SERVICE LEVEL AGREEMENT

All response times are based on receipt of the request during regular business hours. If a software issue request is received outside of regular business hours, the Response time shall start running from 10.00 a.m. EST on the next business day.

*Critical Issues During Non-Business Hours

If Customer experiences a Critical issue during non-business hours, then they should create a support ticket. If, for some reason, the case is not responded to within 2 hours the customer should escalate to their assigned Account Executive. If, for some reason, the assigned Account Executive doesn't respond within 2 hours, then the Customer should escalate to the following address: support@1huddle.co. The overall case escalation process will garner a response within 8 hours.

6. Credits.

If 1Huddle fails to maintain the Service Level Commitment for Training Access, 1Huddle shall provide Customer with a Service Level Credit. A Service Level Credit will equal 2% of Customer’s monthly fee (or if paid quarterly, annually or on another schedule, based on the pro-rata monthly fee) for the affected components of the Training Services per eight hours of downtime (after the initial 1.0% of downtime) or delay in beginning repairs, as applicable, for the affected Training Services, up to 50% of the monthly amount of the fee for the affected components of the 1Huddle Services.

If 1Huddle fails to meet the Case Escalation Response criteria as set forth in Section 5 of this SLA 95% of the time for all severity levels in a given month, 1Huddle shall provide one Response Service Credit. A Response Service Credit will equal 1% of Customer’s monthly fee (or if paid quarterly, annually or on another schedule, based on the pro-rata monthly fee) for the affected components of the Training Services per each missed Case Escalation Response Criteria (after the initial 5% of downtime) or delay in beginning repairs, as applicable, for the affected Training Services, up to 50% of the monthly amount of the fee for the affected components of the 1Huddle Services. The maximum monthly credit to Customer, whether by Service Level Credit, Response Service Credit, or any combination thereof, shall not exceed fifty (50%) percent of the monthly fee (or the pro-rata amount of the monthly fee) paid by Customer to 1Huddle.

Customer is only eligible for service credits described in this paragraph 6, after the first forty-five (45) days of the Services, to allow for fine-tuning and configuration of the infrastructure.

7. Process to Receive Service Credits.

To receive a Service Credit, Customer must submit a written request to 1Huddle by sending an e-mail to Customer’s 1Huddle account manager. The request for a Service Credit must: (i) include the dates and times of each incident of the Services unavailability, including the website URLs that were not available at the time of each incident; (ii) include, for Response Service Credits, the time of the request, the time the request was responded to, and the time the issue was resolved; (iii) include related support and proof for each incident; and (iv) be received within thirty (30) days of the incident. 1Huddle will verify the information provided by Customer. In the event of a conflict between Customer and 1Huddle, the parties shall work in good-faith to confirm the extent of the Services unavailability and the applicable amount of the applicable Service Credits.