonable commercial effort |
Each User is obliged to cooperate with Lexelerate OÜ and to provide all the necessary and reasonable assistance to Lexelerate OÜ in resolving the Incident. The Incident Report and Lexelerate OÜ support will be carried out via office@lexelerate.ai.
The Lexelerate OÜ support team will provide assistance and support between 9 AM and 5 PM CET on business days in the Republic of Serbia, and the Response time for any Incident Reports or other inquiries received outside of such business hours shall commence the next business day in the Republic of Serbia.
3. Service Credit for Delays
If Lexelerate OÜ fails to meet the specified Response time set out in this Order Form, User shall be entitled to request service credits as follows:
| Delay Duration | Credit Amount |
|---|---|
| Response delayed by up to twice the agreed response time | 10% |
| Response delayed by more than twice but less than three times the agreed response time | 20% |
| Response delayed by three times or more than the agreed response time | 30% |
Maximum monthly cap: The maximum service credit for any given month shall not exceed 100% of the monthly fee for User's current plan. In addition, the total amount of service credits shall not exceed 200% of User's monthly fees for the applicable plan within any rolling 12-month period. Once this super cap is reached, no further service credits shall be issued until the rolling 12-month period resets.
Service credits are non-transferable, non-refundable, and cannot be exchanged for cash or any other form of monetary compensation. In the event of termination of the Agreement for any reason, any unused service credits shall be forfeited and will not be available for use, refund, or any other form of compensation.
4. Credit Request Process
User must submit a written request for the service credit within 7 days of the Incident. If the request is valid, Lexelerate OÜ will apply the credit to the User's account for the subsequent billing cycle.
5. Exceptions
Lexelerate OÜ shall not be obliged to respond to the Incident Report and remedy the Incident in the following cases:
- if the Incident has occurred as a result of the User's use of Whisperly and Service contrary to the Agreement between the parties or any instructions provided by Lexelerate OÜ;
- if the User had prevented or interfered with the provision of the Response by Lexelerate OÜ;
- if the Incident has been caused by the unauthorized modifications of Whisperly or other Software, including the modifications by use of third-party software;
- if the Incident occurred as a result of a security breach of the User's device;
- if the Incident has occurred as a result of a force majeure event;
- if the User fails to pay due fees until such fees are paid in full.