SERVICE LEVEL AGREEMENT

Version 1.0, effective as of Jan 1st 2023.


1. INTRODUCTORY PROVISIONS

1.1. This Service Level Agreement (the "SLA") is applicable solely to an agreement pursuant to which the Provider provides the Services to the Customer (the "Agreement").

1.2. Capitalised terms not defined in Section 5 herein shall have the meaning given to them in the Agreement.

2. GUARANTEED UPTIME

2.1. The Guaranteed Uptime for each SLA Type is as follows:

2.2. Procedure of calculating whether the Guaranteed Uptime was not reached is as follows:

2.2.1. the Customer makes a Notification;

2.2.2. the Provider verifies whether the Effective Uptime was below the Guaranteed Uptime and shares the results of its findings with the Customer;

2.2.3. the Provider informs the Customer of the awarded Financial Credits, if any; and

2.2.4. if applicable, the Customer may exercise the SLA Termination.

3. REMEDIES

3.1. The Financial Credits for each SLA Type are as follows:

3.2. Right to receive Financial Credits

3.2.1. The Customer has the right to receive the Financial Credits if:

a) the Effective Uptime is verified as below the Guaranteed Uptime; and
b) the Customer made a Notification.

3.3. Right to terminate the Agreement

3.3.1. The Customer may terminate the Agreement if:

a) the Effective Uptime is verified as on or below 95% for three consecutive calendar months; and
b) the Customer made a Notification in each case,
(the "SLA Termination").

3.3.2. Following the SLA Termination, the Customer has the right to request a refund of the Subscription Fees that were paid but not utilised.

3.4. Customer agrees that Sections 3.2 and 3.3 herein are the Provider's sole liability and Customer's sole and exclusive remedy for any failures of the Provider's obligations arising from, or in connection with, this SLA.

4. HELPDESK

5. DEFINITIONS
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