Service Level Agreement

Last Updated: June 30, 2023

Service Commitment

Uptime, Maintenance and Updates

LoanWorx commits to:

• 24/7 Platform Availability: Providing platform access around the clock
• Platform Operations: Operating and maintaining the platform infrastructure
• Regular Updates: Making generally available updates and improvements
• Material Update Notice: Providing advance notice of significant platform changes

Data Retention

LoanWorx will:

• Retain customer data according to standard archival obligations and legal requirements
• Potentially delete customer data after service termination, subject to retention policies
• Maintain other business information for legitimate operational interests
• Provide data export capabilities upon reasonable request

Performance Standards

Platform Availability

We strive to maintain 99.9% uptime during business hours (9 AM - 6 PM EST, Monday-Friday) and 99.5% uptime during all other hours.

Response Times

Standard document processing is completed within 5 minutes for files under 50 pages during normal operating conditions.

Support Response

• Critical Issues: 2 hours during business hours
• High Priority: 4 hours during business hours
• Medium Priority: 8 hours during business hours
• Low Priority: 24 hours during business days

SLA Exclusions

The service commitment does not apply to unavailability caused by:

• Customer-Initiated Issues: Suspension or termination initiated by the customer
• User Rights Termination: Account suspension due to terms of service violations
• Scheduled Maintenance: Planned maintenance windows with advance notice
• Customer System Issues: Platform problems related to customer systems or configurations
• Urgent Maintenance: Emergency maintenance required for security or stability
• Force Majeure Events: Natural disasters, government actions, or other events beyond our control
• Internet Service Provider Failures: Issues with external internet connectivity
• Third-Party Services: Failures of integrated third-party services

Service Limitations

LoanWorx acknowledges the following limitations:

• Security Guarantee: We do not guarantee completely secure platform operation, though we implement industry-standard security measures
• Internet Communications: We are not responsible for internet-related communication problems beyond our control
• Electronic Communication Inherent Limitations: Electronic communications have inherent vulnerabilities that we cannot completely eliminate
• Third-Party Dependencies: Our service relies on various third-party providers whose availability may affect our services

Maintenance Windows

Scheduled maintenance is performed during off-peak hours with 48 hours advance notice whenever possible. Emergency maintenance may be performed with minimal notice when required for security or system stability.

Service Credits

Service credits may be available for downtime exceeding our SLA commitments:

• Credits are calculated on a pro-rata basis
• Credits apply only to documented outages exceeding SLA thresholds
• Credits must be requested within 30 days of the incident
• Credits are provided as account credits for future services

Reporting and Monitoring

We maintain monitoring systems to track platform performance and will provide status updates during significant service disruptions through our designated communication channels.

Contact Information

For service-related inquiries or to report issues, please contact us at: