Last updated on April 7, 2026

These Service-Specific Terms (these "Service-Specific Terms") are incorporated into the Master Customer Agreement between LittleHorse and Customer referencing these Service-Specific Terms (the "Agreement"). Capitalized terms in these Service-Specific Terms will be understood to have the meanings given to them in the Agreement, unless expressly defined otherwise in these Service-Specific Terms.

1. Professional Services​

The following terms apply solely if Customer executes an Order providing that Customer will receive Professional Services:

1.1 Deliverables​

If the applicable Order indicates that the Professional Services will include delivery to Customer of custom work product or other custom materials ("Deliverables"), then LittleHorse hereby irrevocably assigns to Customer all copyrights in and to any portions of the Deliverables created by LittleHorse specifically for Customer in the performance of the Professional Services. If any portion of the Deliverables embodies rights owned by LittleHorse that are not assigned or otherwise licensed to Customer under this Agreement, including rights developed independently of this Agreement or prior to the Effective Date, then LittleHorse hereby grants to Customer a non-exclusive, royalty-free, fully paid up, worldwide, perpetual, irrevocable, sublicensable, transferable license under LittleHorse's rights in the Deliverables to use and exploit those Deliverables without restriction. To the maximum extent permitted by law, LittleHorse waives any so-called moral rights or analogous rights in the Deliverables. For the avoidance of doubt, materials or other technology included in or used to provide the Cloud Services or Local Software are not Deliverables.

1.2 Modifications​

Customer may request a modification to the Professional Services to be performed pursuant to any particular Order by written request to LittleHorse specifying the desired modifications (each a "Change Order"). LittleHorse will, within a reasonable time following receipt of such Change Order request, submit an estimate of the cost for such modifications and a revised estimate of the time for performance of the Professional Services pursuant to the Order. If Customer accepts a Change Order in writing within 10 days after receiving it, such modifications in the Change Order shall be performed under the terms of this Agreement.

1.3 Personnel​

LittleHorse will assign employees and subcontractors with qualifications suitable for the work described in the relevant Order.

1.4 Customer Responsibilities​

Customer will make available in a timely manner at no charge to LittleHorse all personnel, technical systems and data, application programming interfaces, computer systems, programs, files, documentation, or other information and resources of Customer required by LittleHorse for the performance of the Professional Services. Customer is responsible for, and assumes the risk of, any problems resulting from, the content, accuracy, completeness, and consistency of all such data, materials, and information, as well as any instructions given to LittleHorse by Customer.

1.5 Non-solicitation​

The employees and consultants of LittleHorse who perform the Professional Services are a valuable asset to LittleHorse and are difficult to replace. Accordingly, Customer agrees that, during the Term of the Agreement, and for a period of one year after completion of the Professional Services under an Order, it shall not solicit for employment or engagement (whether as an employee, independent contractor or consultant) any LittleHorse employee or consultant who performed any of the Professional Services under that Order. Customer is not restricted from placing public job advertisements or similar general solicitations.

2. LittleHorse Cloud (SaaS)​

The following terms apply solely if Customer executes an Order providing that Customer will receive SaaS Cloud Services:

2.1 Users​

Customer will not make the administrative features and functionality related to the SaaS Cloud Services available to any person or entity other than employees or independent contractors of Customer that Customer authorizes to use the SaaS Cloud Services on Customer's behalf ("Users") using the mechanisms designated by LittleHorse ("SaaS Log-in Credentials"). Customer will ensure that each User keeps such User's SaaS Log-in Credentials confidential and does not share them with anyone else. Customer is responsible for Users' compliance with this Agreement and all actions taken through their SaaS Log-in Credentials (excluding misuse of the SaaS Log-in Credentials caused by LittleHorse's breach of this Agreement). Customer will promptly notify LittleHorse if Customer becomes aware of any compromise of any SaaS Log-in Credentials. LittleHorse may Process SaaS Log-in Credentials in connection with LittleHorse's provision of the SaaS Cloud Services.

2.2 Use of Customer Data​

Customer hereby grants LittleHorse a non-exclusive, worldwide, royalty-free, fully paid-up, non-sublicensable (except to contractors and service providers), non-transferable (except as set forth in Section 15.1 (Assignment) of the Agreement) right to use, copy, store, disclose, transmit, transfer, display, modify, create derivative works from, and Process Customer Data solely as necessary to: (a) provide the Services and otherwise perform its obligations set forth in this Agreement; (b) facilitate, maintain, and operate an integration with Third-Party Platforms as described in Section 7 of the Agreement; (c) derive or generate Telemetry; or (d) comply with applicable Laws.

2.3 Telemetry​

"Telemetry" means information related to Customer's use of the SaaS Cloud Services that is used by LittleHorse in an aggregated or deidentified manner, including to compile statistical and performance information related to the provision and operation of the Services, including, without limitation, information such as technical logs, data, metrics, and learnings about use of the Services. LittleHorse may Process Telemetry without restriction for LittleHorse's business purposes, including to improve the Services or LittleHorse's other products and services.

2.4 Service Level Agreement​

The Service Level Agreement located at https://littlehorse.io/legal/service-specific-terms#littlehorse-service-level-agreement will apply with respect to the SaaS Cloud Services.

3. LittleHorse Cloud (BYOC)​

The following terms apply solely if Customer executes an Order providing that Customer will receive BYOC Cloud Services:

3.1 Customer Responsibilities​

Customer will, at its sole cost and expense, make available in a timely manner at no charge to LittleHorse cloud infrastructure on a third-party cloud service provider supported by the Services (the "Customer Infrastructure"), and Customer will provide all account, environmental, and other permissions necessary to enable LittleHorse to configure and manage the Services on the Customer Infrastructure on Customer's behalf. Customer is responsible for, and assumes the risk of, any problems resulting from the Customer Infrastructure and for Customer's relationship with the supplier providing the Customer Infrastructure. Customer authorizes LittleHorse to Process Customer Data on Customer's behalf on the Customer Infrastructure.

3.2 Additional Restrictions​

Without limiting Section 2.3 of the Agreement, Customer will not (and will not permit anyone else to), directly or indirectly, access, copy, or download the LittleHorse-provided software deployed on the Customer Infrastructure other than through the Licensed API in accordance with this Agreement and the Documentation.

3.3 Telemetry​

Customer hereby acknowledges that Customer Data is intended to remain on the Customer Infrastructure, except that LittleHorse may derive or generate Telemetry from the use of the Services. "Telemetry" means information related to Customer's use of the BYOC Cloud Services that is used by LittleHorse in an aggregated or deidentified manner, including to compile statistical and performance information related to the provision and operation of the Services, including, without limitation, information such as technical logs, data, metrics, and learnings about use of the Services. LittleHorse may Process Telemetry without restriction for LittleHorse's business purposes, including to improve the Services or LittleHorse's other products and services.

4. LittleHorse On-Prem​

The following terms apply solely if Customer executes an Order providing that Customer will receive On-Prem Deployment Services:

4.1 Reservation of Rights​

The Local Software is licensed, not sold, by LittleHorse to Customer, and nothing in this Agreement will be interpreted or construed as a sale or purchase of the Local Software. Customer will not have any rights in or to the Local Software except as expressly granted in this Agreement. LittleHorse reserves to itself all rights to the Local Software not expressly granted to Customer in accordance with this Agreement. As between the Parties, LittleHorse retains all intellectual property rights in and to the Local Software. Customer acknowledges that the Local Software, all copies of the Local Software, and any know-how and trade secrets related to the Local Software are the sole and exclusive property of LittleHorse and are LittleHorse's Confidential Information.

4.2 Additional Restrictions​

The Licensed Container and Local Software may only be deployed on infrastructure owned or controlled by Customer. Without limiting Section 2.3 of the Agreement, Customer will not (and will not permit anyone else to), directly or indirectly, do any of the following: (a) copy or otherwise reproduce any components from the Licensed Container (including any part of the Local Software), or deploy any such components in an environment external to the Licensed Container; (b) interact with the Local Software other than using the documented features of the Licensed API; (c) use the Local Software to develop (or to facilitate the development of) a similar or competing product or service; or (d) provide, divulge, disclose, make available to, or permit the use of the Licensed Container or Local Software by any third party.

4.3 Export​

The Local Software may be subject to United States export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. Customer must comply strictly with all such regulations that are now or later in effect and acknowledges that it has the responsibility to obtain licenses to export, re-export, or import the Local Software and related materials.

4.4 Protection against Unauthorized Use​

Customer acknowledges that the Local Software and any other materials furnished to Customer by LittleHorse involve valuable proprietary rights of LittleHorse. Customer will take appropriate steps and precautions to protect the Local Software. Without limiting the generality of the foregoing, Customer will immediately notify LittleHorse in writing of any breach of Section 2.3 of the Agreement or Section 4.b of these Service-Specific Terms that comes to Customer's attention. Customer will provide to LittleHorse such cooperation and assistance as LittleHorse may reasonably request to monitor and validate Customer's use and deployment of Local Software on Customer-controlled infrastructure, and Customer will certify upon request by LittleHorse that its use and deployment of Local Software complies with the requirements of this Agreement. Without limiting the foregoing, during the Term and for a period of 1 year thereafter, LittleHorse or its designee shall have the right to audit the environments on which any Local Software or Licensed Containers reside to confirm Customer's compliance with its obligations under this Agreement, including with respect to any usage limits. If any such audit reveals an underpayment by Customer, without limiting its other rights or remedies under this Agreement, LittleHorse may invoice Customer for the amount of the underpayment at LittleHorse's then-current undiscounted rates and Customer will be responsible for the cost of the audit.

LittleHorse Service Level Agreement

This Service Level Agreement (this "SLA") is incorporated into the Master Customer Agreement between LittleHorse and Customer referencing this SLA (the "Agreement"). This SLA applies solely with respect to the SaaS Cloud Services (the "Covered Services"). Capitalized terms used but not defined in this SLA will be understood to have the meanings given to them in the Agreement.

1. Definitions​

1.1 Downtime​

"Downtime" means a period during which the Covered Services cannot be accessed over the Internet due to bugs in LittleHorse-provided software or failures of LittleHorse-managed infrastructure, except to the extent resulting in whole or in part from an Exception.

1.2 Downtime Minutes​

"Downtime Minutes" means, with respect to the Covered Services and a given month, the total number of non-overlapping minute-long periods of uninterrupted Downtime of the Covered Services in such month.

1.3 Exception​

"Exception" means any of the following: (i) issues with Internet connectivity beyond LittleHorse's network demarcation point; (ii) failure, interruption, outage, or other problem with any software, hardware, system, network, or facility not supplied by LittleHorse; (iii) downtime in connection with maintenance; (iv) LittleHorse's suspension of the Covered Services in response to a security incident or malware; (v) issues involving or caused by a Third-Party Platform; (vi) issues related to Trials and Betas; or (vii) outages in cloud infrastructure affecting more than one availability zone.

1.4 Monthly Uptime Percentage​

"Monthly Uptime Percentage" means, with respect to the Covered Services and a given month, a percentage calculated as follows: (i) (A) the Total Minutes for such month, minus (B) the Downtime Minutes for the Covered Services in such month, divided by (ii) the Total Minutes for such month.

1.5 Total Minutes​

"Total Minutes" means, with respect to a month, the total number of non-overlapping minute-long periods in such month.

2. Uptime Target​

LittleHorse will use commercially reasonable efforts to ensure that the Covered Services achieve a Monthly Uptime Percentage of 99.9% or greater (the "Uptime Target").

3. Service Credits​

If LittleHorse fails to satisfy the Uptime Target with respect to a month, then Customer's sole and exclusive remedy will be to request a credit pursuant to the procedure set forth in Section 4 of this SLA (a "Service Credit"). The Service Credit for a month is equal to (a) the percentage set forth in the "Service Credit" column below corresponding to the Monthly Uptime Percentage for such month, multiplied by (b) the Fees corresponding to the affected Service(s) for such month:

4. Service Credit Requests​

To be eligible to receive a Service Credit, Customer must submit a claim by sending an email to support@littlehorse.io. The credit request must be received no later than 30 days after the end of the month in which the failure to meet the Uptime Target occurred and must include: (a) the words "Service Credit Request" in the subject line; (b) the date and time on which each instance of Downtime occurred; and (c) reasonable supporting evidence (e.g., logs or screenshots) demonstrating that the Downtime occurred and was not the result of Customer's misconfiguration of the Services or issues beyond LittleHorse's network demarcation point. If LittleHorse confirms that the Uptime Target was not satisfied in such month, then LittleHorse will issue a Service Credit to Customer calculated in accordance with Section 3. LittleHorse will apply each Service Credit to Customer's next invoice if Customer's account is fully paid up and there are no outstanding payment issues or disputes. Customer will not receive any refund for any unused Service Credits.