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Smargav FieldX (“FieldX”): Service Level Agreement


This Service Level Agreement applies to and is incorporated by reference into the ordering document (the “Order”) made by and
between the Service Provider (as identified on the Order) and the Customer (as identified on the Order). Service Provider may
modify this Service Level Agreement from time to time by posting such amended Service Level Agreement to Service Provider’s
site, but will provide sixty days (60) advance notice to Customer before materially reducing the benefits offered to Customer under
this Service Level Agreement.
Service Provider SLA: During the term of the applicable Order, Service Provider will use reasonable efforts to achieve a Monthly
Uptime Percentage of at least 99.5% for any calendar month. If Service Provider does not meet the Service Provider SLA, and so
long as Customer’s account with us is current, Customer will be eligible to receive the credits described below. These credits are
Customer’s exclusive remedy for any failure by Service Provider to meet the Service Provider SLA. Service Provider and Customer
hereby agree as follows:


1. Definitions. The following definitions apply to this Addendum.


“Downtime” means the time in which any service listed above is not capable of being accessed or used by the Customer, as
monitored by Service Provider. “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the
number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
“Exclusion from Downtime” The following are not counted as Downtime for the purpose of calculating Monthly Uptime
Percentage:
Service unavailability caused by scheduled maintenance of the platform used to provide the applicable service (Service Provider
will endeavor to provide seven days’ advance notice of service-affecting scheduled maintenance); or
Service unavailability caused by events outside of the direct control of Service Provider or its subcontractor(s), including any force
majeure event, the failure or unavailability of Customer’s systems, the Internet, and the failure of any other technology or
equipment used to connect to or access the service.


2. Service Credits.


Credits are issued as Subscription extension if Service Provider does not meet the Service Provider SLA for a particular month of
the ordered term. Upon approval of a claim we will provide the applicable remedy set forth below:


Monthly Uptime Percentage                  Service Credit
Less than 99.5% but >= 99.2%              2 additional days of subscription
Less than 99.2% but >= 99.0%              4 additional days of subscription
Less than 99.0% but >= 98.7%              6 additional days of subscription
Less than 98.7%                                     8 additional days of subscription


3. Claim Procedure.


To receive a service credit for a particular calendar month, Customer must submit a claim by email to the support team within 30
days of the end of the month during which the Service did not meet the Service Provider SLA, and include the following
information: Customer name; Company address; Contact Person and Month for which claim is made. The claims can only be
redeemed as subscription vouchers