Availability target
We target 99.5% availability of the web application and API in each calendar month, measured as successful responses to requests for the signed-in application, excluding scheduled maintenance and events outside our control (upstream provider outages, network failures at your end, force majeure).
Support response times
Support runs Monday to Friday, 08:00–18:00 GMT, by email to support@lawandlegal.app.
- Critical — platform unreachable or data at risk: first response within 4 business hours, worked continuously until mitigated.
- High — a core workflow (matters, documents, billing, sign-in) broken with no workaround: first response within 1 business day.
- Normal — degraded feature, question or corpus correction: first response within 2 business days.
Maintenance
Routine deployments are rolled out without downtime. Any maintenance expected to interrupt service is announced in-app at least 48 hours in advance and scheduled outside 08:00–18:00 GMT on weekdays.
Backups and recovery
Databases are backed up daily with point-in-time recovery, and uploaded documents are stored redundantly. Our recovery objectives are a 24-hour recovery point and a 4-hour recovery time for a full-service restore. Restores are rehearsed periodically rather than assumed to work.
Corpus and research accuracy
The legal corpus is monitored daily by an automated ingestion watchdog, and gaps or stalled sources raise alerts on the internal sources dashboard. Corpus content and AI output remain research aids — availability commitments here do not warrant accuracy or completeness.
Service credits
If monthly availability falls below target, on request within 30 days of the affected month we apply a credit to your next invoice:
- below 99.5% but at or above 99.0% — 10% of that month's fee;
- below 99.0% but at or above 95.0% — 25%;
- below 95.0% — 50%.
Service credits are the exclusive remedy for missed availability targets. Sustained failure over three consecutive months entitles you to cancel with a pro-rata refund of the unused term.
Security incidents
We notify affected firms of a confirmed personal data breach without undue delay and within 72 hours, with what we know, what we have done and what you should do. See the Privacy Policy.