Contract FAQs

Where can I find the Master Subscription Services Agreement?

Lessonly MSSA

What kind of support does Lessonly offer?

Lessonly takes support seriously. If you take a look at our wall of love, you’ll notice our customers agree. Our average live chat response time is less than 3 minutes. Here is what you can expect:

Unlimited live chat: 8-8 EST M-F and you will probably get responses outside of those windows.

Unlimited phone support: (317) 469-9194

Unlimited email support: support@lessonly.com

For customers who choose packages that include a client success manager, you’ll also have direct access to a coach who rides shotgun throughout the life of our relationship.

In times of trouble, here is our commitment to you and the resolution process:

Severity
Definition
Response
Details

Severity 1

Service substantially fails to perform

1 hour

  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

Severity 2

Substantial degradation in performance of the Service

2 hours

  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

Severity 3

Minimal to no impact on the availability or performance of the Service

3 days

  • Commercially reasonable efforts to include in next major release
How are users counted in Lessonly?

Lessonly counts active users, defined as a user who accesses the Service at least once during any calendar month. In the event of more active users than have been allowed by the subscription, you will be billed an “overage fee” or will have the option to upgrade your bucket of users for the pro-rated remainder of your term.

Does my contract automatically renew?

Yes. You will be notified, at minimum, 90 days prior to your renewal date and you’ll have the option to cancel, in writing, at least 30 days before your renewal date.

Do you require annual contract terms?

Yes, Lessonly requires annual contract terms at minimum. We’ve found that the term allows us to invest in you as a client with a dedicated client success manager to ensure you get the most value from Lessonly.

Which payment methods are accepted, and what are your payment terms?

Lessonly accepts check, bank transfer (ACH or wire), or credit card in accordance with the “Billing Frequency” stated in the your Order Form.

When does Lessonly schedule maintenance?

Maintenance is scheduled from 9 PM and 6 AM on weekends. Customers receive notice 72 hours prior to scheduled maintenance.

How often are new product updates being released and how are the communicated?

New product releases are being pushed in weekly during sprints. Large changes are communicated beforehand via email and live chat to all customers. Lessonly deploys a rigorous testing and QA process before deploying new functionality. All testing and development are done in logically separate databases with no customer data.

What is Lessonly’s prior six month uptime? If there we to be a core outage, what can I expect as a customer?

In the prior six months, Lessonly’s uptime has been 99.99007%. In the case of a core outage, see our section on support to understand resolution.

If I were to choose not to renew, what happens to my data?

You will have the option to export any and all data before losing access to your Lessonly account. Any lesson can be exported as a PDF.

Does Lessonly meet GDPR requirements?

Yes. If you are an European Economic Area data subject, please review our GDPR consumer rights notice: https://www.lessonly.com/gdpr-notice/

How do you support European data privacy?

Lessonly complies with the EU-U.S. Privacy Shield Framework and the Swiss-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information transferred from the European Union and Switzerland, respectively, to the United States. Lessonly has certified to the Department of Commerce that it adheres to the Privacy Shield Principles. If there is any conflict between the terms in this Privacy Policy and the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification, please visit https://www.privacyshield.gov/.

Lessonly’s Privacy Policy covers all personal information (i.e., personally identifiable information) about EU and Swiss residents that Lessonly collects through this website, www.Lessonly.com, and our Service.

In compliance with the EU-U.S. and Swiss-U.S. Privacy Shield Principles, Lessonly commits to resolve complaints about your privacy and our collection, use, or disclosure of your personal information. European and Swiss individuals with inquiries regarding this Privacy Policy or complaints concerning our privacy practices should first contact Lessonly at:

Lessonly
407 Fulton Street
Indianapolis, IN 46202
1-920-343-6299
www.Lessonly.com
support@Lessonly.com

Lessonly has further committed to refer unresolved privacy complaints under the EU-U.S. and Swiss-U.S. Privacy Shield Principles to an independent dispute resolution mechanism, the BBB EU PRIVACY SHIELD, a non-profit alternative dispute resolution provider located in the United States, and operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit www.bbb.org/EU-privacy-shield/for-eu-consumers/ for more information and to file a complaint.

Please note that if your complaint is not resolved through these channels, under limited circumstances, a binding arbitration option may be available before a Privacy Shield Panel.

As a Privacy Shield participant, we have agreed to abide by the investigatory and enforcement powers of the U.S. Federal Trade Commission or any other U.S. authorized statutory body.