SLA

This Service Level Agreement (SLA) establishes the standards for the quality of services provided by Lenoos to its customers. This document clearly delineates Lenoos’ obligations and customer expectations, providing a framework to ensure the delivery of high-quality services.

1. Overview

This Agreement establishes a transparent and legally binding framework for the provision of Lenoos’ digital services to customers. Its objective is to ensure high-quality, reliable services and customer satisfaction. Lenoos is committed to adhering to the standards outlined herein and providing remedies in the event of non-compliance.

2. Definitions

LenoosA user-centric, intelligent platform for designing and publishing digital content, such as interactive catalogs, brochures, magazines, publications, and books, accessible at https://lenoos.com.
Platform:The suite of software and digital services provided under the Lenoos brand online.
Services SaaS (Software as a Service)Services where Lenoos provides its software and infrastructure on a subscription basis. Customers retain ownership of their brand and domain while using Lenoos’ infrastructure to deliver services to their users.
Services PaaS (Platform as a Service)Services where Lenoos provides its software and services on a subscription basis, but the infrastructure, brand, and traffic are provided by the customer, with Lenoos offering only technical support.
Software Bugs(Bug)Defects in software functionality that prevent the proper execution of expected features.
Cyberattack:Unauthorized activities such as Denial of Service (DoS/DDoS) attacks, data theft, or disruptions to platform performance by cyber attackers.
آپ‌تایم (Uptime:)The percentage of time Lenoos’ services are available without interruptions caused by external factors (e.g., cyberattacks or internet infrastructure outages).
Software Support:Activities aimed at resolving software defects and issues.
Infrastructure Support:Activities to address network, server, or hardware-related issues.
Operational Support:Services to assist with account management, content management, and non-technical customer needs, categorized into three priority levels:
- Level ۱ (Critical): Issues that render the entire service inaccessible.
- Level ۲ (Urgent): Issues that disrupt part of the service’s functionality.
- Level ۳ (Routine): Non-urgent requests such as guidance or consultation.
TicketA request or issue reported by a customer through Lenoos’ support system. Duplicate tickets within a single timeframe will not be processed.

3. Privacy and Security

Lenoos prioritizes the protection of customer privacy and data security:

Data Encryption:All data exchanged between users and the platform is encrypted using SSL/TLS protocols.
Data Usage:Customer data is used solely for improving services, optimizing user experience, and lawful purposes, and is not shared with third parties except as required by law.
Data Deletion:Customers may request the complete deletion of their data from the platform.
Data Backup:Lenoos performs daily encrypted cloud backups of customer data.
Legal Compliance:Lenoos operates in accordance with the Laws of the Islamic Republic of Iran, including the Regulation on Collection and Authentication of Electronic Evidence, and provides data only in response to requests from competent authorities.

4. Standards and Commitments

Lenoos is committed to delivering services according to the following standards:

1. Guaranteed Uptime:

Minimum 99.99% annual uptime (equivalent to a maximum of 52 minutes and 36 seconds of permissible downtime per year).
Uptime excludes outages caused by cyberattacks, scheduled maintenance (with prior notice), or critical updates.

2. Ticket Response Times:

Resolution timelines based on priority:
Scheduling tickets based on priority:
- Level ۱ (Critical)Resolution or temporary workaround within 2 hours.
- Level ۲ (Urgent)Resolution or temporary workaround within 4 hours.
- Level ۳ (Routine)Final response within 24 hours.

3. Monitoring and Reporting:

24/7 monitoring of servers and infrastructure using standard tools.
Periodic (monthly) performance reports provided to customers upon request.

4. Physical Security:

Lenoos’ servers are hosted in data centers with proper ventilation, fire suppression systems, CCTV monitoring, backup power supply, and restricted access.

5. Hardware Infrastructure:

Use of reputable brand equipment (e.g., HP, Intel, Supermicro) meeting high standards, with no use of second-hand or defective components.

5. Limitations

Exclusions from Uptime Guarantee::
- Outages caused by cyberattacks (DoS/DDoS).
- Internet infrastructure outages due to technical, security, or sanctions-related issues.
- Scheduled maintenance (with at least 48 hours’ prior notice).
- Critical security patches.
- Software issues or misconfigurations on the customer’s side.
Non-Cumulative Guarantees: The guarantees in this Agreement are not cumulative.

6. Remedies for SLA Breaches

In the event of non-compliance with uptime or response time commitments, Lenoos provides the following remedies:
- Outage: 2 Continuous Outage2 additional days added to active subscription.
- Outage: ۸ Continuous Outage: 3 additional days added to the active subscription.
- Outage: ۱۲ Continuous Outage: 5 additional days added to the active subscription.
- 24-Hour Continuous Outage: : 7 additional days added to active subscription.
- 48-Hour Continuous Outage: : 14 additional days added to active subscription.
- Outage Exceeding 72 Hours: : Customers may terminate the contract and receive a refund for the remaining days of the active plan.

7. Remedy Cap

The maximum remedy is equivalent to the cost of the purchased plan (after deducting the cost of used months). Remedies replace any claims for financial or non-financial damages.

8. Requesting Remedies

Customers may submit remedy requests via Lenoos’ support system. Requests will be reviewed and responded to within 7 business days.

9. Pricing and Billing Structure

Lenoos is committed to providing a transparent and fair pricing structure. This section details costs, billing procedures, and contract termination conditions:

9.1. Types of Costs

Periodic Service Fees:

- Annual:Fixed annual fee based on selected services (e.g., SaaS or PaaS), specified in the contract.
- SupportBased on the contract and agreed terms.

One-Time Fees

- Setup and Installation:Separate fee for initial account setup, data migration, or platform customization (if required), clearly outlined in the contract.
- Additional Services:Fees for specific services (e.g., specialized consultation or custom design) determined based on customer requests and mutual agreement.
All costs are detailed in the initial contract (in IRR) without ambiguous terms like “service fees.”

9.2. Billing

Invoices are issued electronically via Lenoos’ system or email.
Billing cycles (annual) are determined based on the selected services.
Payments must be made within the specified period (maximum 7 days from invoice issuance). Late payments may result in temporary service suspension.

9.3. Contract Termination

Early Termination by Customer:

Termination before the contract’s end incurs a penalty of 20% of the remaining service fee.
In cases of repeated SLA breaches by Lenoos (more than 3 outages exceeding 72 hours in a month), customers may terminate without penalty and receive a refund for remaining days.

Termination by Lenoos:

Lenoos reserves the right to terminate the contract with 7 days’ notice for customer violations (e.g., illegal use of the platform).

Refunds:

Refunds are calculated only for remaining days of active services, after deducting costs for used periods.

9.4. Renegotiation and Renewal

Upon expiration of the initial contract, customers may negotiate renewal or service changes with Lenoos.
Automatic contract renewal is prohibited; renewals require written agreement from both parties.

9.5. Benefits of Pricing Structure

Transparency:Detailed cost breakdowns to avoid ambiguity.
Flexibility:Options for various payment periods and additional services.
Legal Compliance:Adherence to Iran’s e-commerce laws, ensuring a fair framework for both parties.
Enhanced Service Quality:Pricing designed to enable customers to benefit from stable, high-quality services with uninterrupted workflows and continuous platform access.

10. Customer Responsibilities

Provide accurate and valid information during registration.
Comply with Lenoos’ Terms and Conditions and the Laws of the Islamic Republic of Iran.
Promptly report issues via the ticket system.

11. Contact Lenoos

For any questions or requests regarding this Agreement, contact us via email at support@lenoos.com

Note:This Agreement was last updated on May 21, 2025. Please review it periodically.

Lenoos Service Level Agreement (SLA)