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DocuSign Envelope ID: 79E3BFD4-30BE-4A79-9674-5A78DD593240 <br /> EXHIBIT 1 11 <br /> Should Simpleview fail to achieve 99.9% System Availability in any calendar months, Client shall receive <br /> a prorated credit towards future services. The credit shall be calculated by taking the difference <br /> between 99.9% and the actual percent of System Availability and multiplying by the monthly calculated <br /> licensing fee for the specific application affected (excluding annual licensing fees from third party <br /> providers like Distribion). <br /> Should Simpleview fail to achieve 99.9 % System Availability in each of two consecutive calendar <br /> months, Client shall have the right to terminate this Agreement for cause (and without having to give <br /> Simpleview any cure period), in which case Simpleview will refund to Client any prepaid fees for the <br /> remainder of the Term after the date of termination. Claims under this service level warranty must be <br /> made in good faith and by submitting a support case within 20 business days after the end of the <br /> relevant period. <br /> i <br /> 2.3.2 Disaster Recovery. Simpleview shall maintain a disaster recovery plan (a "DRP") for all <br /> technology required to provide the Services, together with the capacity to execute the DRP. The DRP <br /> shall, at a minimum, require mirror servers or ability to connect Client's servers via multiple Internet <br /> Service Providers (ISPs). Upon request by Client, Simpleview shall provide Client with an executive <br /> summary of Simpleview"s then-current version of the DRP. Simpleview shall perform disaster recovery <br /> tests at least annually. Simpleview shall provide Client a written description of all DRP test results in <br /> sufficient detail to allow Client to assess the success of each test. <br /> 2.3.3 Security. Simpleview shall provide all reasonable physical, anti-virus and password related <br /> security for the Simpleview system and/or services, and will make all reasonable security procedures <br /> available to protect Client Data from unauthorized access. Simpleview shall have and adhere to <br /> commercially reasonable written information security guidelines for maintaining security controls which <br /> guidelines include without limitation, physical, administrative and technological controls. Simpleview <br /> shall act proactively in preventing security breaches and laying out a process for fixing known security <br /> breaches once identified. Simpleview shall notify Client when security breaches or security holes are <br /> identified. <br /> 2.3.4 Backup Procedures. Data will be backed up on at least a daily basis. In the event that a data <br /> restore is required as a result of equipment failure, Simpleview will bear the costs of such restore. Client <br /> may request a back-up of data at any time. <br /> 3. Service Fees <br /> Page 13 <br />