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DocuSign Envelope ID:90A54439-23B9-40AF-8246-BFCAAEAA529D <br /> PRIORITY RESPONSE TARGET TARGET <br /> LEVEL TIME UPDATE RESOLUTION <br /> INTERVALS TIME <br /> Severity Level One (1) hour Two (2) hours Twenty-Four (24) <br /> 1 hours <br /> Severity Level Two (2) hours Four (4) hours Forty-Eight (48) <br /> 2 hours <br /> Severity Level Two (2) hours Three (3) days Seven (7) days <br /> 3 <br /> Severity Level Four (4) Seven (7) days Next Maintenance <br /> 4 hours Release <br /> 3. Computation of Time. For Severity Level 1 and 2, hours and days shall be determined on a 24 x <br /> 7 x 365 basis. For all other requests, hours and days shall be determined on a 24 x 5 basis, excluding <br /> holidays observed by Submittable. <br /> 4. Incidents. Submittable has the sole right to determine, in its reasonable discretion: (a) what <br /> constitutes an Incident; and (b) when an Incident is deemed to be Resolved. If Submittable Resolves an <br /> Error by providing a workaround or other temporary fix, Submittable will use commercially reasonable <br /> efforts to determine a permanent resolution to the Error described in the Incident. <br /> 5. Scheduled Downtime. Submittable will provide at least one (1) week of notice before <br /> implementing any scheduled downtime when Services will not be available. <br /> 6. Uptime Percentage. Submittable shall use commercially reasonable efforts to ensure the <br /> uptime percentage of the Service will be at or greater than ninety-eight percent (98%). <br /> 7. Maintenance Releases. Submittable will provide Customer with all Maintenance Releases <br /> under the terms and conditions set forth in the TOS. Customer does not have any right under or in <br /> connection with this SLA to receive any New Versions of the Service that Submittable may, in its sole <br /> discretion, release from time to time. <br /> 8. Exceptions. Submittable has no obligation to Resolve Errors that, in whole or in part, arise out <br /> of or result from any of the following: <br /> 8.1 The Services or site, or the media on which they are provided, that is modified or <br /> damaged by Customer; <br /> 8.2 Any operation or use of, or other activity relating to, the Service other than as specified <br /> in the Specifications, including any incorporation in the Service of, or combination, operation or use of <br /> the Service in or with, any technology (including any software, hardware, firmware, system, or <br /> network) or service not specified for Customer's use in the Specifications, unless otherwise expressly <br /> permitted in writing by Submittable; <br /> 8.3 Any delay or failure of performance caused in whole or in part by any delay or failure to <br /> perform any of Customer's obligations under the TOS or this SLA; <br /> 8.4 Customer's failure to promptly install any Maintenance Release that Submittable has <br /> previously made available to Customer; <br /> 8.5 The operation of, or access to, Customer or a third-party's system or network; or <br /> 8.6 Any Force Majeure Event (including abnormal physical or electrical stress). <br /> Submittable Customer Terms of Service v1.1—Exhibit A Page 2 of 3 <br />