Lytics CDP Services Description

Last Updated: February 24, 2025

I. Support

1. Scope of Support

Lytics offers Standard and Premium Technical Support Plans. Each plan includes assisting the Customer to troubleshoot and resolve specific implementation and/or production issues resulting from the use of the Subscription Services and Lytics platform. The Lytics Technical Support team is responsible for handling Lytics JavaScript tag installation errors, user issues and any other technical problem with the Subscription Services that prevents the Customer from using the Subscription Services.

1.1 Standard Technical Support

(a) Production Support. Production support applies to issues that involve Customer’s production instance of Lytics and its associated JavaScript tag, and such issues can be triaged as Severity Level 1, 2 or 3 issues.

(b) Implementation Support. Post-onboarding implementation support applies to issues that involve Customer’s development or staging instance of Lytics and its associated JavaScript tag, and such issues are triaged as a Severity Level 3 issue.

1.2 Premium Technical Support

Designed as an add-on module to the Standard Support plan, Lytics Premium Support offers the same services as the Standard Support plan, plus faster initial response times to technical Support requests as indicated in the Support Plan Features chart below, as well as access to the Lytics Video Training Library as described below.

1.3 Types of Services and Support Plan Features Under Standard and Premium Support

The following types of services are typically supported under each Support Plan with Lytics Support and Customer cooperating in the troubleshooting and resolution of issues:

• Help in understanding specific features in Lytics,
• Clarification of documentation,
• Addressing performance issues, and
• Support of Lytics’ standard or custom integrations.

1. Named Customer Contacts. To ensure the Lytics Technical Service team is able to engage with knowledgeable Customer contacts, each Support Plan has a set of allowed Named Customer Contacts which have the ability to submit support cases via the Lytics Support Portal. 

2. Root Cause Analysis. For Premium Support Plans, Customers may request more detailed technical analysis of critical production-impacting issues (Severity Level 1), in the form of a follow-up report summarizing technical root cause and remediation steps to mitigate any further risk.

3. Access to Lytics Training Video Library. During onboarding and implementation, Premium Support Customers will have access to a library of pre-recorded, on-demand training videos, targeted to get our Customer developer and marketing teams learning quickly. After onboarding and implementation and for the remainder of each Subscription Term, Premium Support Customers will have ongoing access to the Lytics Training Video Library for up to three (3) users. Customer may request additional user seats for an additional, associated Annual Subscription Fee.

2. Support Service Levels

3. Support Hours and Means

Routine support is available as follows:

Hours

• Business hours from Monday through Friday, 6:00 a.m. to 5:00 p.m. Pacific Time (PST or PDT, as applicable on date support is requested).
• The Lytics Support Portal indicates how Customer should report Severity Level 1 issues outside normal business hours noted above.

• Via Lytics Support Portal: support.lytics.com.
• Via Email: support@lytics.com.
• Via Phone: 503-479-5880 for ticket initiation. (Leave a message providing the name of your company, your email address, and a description of the issue, and a support ticket will be generated from your message.)

4. Named Customer Contacts

Customer will identify up to two (2) contacts for Standard Support & four (4) contacts for Premium Support. These Named Support Contacts (NSCs) will serve as primary Support contacts between Customer and Lytics. 

5. Required information for Logging a Support Request

When submitting a Support request, please provide the following information:

• Brief description of the problem in the email subject line.
• Case number in the email subject line, if this is a continuation of an existing request.
• Detailed description of the problem, including any steps required to reproduce the problem.
• If your organization has multiple Lytics accounts, include the account name and/or ID.
• For any ongoing communication with Support about an active case, please include the case number

TARGET UPTIME SERVICE LEVEL AGREEMENT

This Service Level Agreement (“SLA”) is issued under and forms part of the Master Subscription Agreement or other agreement with Lytics which references this SLA (“Agreement”). Any capitalized terms not defined herein has the meanings ascribed to them in the Agreement.

1. Uptime and Reliability

Subject to the concurrent throughput limits (including as may be caused by external factors) as described in the Documentation, Lytics will use commercially reasonable efforts to make its Data Ingestion API available and operational to Customer with an uptime of 99.99%, calculated on a monthly, per-minute basis (“Target Uptime”). “Data Ingestion API” means the Lytics http endpoints that ingest Customer Data. Current status reports are available at https://lytics.statuspage.io/.

2. Exclusions

The calculation of uptime will not include unavailability to the extent due to: (i) Customer’s use of the Services in a manner not authorized in the Agreement or Documentation, (ii) general Internet problems, force majeure events or other factors outside of the reasonable control of Lytics (such as denial of service attacks or third-party service outages), (iii) Customer’s (or one of its vendors’) equipment, software, network connections, utilities or other infrastructure, (iv) third party systems, acts or omissions, (v) Scheduled Maintenance or reasonable emergency maintenance, (vi) non-production traffic (e.g. load testing, internal account traffic); or (vii) development, testing, accepting or other non-production environments.

3. Scheduled Maintenance

Scheduled Maintenance” means scheduled maintenance that may affect Target Uptime. For all Scheduled Maintenance, Lytics will use commercially reasonable efforts to notify Customer via email or text at least three (3) business days prior to starting such maintenance. Scheduled Maintenance will not exceed (2) hours per month in the aggregate and, to the extent practicable, will be scheduled during the weekend hours between 6:00 PM Friday and 11:00 PM Sunday Pacific Standard Time. In the event of any unavailability described above, Lytics will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the Customer Data Ingestion API in connection with outages, whether scheduled or not.

4. Special Termination Right Due To Recurring Outage

In the event of a verified failure of the Data Ingestion API to meet the Target Uptime in two (2) consecutive months or in any three (3) of six (6) consecutive months (a “Recurring Outage”), Customer may terminate the Agreement upon written notice to Lytics and will receive as its sole remedy a refund of any fees Customer has pre-paid for use of the Services for the terminated portion of the applicable Subscription Term (“Special Termination Right”). Customer must exercise the Special Termination Right within 30 days of reasonably becoming aware of a Data Ingestion API failure or such right will be deemed waived. The Special Termination Right is Customer’s sole and exclusive remedy, and Lytics’ sole and exclusive liability, for any failure of the Data Ingestion API to achieve the Target Uptime.

5. Service Credits Available with Premium Support

If Customer has ordered Premium Support and Lytics fails to meet the Target Uptime, Customer may request and receive a service credit based on the following percentages of the Fees for the affected Subscription Services prorated for the month during which the Target Uptime was not met (the “Service Credit”). 

Service Credits will be issued as credits against subscription renewal Fees or, if the subscription is not renewed, the Service Credits will be paid to Customer in the form of a refund within 30 days after the subscription termination date. To receive a Service Credit hereunder, Customer must provide written notice to Lytics of its Service Credit claim within 10 business days following the end of the month for which a Service Credit is sought. All Service Credit claims are subject to verification by Lytics’ systems.

6. Exclusive Remedy

Except for the alternative Special Termination Right Due To Recurring Outage discussed above, Service Credits are Customer’s sole and exclusive remedy for any failure to meet the Target Uptime. Service Credits are only available for Premium Support Customers. Service Credits constitute liquidated damages, are not a penalty, and are not available for any Service provided without charge.