August 2026
Support and Service Level Terms
1. Scope
These Support and Service Level Terms describe the support Lexapar provides to Clients of the Platform and the standards Lexapar applies in providing it. They form part of the agreement between Lexapar and the Client, and apply to every Client with a current paid subscription. Where these terms and that agreement conflict, the agreement prevails. These terms do not apply to any use of the Platform for which no fee is payable, including trials, evaluations and features made available for preview.
2. Definitions
“Platform” means the Lexapar platform and the Lexapar add-in for Microsoft Word, together with any interface through which Lexapar makes them available.
“Business Day” means Monday to Friday, excluding public holidays observed in Maharashtra, India.
“Support Hours” means the hours during which Lexapar provides support for a Ticket of a given severity level, as set out in clause 4.
“Support Hour” means an hour falling within Support Hours.
“Ticket” means a support request submitted by the Client in accordance with clause 3.
“Client Data” has the meaning given to it in the agreement between Lexapar and the Client.
3. How to obtain support
The Client may submit a Ticket by email to contact@lexapar.com. To enable Lexapar to respond, a Ticket should identify the affected user or environment, describe the issue and the steps that produce it, state the severity level the Client considers applicable under clause 4, and attach any relevant screenshots.
Lexapar will acknowledge each Ticket and assign a reference. The response times in clause 5 are measured from the time the Ticket is received.
Support covers faults in the Platform, questions on its intended use, and assistance with configuration. It does not extend to training beyond the Client’s onboarding, bespoke development, integration with systems not supplied by Lexapar, recovery of data lost through the Client’s own actions, or advice on the legal substance of the Client’s documents.
4. Severity levels
The Client states the severity level it considers applicable when submitting a Ticket. Lexapar will confirm that level, or propose a different one with reasons, when it first responds. Where the parties do not agree, the level proposed by the Client applies until the matter is resolved under clause 6.
P1 Critical
The Platform is wholly unavailable, or a core function cannot be used at all, and no workaround is available. A confirmed loss of Client Data, or a suspected security incident, is treated as P1 regardless of the number of users affected.
Lexapar does not load; document upload fails for all users; the Word add-in cannot connect to the service.
P2 Major
A significant function is impaired or unavailable for some users, but the Platform remains usable and a workaround is available.
Comparison fails on large documents; Playbook returns incomplete results; a single Client environment is materially degraded.
P3 Minor
A defect causing inconvenience without materially impairing use of the Platform, including cosmetic and documentation errors.
An incorrect label or heading; a formatting inconsistency on export; a screen that is slow but functioning.
Support coverage
Lexapar provides support according to the severity level of the Ticket:
• P1 Critical: at all times, on every day of the year
• P2 Major: 09:30 to 19:00 Indian Standard Time, on every day of the year including public holidays.
• P3 Minor: 09:30 to 19:00 Indian Standard Time, on Business Days.
Where the Client’s users are located outside India, Lexapar will agree equivalent coverage windows with the Client in the order form.
5. Response commitments
Lexapar will use commercially reasonable efforts to meet the following targets. They are measured during Support Hours only, except where stated otherwise.
P1 Critical
Within 2 hours during Support Hours, and otherwise as soon as reasonably practicable.
Every 4 Support Hours until normal use is restored
P2 Major
Within 8 Support Hours
At the close of each Business Day on which work is carried out
P3 Minor
Within 3 Business Days
On request
A first response means acknowledgement by a member of the Lexapar support team, confirmation of the severity level, and identification of the person responsible for the Ticket. An acknowledgement is considered a first response.
Lexapar does not commit to a period within which a Ticket will be resolved, because the work required depends on the cause of the issue. Lexapar will work continuously on P1 issues during Support Hours until normal use is restored, and will prioritise P2 issues ahead of routine development. A P1 or P2 issue is treated as resolved when normal use is restored, whether by correction or by a workaround that does not materially impair the Platform. Where a workaround is applied, Lexapar will tell the Client when it expects to release a permanent correction. P3 issues are scheduled into a future release.
6. Escalation
If the Client is not satisfied with the handling of a Ticket, it may escalate the matter to its Lexapar CTO, and thereafter to a member of the Lexapar senior team, allowing a reasonable interval at each stage. Escalation does not change the severity level of a Ticket or the targets applying to it.
7. Availability
Lexapar will use commercially reasonable efforts to keep the Platform available to the Client at all times, other than during maintenance carried out under clause 8 and in the circumstances described in clause 9. The Client acknowledges that no software service is available without interruption, and that Lexapar depends on third-party hosting and model providers whose availability it does not control. Lexapar does not warrant uninterrupted or error-free operation of the Platform. Lexapar monitors the availability of the Platform and will report on it to the Client on reasonable request.
8. Maintenance
Lexapar carries out routine maintenance on the Platform. It will give the Client at least 6 hours’ notice through a notification on the platform of any maintenance it expects to interrupt access, and will schedule such maintenance outside Support Hours wherever it is practicable to do so.
Where Lexapar considers it necessary to act without delay to preserve the security, integrity or stability of the Platform, it may carry out emergency maintenance without prior notice, and will inform the Client as soon as it is practicable to do so.
9. Circumstances outside these terms
These terms do not apply to any interruption, degradation or delay caused by:
Maintenance carried out in accordance with clause 8.
The Client’s equipment, network, internet connection or Microsoft environment, or any third-party service on which the Client relies to reach the Platform.
Use of the Platform otherwise than in accordance with its documentation or the agreement, including use exceeding any agreed limits.
Any modification, configuration or integration carried out by the Client or by a third party acting for the Client.
Suspension of the Platform in circumstances where Lexapar is entitled to suspend it under the agreement, including non-payment.
Any event beyond Lexapar’s reasonable control, including failure of a third-party hosting or model provider, network failure outside Lexapar’s own infrastructure, and other events of force majeure.
10. The Client’s responsibilities
The Client will nominate at least one contact authorised to submit Tickets and will keep those details current. The Client will provide the information Lexapar reasonably requires to reproduce and investigate a reported issue, respond to reasonable requests for further information, and keep any Lexapar add-in at a version Lexapar supports.
The targets in clause 5 do not run for any period during which Lexapar is materially prevented from progressing a Ticket because the Client has not provided information or access that Lexapar has reasonably requested.
11. Changes to these terms
Lexapar may amend these terms from time to time. Where an amendment would materially reduce the support or the targets described here, Lexapar will give the Client at least 30 days’ written notice, and the amendment will not take effect during the Client’s current subscription term without the Client’s agreement. The version in force is the one published by Lexapar as at the date the Client’s subscription term begins or renews.
