Overview

This Service Level Agreement (SLA) outlines the support provided for the LCvista Open API. It defines the scope of support, response expectations, and customer responsibilities when utilizing the API.

Scope of Support

LCvista provides basic support for its Open API. Our support coverage includes:

• Ensuring the LCvista Open API is operational and accessible.
• Investigating and addressing errors or failures originating from the LCvista platform.
• Providing documentation for API integration.

Exclusions

The following are not covered under LCvista Open API support:

• Customer-Side Configuration – LCvista does not provide assistance with setting up or configuring the API within your environment.
• Troubleshooting Custom Integrations – Any errors resulting from customer-side development, third-party tools, or misconfigured API requests fall outside LCvista scope.
• Data Mapping and Transformation – LCvista does not offer support for structuring, transforming, or mapping data between systems.
• Performance Issues in External Systems – LCvista is not responsible for delays, failures, or errors occurring in third-party applications consuming the API.

Support Process

For issues related to the LCvista Open API, customers may submit a support request via email at support@lcvista.com. Support requests must include:

• A detailed description of the issue.
• API request details (including endpoint, request payload, response received including the request_id).
• Error messages, timestamps, and any relevant logs.

If the issue is determined to originate from the LCvista platform, LCvista will work to resolve it according to our standard response and resolution times. If the issue is determined to be outside our scope (per Exclusions section), LCvista will notify the customer accordingly.

Customer Responsibilities

Customers utilizing the LCvista Open API are responsible for:

• Properly configuring their API integrations in alignment with our documentation.
• Ensuring API requests adhere to authentication, rate limits, and data structure guidelines.
• Logging activity and troubleshooting errors related to their own systems, network connectivity, and third-party integrations.

Changes to this SLA

LCvista reserves the right to update or modify this SLA at its discretion. Any changes will be communicated via our LCvista support team or directly to affected customers.