====== Symvol Cloud Service Level Agreement (SLA) ====== 
//Version 2021030100//

During the Term of the SPC Customer Agreement, the Covered Service will provide a Monthly Uptime Percentage to You of at least 99.95% (the Service Level Objective or SLO).  If Uform does not meet the SLO, and if You meet Your obligations under this SLA, You will be eligible to receive the Financial Credits described below.  This SLA states Your sole and exclusive remedy for any failure by Uform to meet the SLO.  Capitalized terms used in this SLA, but not defined in this SLA, have meeting set forth in the Agreement. 

===== 1.  Definitions =====

**Covered Services** means the Symvol Private Cloud Infrastructure.

**Downtime** means more than a ten percent Error Rate.
  
**Down Period** means a period of five consecutive minutes of Downtime, with the exclusion of any scheduled maintenance or issues with the Purchaser’s internet connection. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.

**Financial Credit** means the following:

Monthly Uptime Percentage | Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of the Purchaser
:------ | :------
99.00% – < 99.95%   |10%  
90.00% – < 99.00% | 25% 
< 90.00%| 50%


**Monthly Uptime Percentage** means total number of minutes a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.


===== 2. Requesting Credit =====

In order to receive any of the Financial Credits described above, You must notify Uform’s technical support within thirty days from the time You become eligible to receive a Financial Credit. Failure to comply with this requirement will forfeit the Your right to receive a Financial Credit.