Service Level Agreements (SLA)

1. Purpose

This Service Level Agreement (“SLA”) outlines the expected service levels, client responsibilities, availability, response times, support tiers, and terms and conditions governing the provision of Applied LMS software and related services by 13441911 Canada Inc., dba Applied LMS (“Applied LMS”).

2. Overview of Service Levels

Applied LMS offers three tiers of service levels: Basic, Advanced, and Unlimited. Each tier provides different levels of uptime guarantees, support response times, availability, and authorized contacts.

3. Service Levels

Basic SLA

  • Uptime Guarantee: 99.0% Scheduled Uptime per month

  • Availability: 9 AM – 5 PM EST, Monday to Friday

  • Initial Response Times:

    • Severity 1: One Business Day

    • Severity 2: Two Business Days

    • Severity 3: Three Business Days

    • Severity 4: Four Business Days

  • Number of Requests per Month: Ten

  • Dedicated Team: Not Included

Advanced SLA

  • Uptime Guarantee: 99.5% Scheduled Uptime per month

  • Availability: 24/5 EST

  • Number of Requests per Month: Thirty

  • Dedicated Team: Access to a dedicated technical team for incident management and escalation

Unlimited SLA

  • Uptime Guarantee: 99.9% Scheduled Uptime per month

  • Availability: 24/7 EST

  • Number of Requests per Month: Unlimited

  • Dedicated Team: Access to a Dedicated Account Manager and a Dedicated Technical Team

4. Scope of Services

Applied LMS provides a Loan Management System (“LMS”) platform offering core functionality, third-party integrations, support services, and hosting.

Modules include loan origination, decision-making, underwriting, document generation, and payment processing integrations.

Certain advanced features, including but not limited to “Insights,” IBV (Instant Bank Verification), SMS notifications, and payment rails, rely on third-party services.

5. Third-Party Services

Applied LMS facilitates setup and integration with third-party service providers (e.g., Flinks, ZumRails, Twilio, VoPay, DocuSign).

Clients acknowledge and agree that:

  • Separate accounts and active subscriptions with third-party providers are required.

  • All costs and fees charged by third-party providers are solely the responsibility of the client.

  • Applied LMS is not liable for the performance, pricing, availability, or service levels of any third-party provider.

Applied LMS subscription fees do not include third-party service usage costs unless explicitly stated otherwise in writing.

6. Exclusions from SLA

This SLA does not apply to downtime or performance issues resulting from:

  • Scheduled Maintenance with prior notice (minimum 48 hours where possible)

  • Force Majeure Events (e.g., natural disasters, wars, pandemics)

  • Third-party system failures outside Applied LMS’s control (e.g., AWS outages)

  • Customer misconfigurations or security breaches due to compromised customer credentials

7. Limitations of Liability

  • Total liability is capped at the amount of fees received from the customer in the preceding 12 months.

  • Applied LMS shall not be liable for indirect, special, punitive, or consequential damages, including lost profits or business interruptions.

8. Client Responsibilities

Clients agree to:

  • Maintain all required third-party service subscriptions in good standing.

  • Ensure the security of their LMS access credentials.

  • Promptly report any system issues to Applied LMS Support.

  • Pay all invoices by the due date.

9. Termination of Services

Applied LMS reserves the right to suspend or terminate services if:

  • The client fails to pay any outstanding balance within 30 days of invoice.

  • The client breaches any material term of the Agreement or SLA.

  • The client misuses or abuses the platform.

In case of non-payment or material breach, Applied LMS will provide written notice to the client, allowing a 30-day cure period. If unresolved, Applied LMS may suspend access and terminate services without further liability.

10. Dispute Resolution

Any disputes, claims, or controversies arising out of or relating to this SLA, the Agreement, or the services provided by Applied LMS shall be resolved through binding arbitration in the Province of Quebec, Canada, conducted in English, in accordance with the Arbitration Act of Quebec.

Each party shall bear its own legal costs unless otherwise awarded by the arbitrator.

11. Contacting Support

  • Email: support@appliedlms.com

  • Service Desk Portal: https://appliedlms.atlassian.net/servicedesk/customer/portal/1

12. Changes to this SLA

Applied LMS reserves the right to update this SLA from time to time. Changes will be communicated via email or posted on the Applied LMS website. Continued use of Applied LMS services after changes are posted constitutes acceptance of the revised SLA.

Effective Date: 01/01/2023
Company: 13441911 Canada Inc., dba Applied LMS
Website: www.appliedlms.com
Support Email: support@appliedlms.com

Document Updated: April 28, 2025