Support Policy and SLA

Service Level Terms
The Services shall be available 99.9%, measured monthly including holidays and weekends but excluding scheduled maintenance.  If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Customer's sole and exclusive remedy, and Company's entire liability, in connection with Service availability shall be that foreach period of downtime lasting longer than one hour, Company will credit Customer 5% of Service fees for each period of 30 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day.  Downtime shall begin to accrue as soon asCustomer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the Services is restored.  In order to receive downtime credit, Customer must notify Company in writing within 24 hours from the time of downtime, and failure to provide such notice will forfeit the right to receive downtime credit.  Such credits may not be redeemedfor cash and shall not be cumulative beyond a total of credits for one (1)week of Service Fees in any one (1) calendar month in any event.  Company will only apply a credit to the monthin which the incident occurred. Company’s blocking of data communications or other Service in accordancewith its policies shall not be deemed to be a failure of Company to provideadequate service levels under this Agreement.

‍Support Terms
‍Company will provide reasonable technical support to Customer by electronic mail and/or phone in connection with its Use of the Services on weekdays and weekends during the hours of 9:00 a.m. to 5:00 p.m. Pacific Time, with the exception of U.S. federal holidays (“Support Hours”), subject to the following conditions: (i) prior to initiating any support request,Customer (and its own personnel responsible for information technology support)will have first attempted to resolve the issue generating the need for such support; and (ii) Customer will reasonably cooperate with Company support staff as needed to resolve the issue.

A. Customer may initiate a helpdesk ticket during Support Hours by calling (408) 634-3224, or any time by emailing support@sonet.io. Customer will provide information and cooperation to Company as reasonably required for Company to provide Support. This includes providing the following information to Company regarding theIncident:
•           Aspects of the Services that are unavailable or not functioning correctly
•           Incident’s impact on users
•           Start time of Incident
•           List of steps to reproduce Incident
•           Relevant log files or data
•           Wording of any error message
•           IncidentID# (when specified by Company)
B. Incident Response. Company’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.

Priority Level 1
Operation of the Services is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
Target Response Time: 4 Business Hour(s)

Priority Level 2
Services is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Services for multiple users.
Target Response Time: 1 Business Day(s)

Priority Level 3
Non-critical issue; no significant impact onperformance of the Services but user experience may be affected.
Target Response Time: 2 Business Day(s)

Current: December 21, 2023
   
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