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xel <br />Julota® SaaS Agreement <br />Response Time <br />Critical <br />High <br />Low <br />4 hours via hotline <br />IMMEIMIMMEMMEMP <br />2 business days via email or <br />web portal <br />3 business days via email or <br />web portal <br />2 hours via hotline <br />1 business day via email or <br />web portal <br />1 business day via email or <br />web portal <br />Elite Services <br />24/7 <br />1 hour via hotline <br />'/� business day via email or <br />web portal <br />1 business day via email or <br />web portal <br />L . Availability and Responsiveness Customer <br />1. Monthly Availability Percentage. Julota shall maintain Availability of the hosting Services in accordance <br />with at least the following Monthly Availability Percentage (as defined in this Exhibit B below): <br />Monthly Availability Percentage <br />99% <br />2. Failure to meet Monthly Availability Percentage. In the event of a Failure by Julota to meet the Monthly <br />Availability Percentage set forth above in any calendar month during the Term, Julota shall issue Customer a <br />service credit ("Service Credit") as follows: <br />Performance Level <br />1 <br />2 <br />3 <br />Monthly Availability <br />Percentage <br />Between 97% and 99.8% <br />Between 95% and 96.99% <br />Less than 94.99% <br />Service Credit <br />2% of the monthly <br />subscription fees paid in the <br />month preceding the Failure. <br />3% of the monthly <br />subscription fees paid in the <br />month preceding the Failure. <br />5% of the monthly <br />subscription fees paid in the <br />month preceding the Failure. <br />Customer shall have the right to immediately terminate this Agreement upon written notice to Julota if a) the <br />Monthly Availability Percentage falls below 85% for one calendar month, or b) the Monthly Availability <br />page 11 of 16 <br />