Service Level Agreement (SLA) for Software Support
- Support Tier
- Standard Email Support
- Effective Date
- March 1st, 2026
1. Support Scope and Availability
This SLA applies to the I, Librarian software licensed to the Customer. Support is provided exclusively via email initiated at https://i-librarian.net/support.
- Support Intake
- Support requests may be submitted 24 hours a day, 7 days a week, 365 days a year.
- Business Hours
- Active support monitoring and human response occur Monday through Friday, 8:00 AM to 5:00 PM Central Daylight Time (CDT), excluding United States Federal Holidays.
- Support Coverage
- Support is limited to the functionality of the I, Librarian itself. Support does not include troubleshooting of the Customer’s host server hardware, operating system, network configuration, firewall settings, virtual machines, Docker containers or any other third-party integrations.
2. Support Period and Expiration
Support contracts are only applicable when tied to a valid I, Librarian license. A support contract expires after one year, or when the accompanying license expires, whichever comes sooner. If a support add-on is purchased later for an existing license, the support contract will terminate simultaneously with the license expiration. The cost of the support contract is not prorated or refunded to reflect any change in duration or early termination.
3. Response Time Objectives
The "Initial Response" is defined as a human-generated email acknowledgment that the issue has been logged and a triage process has begun. Automated "Ticket Received" notifications do not constitute an Initial Response.
- Issue Severity
- All support inquiries
- Target Initial Response Time
- 2 business days
4. Resolution and Software Update Targets
For issues requiring code changes or patches, Scilico, LLC will use commercially reasonable efforts to provide a resolution (which may include a software update, patch, or documented workaround) within the following targets:
| Issue Severity | Definition | Target Resolution Timeline |
|---|---|---|
| Usage Query | Questions about how to use the software that's not answered in the documentation. | 2 Business Days |
| Security Issue | Confirmed vulnerability impacting data safety or integrity. | 5 Business Days |
| Simple Issue | Bug affecting minor features with no easy workaround. | 10 Business Days |
| Complex Issue | Deep architectural bugs or issues requiring significant R&D. | 15 Business Days |
Note: Resolution timelines refer to the time until a fix is made available for download/update. The Customer is responsible for the timely application and installation of all updates.
5. Customer Obligations and "Clock Stoppers"
The target timelines above are contingent upon Customer cooperation. The SLA "clock" is paused (the timeline is suspended) due to:
- Awaiting Information
- Scilico, LLC is waiting for the Customer to provide server logs, error dumps, screenshots, or environment details.
- Third-Party Delay
- The issue is determined to be related to the Customer’s infrastructure, ISP, or third-party hardware/software.
- Outdated Version
- The Customer is running a version of the software older than one version prior to the current stable release.
6. Language of Support
Official support is provided in English. As a convenience to the Customer, Scilico, LLC may provide responses in other languages using AI-assisted translation. In the event of any conflict or ambiguity between a translated response and the English version, the English version shall prevail. Scilico, LLC is not liable for errors or misunderstandings resulting from AI-assisted translations.
7. Exclusions
This SLA does not apply to:
- Issues caused by Customer’s unauthorized modification of the software code.
- Issues arising from "Acts of God," general internet outages, or Customer-side hardware failure.
- On-site support or phone support.
8. Limitation of Liability
This SLA represents a performance goal and does not constitute a warranty. Given the heavily discounted rate of support ($6/user/year), the Customer’s sole and exclusive remedy for any failure to meet these targets is the termination of the support contract. In no event shall Scilico, LLC be liable for any indirect, incidental, or consequential damages (including loss of data or profit) arising from software downtime or support delays.
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