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DocuSign Envelope ID:90A54439-23B9-40AF-8246-BFCAAEAA529D <br /> EXHIBIT A <br /> SERVICE LEVEL AGREEMENT <br /> This Service Level Agreement ("SLA') forms part of the Terms of Service ("TOS"). Capitalized terms <br /> not otherwise defined shall have the meaning given to them in the TOS. Except as modified below, the <br /> terms of the TOS shall remain in full force and effect. <br /> 1. Additional Definitions. <br /> "Error" means a reproducible failure of the Service to perform in substantial conformity <br /> with the specifications set forth in the Specifications, whose origin can be isolated to a single cause. <br /> "Incident" means a support request that begins when Customer contacts Submittable <br /> to report one specific Error and ends when Submittable either: (a) Resolves the Error; or (b) <br /> determines in its reasonable discretion that the Error cannot be Resolved. <br /> "Maintenance Release" means any update, upgrade, release, or other adaptation or <br /> modification of the Service, including any updated Documentation, that Submittable may provide to <br /> Customer from time to time, which may contain, among other things, Error corrections, <br /> enhancements, improvements, or other changes to the user interface, functionality, compatibility, <br /> capabilities, performance, efficiency, or quality of the Service, but does not include any New Version. <br /> "New Version" means any new version of the Service that Submittable may from time <br /> to time introduce and market generally as a distinct product and which Submittable may make <br /> available to Customer at an additional cost under a separate written agreement. <br /> "Resolve" means the provision of: (a) services that, in Submittable's reasonable <br /> discretion, corrects the Error; (b) information to Customer that corrects the Error; (c) information to <br /> Customer on how to obtain a solution that corrects the Error; or (d) information to Customer that <br /> identifies the Error as being corrected through a Maintenance Release. <br /> "Response Time" means the time period for Submittable to acknowledge the <br /> submission of an Incident. Such period will commence on submission of the Incident and conclude <br /> upon first response by Submittable. <br /> "Severity Level 1" means any Error causing a production instance of the Service not to <br /> be available. <br /> "Severity Level 2" means any Error causing a non-production instance of the Service <br /> not to be available, or any Error causing any mission critical function of any production instance of the <br /> Service to perform unacceptably or to fail. <br /> "Severity Level 3" means any Error related to the production instance of the Service <br /> that does not qualify as a Severity Level 1 or Severity Level 2; or any Error causing any mission <br /> critical function of any non-production instance of the Service to perform unacceptably or to fail. <br /> "Severity Level 4" means any Error that does not qualify as Severity Level 1, 2, or 3. <br /> "Target Resolution Time" means the target time period for Submittable to Resolve the <br /> Error or provide a workaround or other temporary fix. Such period shall commence on the submission <br /> of the Incident, and shall conclude when the Error is Resolved, and shall not include any time lapsed <br /> as a result of waiting for Customer's input or responses to Submittable's requests regarding the Error. <br /> 2. Incident Response Time. During the term of the TOS, Submittable shall use best efforts to <br /> respond to and Resolve any Incidents in accordance with the following timeframes: <br /> Submittable Customer Terms of Service v1.1—Exhibit A Page 1 of 3 <br />