Service & Support Level Commitment (“SLA”)

1. Description of Services Covered

This Service and Support Level Commitment (“SLA”) covers the following service levels in relation to the Subscription Service: availability, problem response support, problem resolution support, and system performance. All capitalized terms used but not defined in this SLA shall have the respective meanings given to them in the associated Branddocs Corporate Subscriber Terms and Conditions or Master Services Agreement.

2. Definitions

“Excusable Downtime” means monthly scheduled maintenance that allows Branddocs to perform mainte-nance or repairs, or to add or enhance features of the Subscription Service. Unless otherwise notified to Sub-scriber, the Excusable Downtime will occur during the time periods described at www.brand-docs.com. Gen-erally, maintenance is performed the first Friday of each month between the hours of 9pm PST and 11pm EST.

“Platform” refers to the Information Systems of Branddocs which provides the required services to the cli-ent.

“Function/Functionality” means a material feature or functionality described in the Subscription Service Specifications.

“Scheduled Uptime” means the hours for which the Subscription Service is designed to be available for ac-cess by Subscriber (excluding Excusable Downtime).

“Subscription Service Availability” means the percentage of time that the Subscription Service is in service and fully available for access and data input by Subscriber, and is calculated as follows: for each month, the aggregate amount of actual uptime expressed as a percentage of the Scheduled Uptime (i.e. Subscription Service Availability = Actual Uptime/Scheduled Uptime).

3. Response & Resolution Service Levels

Branddocs shall target the Key Performance Indicators for Scheduled Uptime and Subscription Service Availability described in the table below.


Service	Key Performance Indicators
Scheduled Uptime	24 hours per day, 7 days per week, 52 weeks per year (excluding Excusable Downtime)
Subscription Service Availability	99.7%

4. Problem Response & Resolution Service Levels

Branddocs will respond to and resolve problems identified by Subscriber as set forth below. These Service Levels are not applicable to known bugs or non-reproducible errors.


Problem Severity Level	Service	Key Performance Indicators
Level 1: The Subscription Service is not available for use, including any Function that is required to complete the digital transaction.	Branddocs will respond to and Branddocs senior engineers will commence efforts to fix Level 1 problems within 15 minutes to 4 hours after Subscriber reports such problem during working hours from 9:00 to 18:00(UTC+1 Madrid Time) or Branddocs detection of such problem, whichever is earlier.	Branddocs will make all commercially reasonable efforts to solve or provide a solution to the Customer for Level 1 problems, in a maximum of 24 hours during working days.
Level 2: A Function is unavailable but does not prevent the completion of the digital transaction.	Branddocs will respond to and will commence efforts to fix Level 2 problems no later than eight (8) to twenty-four (24) business hours after Subscriber reports such problem or Branddocs detection of such problem, whichever is earlier.	Branddocs will make all commercially reasonable efforts, during normal business hours, to resolve or provide Subscriber with an acceptable solution for the Level 2 problem within seven (7) to ten (10) calendar days after Subscriber reports such problem or Branddocs detection of such problem, whichever is earlier.
Level 2: A Function is impaired but does not prevent the completion of the the digital transaction.	Branddocs will respond to Level 3 problems within twenty-four (24) to seventy-two (72) hours for Premier Support Subscribers and within one hundred twenty (120) hours for Plus Support Subscribers, after Subscrib-er reports such problem or Brand-doc detection of such problem, whichever is earlier.	Branddocs will resolve or provide Subscriber with a reasonably acceptable work-around for the Level 3 problem within sixty (60) to one hundred and twenty (120) calendar days for Premier Support Subscribers and within one hundred twenty (120) calendar days for Plus Support Subscribers, after Subscriber reports such problem or Branddocs detection of such problem, whichever is earlier. Branddocs will provide a permanent fix in the next Update.