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<br />1 <br /> <br />www.viriciti.com <br />1. DEFINITIONS <br />1.1 All defined terms in this agreement shall have the meaning set out in the Terms and <br />Conditions, unless specified otherwise. <br />Uptime The period the Service is accessible for the User. In the event the <br />Service is not accessible for the User as a result of <br />circumstances on the User’s side (e.g. No internet connection, <br />failing Client’s hardware, failure to install updates) or as a result <br />of lack of availability of systems and services not operated by <br />ViriCiti (e.g. Disturbances occurring at ViriCiti’s telecom providers <br />and/or cloud service provider), such period will be considered a <br />period of Uptime. <br />Defect Unexpected reproducible behavior against the design of the <br />Service (so a reproducible “bug”) if the User uses the supported <br />hard- and software. <br />Emergency Maintenance The maintenance in the event of any Defects, Incidents or lack of <br />Uptime due to denial of service attacks, network floods and <br />hacking, events that cannot be prevented by reasonable and <br />GDPR compliant security measures taken by ViriCiti. In these <br />circumstances, ViriCiti will use commercially reasonable <br />endeavors to resolve any issues caused by such an event. <br />Fix a minor change to the Service. <br />Incident An event whereby the Service is not operating as expected <br />(including a Defect), and (if raised by Client) notified to ViriCiti as <br />detailed herein. <br />Release A change or enhancement in the functionality of the Service <br />and/or the delivery of new features and functionalities, or <br />amended features and resolutions to Defects <br />Scheduled Maintenance The planned and/or scheduled and/or preventative maintenance. <br />Status page Page that is used by ViriCiti to communicate about scheduled <br />maintenance and current Defects and Incidents1. <br />Support window For clients outside of the US: Monday to Friday from 8AM to 8PM <br />Central European Time (excluding any public holidays in the <br />Netherlands). For US East-coast clients: from 8AM to 5PM EST <br />(excluding any public holidays in the US). For US West-coast <br />clients: from 8AM to 5PM Pacific Standard time (excluding any <br />public holidays in the US).2 <br />Terms and Conditions ViriCiti’s terms and conditions <br />User A legitimate end-user of the Service. <br /> <br />1 Link to status page: https://viriciti.statuspage.io/ <br />2 For detailed information about or Support window and working days we refer to Annex I of this document