Support Exhibit & SLA

Availability

Definition:

Available/Availability of the Covered Service means when Company’s SAAS services and systems can receive and respond to requests.
Minimum Uptime Percentage the Minimum uptime percentage for the Covered Services is 99.9% (excluding the downtime caused by the 3rd Party Systems like AWS or others which are beyond Enveu’s Scope)

Available Service Credits

Uptime Percentage	Service Credit
> 95% but < 99	5%
> 90% but < 95%	10%
<90%	15%

Notification Process

Client may check the status of the Covered Services by visiting status.enveu.com

Scheduled Maintenance might be required to perform System checks, Version upgrades, Required maintenance fixes. In most cases the system will send an auto generated email to Client’s Admin Email (only if configured) on any such Scheduled activity.

Other (Excluded Service Outages)

Excluded Minutes for services pertaining to SAAS if the volume of API/System calls (or volume of API requests) made to the Covered Service by Client spikes more than 50% over the average volume of the previous three months for two consecutive months AND/OR Also, if there is a sudden spike in number of users beyond 20% of the Selected usage tier (specific to this Service Order Agreement), Client will not be eligible for Service Credits, unless Client and Company have a prior written agreement in place for Company to accommodate such spikes in demand.

Maintenance

Company will schedule maintenance during hours other than during 8am- 10pm in Client’s Local Time Zone, unless the maintenance relates to a service outage. “Local Time Zone” means the time zone in the city listed in this Section for the address provided by Client in the applicable Service Order:
North America addresses will use Mountain Time
EMEA addresses will use Dubai (GST) Time; and
APAC addresses will use Noida (IST) Time.
Any service outage or impact caused due to a certain 3rd party related issue which is not within the Covered Services (SAAS)
Any impact caused while deploying a new requirement mutually agreed b/w Company and the Client.
Prior notification to the Client will be provided and maintenance will be scheduled after confirmation from the client

SLA

Company will provide support based upon the criticality of the task/bug. Turnaround time of the task/bug will be as per below matrix. Our SLA is defined based on the criticality of the issue and therefore divided the same in 4 categories in table below:

Priority Assignment	Severity Definition	Response Time ^{1}	Remedy Time^{2}	Final Resolution Time ^{3}
Severity 1: (Critical)	(1) a Critical Service failure affecting more than 10% of the total active users; OR (2) a Critical Service failure affecting more than 10% of the total content available via the platform.	30 minutes (24x7 support)	4 hours	< 3 business days (web) and < 10 business days (other apps)
Severity 2: (High)	(1) a Critical Service failure affecting more than 5% of the total active users and/or more than 5% of the total content available via the platform; (2) significant performance degradation of a Critical Service; OR (3) critical visibility user interface layout error.	2 hours	8 hours	< 15 calendar days
Severity 3: (Medium)	(1) A Critical Service failure affecting less than 5% of the total end users and/or less than 5% of the total content available via the platform; (2) A production issue that does not impede a Critical Service but impacts more than 50% of the total end users and/or more than 50% of the total content available via the platform. ( 3) Minor system performance issue; OR (4) High visibility user interface layout issue.	6 hours	36 hours	< 30 business days
Severity 4: (Low):	(1) Inquiries related to routine technical issues; ; (2) Information requests regarding application capabilities, navigation, and/or installation; (3) Low visibility UI layout bugs. (4) A production issue that does not impede a Critical Service but impacts less than 50% of the total end users and/or less than 50% of the total content available via the platform; or (5) any issue that impacts less than 1% of total end users and/or 1% of the total content available via the platform.	12 hours	48 hours	In Next Release

Response Time – Time to respond to the issue. This includes being available to be reported an issue, testing it and acknowledging its existence.
Remedy Time – Time to issue first fix to rectify with a temporary fix. May include manipulating the data from backend or via some other mechanism to get the backend system to work.
Resolution Time – Time to resolve the issue permanently with a change in the codebase to ensure that it works without the temporary fix.

Inclusions

In addition to this, Company will provide with:

Service Dashboard where system health can be monitored
Monthly report on performance of the system (upon request)

Exclusions

SLA shall not cover the following clauses:

Planned downtimes in non-business hours shall not be covered under this SLA. Such downtimes shall be duly communicated to the client and will be taken only upon formal approval from them. We may require planned downtimes to publish some new changes/features, for which Company will seek formal approval.
End user will be presented with a proper message notifying such downtime when they open the app. Client can provide the relevant message to be shown. If any downtime happens as a result of outages in the 3rd party systems integrated with the platform, this SLA will not cover it.

Service Credits

If Enveu fails to satisfy either (or both) the Front-end Uptime commitment and/or the Back-end Uptime (Experience Manager and/or Subscriber/Monetization Manager) commitment during a calendar month, and provided Client is not in breach of the Agreement, Enveu will issue a credit in an amount equal to the following:

“SLA Credit” = Total cumulative minutes of Front-end Downtime less than the Front-end Uptime commitment (for the month) plus total cumulative minutes of Back-end Downtime less than the Back-end Uptime commitment (for the month) multiplied by the effective per minute rate of the Platform License Fee (total amount, paid monthly) ; meaning, the Platform License Fee divided by the total number of minutes in the then-current Initial Term or Renewal Term.

The provision by Enveu of the SLA Credit is Client’s sole and exclusive remedy for Downtime and any failure to meet the terms of this Service Level Agreement. To request an SLA Credit, Company must contact Enveu either via their Account Manager or Support Portal within 30 days after the end of the month in which the SLA Credit was earned. Recorded testing by Enveu of Experience Manager/others from an external network (non Enveu) shall be determinative as to the existence and duration of a Downtime Event as well as the remedy thereof. Multiple Downtime Events occurring simultaneously shall be considered a single Downtime Event.

Front-end Uptime and Back-end Uptime are separate metrics;

Front-end Downtime does not affect or count against Back-end Uptime and Back-end Downtime does not affect or count against Front-end Uptime;

A Downtime Event that causes both Front-end Downtime and Back-end Downtime shall be treated as Front-end Downtime only.