Service Level Agreement

Last updated on June 8, 2022

This Service Level Agreement (this “SLA”) is incorporated into and made a part of the Appspace End User Agreement entered into by and between Appspace and End User (the “Agreement”). All capitalized terms that are used but not defined in this SLA shall have the respective meanings given to them in the Agreement.

1. SUPPORT AND MAINTENANCE SERVICES

In the event there is an issue that affects End User’s ability to effectively access and use the Products (an “Incident”), it may contact Appspace, report the Incident, and request Appspace’s help in resolving it.  Committed response times for all Incidents are governed by the Product level purchased by End User under the Agreement, as outlined in the table below. Appspace measures its response times in Business Hours, starting from the time of receipt by Appspace of the initial Incident report through Appspace’s online support portal.

• Base (Free) = N/A
• Advanced = 12 hours (Subscription Services only)
• Premium = 4 hours (Subscription Services), 8 hours (Software)
• Elite = 2 hours (Subscription Services), 4 hours (Software)
• 24/7 = 1 hour (Subscription Services and Software)
• Strategic = 1 hour (Subscription Services and Software)

Appspace shall use commercially reasonable efforts to resolve any Incident promptly.

2. AVAILABILITY SERVICE LEVEL

During the term of the Agreement, Appspace shall ensure 99.9% System Availability over any calendar month.  Should Appspace fail to achieve 99.9% System Availability over a calendar month, End User shall have the right to receive, as an exclusive remedy for its breach of this obligation, the applicable service level credit (“Service Level Credit”) set forth in Section 4 below.

3. DEFINITIONS 

“Available” means the time periods that the Products are accessible by End User.

“Availability Failure” has the meaning given the term in Section 4(a) below.

“Business Hours” means the hours of 8:00am – 5:00pm, Monday – Friday, in End User’s nearest Appspace regional office as indicated below. Business Hours do not include any local or regional holidays. Appspace’s regional offices are as follows:

• • Dallas — GMT -6 (CST)
• • London – GMT 0 (or GMT +1 for BST)
• • Dubai – GMT +4 (8:00am – 5:00pm, Sunday – Thursday)
• • Kuala Lumpur – GMT +8

“Emergency Maintenance” means maintenance may be required to address material security-related issues or technical problems that would impact the availability of the Products and resolution of which cannot wait until the next Scheduled Maintenance or cannot be remedied in the course of Scheduled Maintenance. Appspace shall use commercially reasonable efforts to notify End User in advance of any Emergency Maintenance, and shall promptly notify End User of the Emergency Maintenance and actions being taken in the course thereof once Appspace becomes aware of an occasion requiring Emergency Maintenance.

“Force Majeure Event” means an event beyond either party’s reasonable control (excluding payment obligations under the Agreement), including without limitation, significant failure of a part of the power grid, sabotage, denial of service attack, significant failure of the Internet, natural disaster, war, riot, insurrection, pandemic, epidemic, strikes or other organized labor action, terrorism, or other events of an unforeseeable nature. The Party affected by the Force Majeure Event shall diligently attempt to remove such cause or causes and shall promptly notify the other Party of the existence of the Force Majeure Event and its probable duration.

“Scheduled Maintenance” means maintenance performed by or on behalf of Appspace for which Appspace provides notice to End User of such maintenance no less than 72 hours prior to the occurrence of maintenance that will involve both Parties. “Scheduled Maintenance” shall not include instances of Emergency Maintenance unless otherwise agreed by the Parties in writing.

“Scheduled Uptime Minutes” means the difference between (a) the total aggregate minutes in the applicable month and (b) minutes in that month in which the Products are not Available to End User due to Scheduled Maintenance.

“System Availability” means the percentage of total time during which the Products are Available to End User.

“Unscheduled Outage Minutes” means all those minutes in which the Products are not Available to End User, excluding minutes arising from any of the reasons specified in Section 4(c) below.  Unscheduled Outage Minutes shall be counted from the time that End User notifies Appspace of an outage to the time that a representative of Appspace notifies End User that the outage is resolved.