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<br />GUARDIAN RFID System Agreement | 28 <br /> <br />©2020 GUARDIAN RFID. All rights reserved. GUARDIAN RFID is a U.S. registered trademark. <br />Confidential & Proprietary. (Rev. 7/2020) <br />ADDENDUM C <br />SERVICE LEVEL AGREEMENT <br />1. DEFINITIONS <br />Except as defined in this Addendum C, all defined terms have the meaning set forth in the <br />Agreement. <br />(a) "Attainment" means the percentage of time during a calendar quarter, with percentages based on <br />those contained in the chart under Section 2(d) of this Addendum C, in which the Customer has <br />GUARDIAN RFID OnDemand Availability. <br />(b) "Customer Error Incident" means any service unavailability, which GUARDIAN RFID did not <br />directly cause or create, resulting from any one or a combination of the following: (i) the <br />Customer’s Third-Party Software or the Customer’s Third-Party Hardware, (ii) the acts or <br />omissions of any Customer Personnel, or (iii) the acts or omissions of any personnel or third-party <br />providers over whom GUARDIAN RFID exercises no control. <br />(c) "Disaster" means an event that renders any portion of a data center's infrastructure used in <br />connection with the Agreement both inoperable and unrecoverable. <br />(d) "Downtime" means those minutes during which any portion of GUARDIAN RFID OnDemand is <br />not available for the Customer’s use. <br />(e) “Unscheduled Downtime” means Downtime that is not due to any one or a combination of the <br />following: Scheduled Downtime, Emergency Maintenance (unless GUARDIAN RFID is the cause <br />of the issue that requires such Emergency Maintenance), Customer Error Incidents, or Force <br />Majeure Events. <br />(f) "Emergency Maintenance" means (i) maintenance that is required to patch a critical security <br />vulnerability, or (ii) maintenance that is required to prevent an imminent outage of GUARDIAN <br />RFID OnDemand Availability. <br />(g) "Scheduled Downtime" means those minutes during which GUARDIAN RFID OnDemand is not <br />available for the Customer’s use due to GUARDIAN RFID's scheduled maintenance windows. <br />(h) “GUARDIAN RFID OnDemand Availability" means that GUARDIAN RFID OnDemand is capable <br />of receiving, processing, and responding to requests by or from the Customer and each of the <br />Authorized Customer Personnel, excluding Scheduled Downtime, Emergency Maintenance <br />(unless GUARDIAN RFID is the cause of the issue that requires such Emergency Maintenance), <br />Customer Error Incidents, and Force Majeure Events. <br />(i) “RPO” means Recovery Point Objective, and refers to the maximum data loss per declared <br />Disaster event during any calendar quarter throughout the Term that could occur following a <br />Disaster. <br />(j) “RTO” means Recovery Time Objective, and refers to the amount of time per declared Disaster <br />event during any calendar quarter throughout the Term that it takes for GUARDIAN RFID <br />OnDemand to become operational following a Disaster. <br /> <br />DocuSign Envelope ID: DD745968-955D-4BC3-861E-CC4C36AA7B3D