Service Level Agreement for Growth Planner API

1. PERFORMANCE COMMITMENTS

A. Availability

MetaMetrics will use commercially reasonable efforts to make the Hosted Service available to Customers with an Uptime Percentage of at least 99.95% during the Service Month. “Service Month” is calculated by subtracting from 100% of the minutes in a calendar month the percentage of minutes during the applicable calendar month in which the Hosted Service was in the state of “Region Unavailable” in AWS. “Uptime Percentage” is the percentage of minutes during the applicable calendar month for which the Hosted Service was actually available in the Service Month. The intent of the foregoing is that, for every minute in a month that the underlying AWS services are available, the Hosted Service will also be available at least 99.95% of these minutes.

B. Performance

Defined Performance Metrics

• Request

  The data sent to MetaMetrics. A single request may include one or more items structured as specified in the API documentation. This metric is expressed as the number of structured requests received by MetaMetrics in a stated time period.

• Response

  The data sent to the Customer. A single response may include one or more calculated scores, structured as specified in the API documentation. This metric is expressed as the number of structured responses sent by or retrieved from MetaMetrics in a stated time period.

The Hosted Service supports each use case listed below with associated performance commitments based on performance metrics.

• Low volume, synchronous use

  Up to 2 requests may be made per second. A maximum of 120 requests may be made in any 1 minute period. A maximum of 7200 requests may be made in any 1 hour period. Typical response times are under 40 seconds. Each response is returned in under 2 minutes.

C. Handling of Unexpected Requests

Requests sent to the Growth Planner API must be correctly formed with valid Customer Data as described in the Growth Planner API Documentation in order for the Growth Planner API to return valid Scoring Output. See the Growth Planner API Documentation for details. Incorrectly formed requests consume service resources and are therefore included in the running total of requests made.

2. PROBLEM REPORTING AND ESCALATION

A. Severity Levels

• Urgent Severity

  A reported service impairment will be designated as “Urgent Severity” if Customer’s dependent product under the license with MetaMetrics is unable to operate due to the impairment.

• High Severity

  A reported service impairment will be designated as “High Severity” if Customer’s dependent product under the license with MetaMetrics is materially reduced in function due to the impairment and no reasonable work around exists.

• Low Severity

  A reported service impairment will be designated as “Low Severity” if Customer’s dependent product under the license with MetaMetrics is reduced in function due to the impairment but either the reduction in function is not material or a reasonable work around does exist.

B. Reporting Impairments

A "Service Impairment" refers to any reduction in the performance, availability, or functionality of the API Service that prevents it from operating as intended. This includes, but is not limited to, slower response times, partial unavailability, or incorrect functioning of the service. Service Impairments may be caused by factors beyond the control of the service provider, such as disruptions or limitations in the underlying third-party services (e.g., AWS) that the API relies upon, as well as network issues or other unforeseen events. While the API is designed with mechanisms to mitigate these impacts, including auto-scaling and retry logic, a Service Impairment is any instance where the API fails to meet its expected performance level due to these or similar causes.

All notifications of service impairment from Customer must be submitted to MetaMetrics at the following URL https://metametricsinc.com/producttechnicalsupport/. MetaMetrics will convert submitted email notifications to trouble tickets. Customer is responsible for specifying with each notification whether they believe the service impairment is Urgent, High, or Low Severity and the reason for such belief. Notifications must include point of contact name, title, phone, email, and a complete description of the suspected impairment.

C. Support Hours; Response Commitments

MetaMetrics maintains regular support hours on weekdays other than major holidays (“business days”), between 9am and 5pm Eastern time (“business hours”). MetaMetrics will use commercially reasonable efforts to resolve Urgent Severity issues as promptly as practicable, typically on the same business day (with after-hours work when reasonably required under the circumstances) as long as a notification with the required information is provided by 1pm Eastern time on that business day and Customer is available to work with MetaMetrics as needed. MetaMetrics will provide updates at least once each business day on which an Urgent or High Severity issue remains active. Low Severity issues may be resolved through scheduled maintenance.

MetaMetrics uses commercially reasonable efforts to achieve the following response times and resolution times for any service impairments. MetaMetrics will work in good faith with Customer to address any circumstances that cause MetaMetrics to fail to meet such response and resolution times in a manner that adversely impacts Customer.

3. MAINTENANCE

In the event of an urgent need, MetaMetrics will take immediate steps to ensure data security and customer protection. In such special circumstances, Customer may not be notified of a resulting service disruption in advance.

Routine maintenance is planned on a quarterly basis. Low Severity issues are resolved as part of this normal maintenance cycle. Maintenance deployments do not typically cause an interruption in service. In the rare case that a maintenance related service interruption is expected, MetaMetrics will use commercially reasonable efforts to notify Customer at least 7 days in advance, and conduct the maintenance within the planned maintenance period.

4. Performance Pledge and Contact Information

MetaMetrics is committed to providing consistent and excellent service to its customers. If Customer is dissatisfied at any time with MetaMetrics’ performance under this SLA, Customer should contact the following senior manager to escalate the situation:

Lisa Bickel, VP Customer Success lbickel@lexile.com

This SLA will be maintained by MetaMetrics and may be found at https://partnerhelp.metametricsinc.com/ and is subject to update by MetaMetrics as required or deemed necessary and upon prior notice to Customer. The version of the SLA accessible at that web address will always be the legally effective version and will control in case of any inconsistencies with this copy of the SLA. Notwithstanding the above, in no event shall the functionality of the API be materially reduced during the applicable term of the then-current order. In the event that MetaMetrics foresees a change to functionality of the Growth Planner API that requires a change on Customer’s implementation or integration of the Growth Planner API, MetaMetrics shall promptly notify Customer.