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DocuSign Envelope ID: AACA4047- 6701 - 4848- B437- 4B2E153639C0 <br />10. SERVICE LEVEL AGREEMENT. When we use the term "Service Level <br />Agreement" or "SLA" anywhere in this Agreement, we are referring to the <br />service level agreement set forth in this Section <br />13. We will use commercially reasonable efforts to make the Cloud Services <br />available 99.95% of the Service Year. "Service Year" means the three <br />hundred sixty five -day period immediately preceding a claim for a service <br />credit. (a) SERVICE CREDIT. Uptime for each Service Year will be calculated <br />by subtracting from 100% the percentage of time during which our <br />Infrastructure was unavailable to all of our Cloud Service clients (the " Uptime <br />Percentage "). If the Uptime Percentage for the Service Year is less than <br />99.95 %, you will be eligible for a service credit equal to 10% of your Cloud <br />Services bill for the calendar month in which the Uptime Percentage dropped <br />below 99.95 %. The Uptime Percentage will be calculated using five - minute <br />increments. (b) DOWNTIME EXCLUSIONS. Downtime does not include <br />unavailability caused by one or more of the following: (i) maintenance, a <br />suspension, or a termination of the Cloud Services; (ii) the failure of servers or <br />services outside of a datacenter on which the Cloud Services are dependent, <br />including, but not limited to, inaccessibility on the Internet that is not caused <br />by our Infrastructure or network providers; (iii) a force majeure event such as <br />an act of God, act of war, act of terrorism, fire, governmental action, labor <br />dispute, and any other circumstances or events not in our direct control; (iv) <br />an attack on our Infrastructure, including a denial of service attack or <br />unauthorized access (i.e., hacking); (v) unavailability not reported by you in <br />accordance with the reporting provisions in Section 13(c) within five (5) of the <br />days of the date on which the Uptime Percentage dropped below 99.95 %; (vi) <br />unavailability that results from the failure of individual Cloud Servers and that <br />is not attributable to an event causing unavailability to all clients using the <br />Cloud Services; or (vii) unavailability that is caused by your breach of this <br />Agreement. (c) SERVICE CREDIT PROCEDURES. We will determine, in our <br />reasonable discretion, your eligibility for service credits and the amount of <br />service credits awarded pursuant to this SLA. To be eligible for service <br />credits, you must send us a reasonably detailed, written request for service <br />credits no later than five (5) Business Days after the day on which your <br />