LeaseQuery 8/4/2022 - Laserfiche WebLink

Exhibit A Service Level Agreements(SLAs) LeaseQuery's Solution is a software-as-a-service based on a multi-tenanted operating model that applies common, consistent management practices for all clients using the service. This common operating model,which requires LeaseQuery to make uniform availability commitments across its client base,allows LeaseQuery to provide the high level of service reflected in its agreements with its clients.Capitalized terms not defined herein shall have the meanings ascribed to such terms in the Agreement. 1. Service Availability.LeaseQuery's service availability commitment for a given calendar month is 99.9%,excluding Planned Maintenance.For purposes of calculating service availability,(1)"Total"means the total minutes in the month;(ii)"Unplanned Outage" means the total minutes for which Client notifies LeaseQuery within 30 days after the end of the applicable month and LeaseQuery confirms that the Solution is unavailable due to an unplanned outage during the month;and(iii)"Planned Maintenance"means the total minutes of planned maintenance during the month.Planned Maintenance will occur only between 12:00 a.m.(midnight)and 2:00 a.m. (Eastern Time),Monday through Friday,or,on Friday and Saturday,between 11:00 p.m.and 5:00 a.m.the following morning(Eastern Time).All times are subject to change upon reasonable notice.If actual maintenance occurs outside of the times reserved for Planned Maintenance, such time is considered an Unplanned Outage. If actual maintenance is less than the time reserved for Planned Maintenance,the difference will not be applied as a credit to offset any Unplanned Outage time for the month.The measurement point for service availability is the availability of the Solution at the hosting data center's Internet connection points.Service availability is calculated per month as follows: Total—Unplanned Outage—Planned Maintenance ( Total—Planned Maintenance ) X 100>_99,9% 2, Noncompliance with Service Availability Commitment.The consequences of a failure by LeaseQuery to meet the service availability commitment set forth above are set forth below: (a) First month of missed availability:If requested by Client,the parties shall meet telephonically,at Client's request,to discuss potential corrective actions. (b) Second consecutive month: 10%of the subscription fee for the applicable month. (c) Third consecutive month:20%of the subscription fee for the applicable month. (d) Fourth consecutive month:30%of the subscription fee for the applicable month. (e) Fifth consecutive month:40%of the subscription fee for the applicable month. (f) Sixth consecutive month:50%of the subscription fee for the applicable month. (g) More than six consecutive months:Within 30 days of such failure,either party shall have the option to terminate the Agreement. Credits shall be deducted from subsequent invoices for subscription fees or other fees or, upon the expiration or termination of the Agreement,paid to Client directly or offset against other amounts due to LeaseQuery hereunder.The remedies set forth in this exhibit shall be Client's sole remedies and LeaseQuery's sole liability for missed service availability commitments. - 14-