Service level agreement

Service Level Agreement

1. SERVICE COMMITMENT

Company provides Customer access to the platform twenty-four hours a day, seven days a week (24x7) with a Monthly Uptime Percentage (defined below). “Monthly Uptime Percentage” will be calculated as follows: the number of minutes the Services are accessible and not suffering from a Service Outage as reported to Company by Customer during each calendar month, divided by the total number of minutes in the calendar month. If Customer fails to report a Service Outage within five 5 days of the occurrence of such Service Outage, Customer shall not be entitled to any Service Credit for such Service Outage. For purposes of this Agreement, “Service Outage” means any event that renders the Services unavailable to Customer, other than Scheduled Downtime or Excluded Downtime.

A Monthly Uptime Percentage of 99.9% means that we guarantee you will experience no more than 43 minutes and 49.7 seconds per month of Service Outage.

2. MEASUREMENT METHOD

In order to avoid intermittent and transient fluctuations, a downtime period may begin after observing one to five consecutive minutes of downtime and end when services are restored. Furthermore, downtime must affect a significant number of requests or core functionality to qualify as a Service Outage.

3. COMMUNICATION PROTOCOL

Company will communicate via email, audio call or text message, unless otherwise agreed upon in writing. Customer will provide contact names, email addresses, and phone numbers for Company to use for communication (the “Communication Protocol”).

4. MAINTENANCE AND EXCLUDED DOWNTIME

Company reserves the right to perform regularly scheduled maintenance of the platform during non-core business hours. Non-core business hours are defined as 10pm to 1am (Pacific Time Zone) (“Scheduled Downtime”). Company maintains a standing scheduled maintenance window of 12:00am-1:00am (Pacific Time Zone) every weekday

morning. Company may schedule additional Scheduled Downtimes outside of the standing scheduled maintenance window by providing notification to Customer at least three business days in advance; this notification will be provided via the agreed upon

Communication Protocol to designated support representatives. Additionally, any downtime caused by factors outside of Company’s reasonable control do not factor into the Monthly Uptime Percentage calculation, including any force majeure event, Internet services availability outside of Company’s platform, any downtime resulting from outages of third- party connections or utilities, and actions or inactions of the Customer (“Excluded

Downtime”).

5. SERVICE REQUESTS

In support of the services covered by this SLA, Company will respond to service-related incidents and requests originated through the Communication Protocol within the following

time frames. Customer shall submit requests with the priority level specified; however, Company reserves the right to reasonably increase or decrease the priority level in its sole discretion. In accordance with the service commitment provided in this SLA, Company will use commercially reasonable efforts to resolve all requests promptly but cannot guarantee a time to resolution due to the inherent variability in effort and corresponding time required to resolve issues. Company will communicate resolution efforts with the Customer in a timely manner and consistent with the Communication Protocol.

Request Priority Level Description Time to Response

| Severe | Service is unavailable or a substantial subset of

functionality is unavailable without a workaround,

security issues, or data

integrity issues. | 6 hours, 24x7x365 | | --- | --- | --- | | High | Intermittent issues, issues with system performance, and

issues with available

questions, configuration issues. | 7 business days |

6. SERVICE CREDITS