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Q) JuIota* <br /> Julota®SaaS Agreement <br /> Basic Services Premium Services Elite Services <br /> Coverage Business Hours Business Hours 2417 <br /> Response Time <br /> Critical 4 hours via,hotline 2 hours via hotline 1 hour via hotline,, <br /> High 2 business days via email or 1 business day via email or %business'day via email or <br /> web portal web portal web portal <br /> Low 3 business days via email or 1 business day via email or 1 business day: via email or <br /> web;portal' web portal web portal <br /> D. 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 Monthly Availability Service Credit <br /> Percentage <br /> 1 Between 97%and 99.8% 2%of the monthly <br /> subscription fees paid in the <br /> month preceding the Failure. <br /> 2 Between 95%and 96.99% 3%of the monthly <br /> subscription fees paid in the <br /> month preceding the Failure. <br /> 3 Less than 94.99% 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,orb)the Monthly Availability <br /> page 11of16 <br />