Welcome to our Service Level Agreement!
Last updated on 28th May 2026
This Service Level Agreement applies to entities subscribed to Whisperly, unless agreed otherwise.
All terms used herein beginning with a capital letter shall have the meaning defined in the Terms of Use.
1Services
Lexelerate OÜ will provide Services to the Customer, including any corrections, changes, or workarounds for any defects, errors, or malfunctions in Whisperly discovered by Lexelerate OÜ or the Customer.
2Categories 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 |
Customer 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 (Monday to Friday, excluding public holidays) 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.
3Service 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 | 5% |
| Response delayed by more than twice but less than three times the agreed response time | 10% |
| Response delayed by three times or more than the agreed response time | 15% |
*Service credits are calculated on monthly subscription fees. Where the Customer has subscribed on an annual basis, the monthly fee for the purpose of calculating Service credits shall be determined as one-twelfth (1/12) of the annual subscription fee.
Maximum monthly cap: The maximum service credit for any given month shall not exceed 30% of the monthly fee for Customer's current plan. In addition, the total amount of service credits shall not exceed 100% of Customer'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.
4Credit Request Process
Customer 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.
5Exceptions
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 Customer's use of Whisperly and Service contrary to the Agreement between the parties or any instructions provided by Lexelerate OÜ;
- if Customer 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 Customer's device;
- if the Incident has occurred as a result of a force majeure event;
- if Customer fails to pay due fees until such fees are paid in full.