Overview:

The following terms will have the following meanings when used in this Service Level Agreement.

• “Business Hours” means Monday – Friday, excluding bank holidays, between the hours of 9:00 a.m. – 5:00 p.m. Eastern Standard Time.
• “Daytime Hours” means 7 days a week, between the hours of 8:00 a.m. – 9:00 p.m. Eastern Standard Time.
• “Downtime” means a measurement interval during Daytime Hours in which Unboxed fails to provide the material functionality of Spoke, excluding Scheduled Maintenance Downtime.
• “Maximum Tolerable Downtime (MTD)” means the total amount of time leaders/managers are willing to accept for a mission/business process outage or disruption and includes all impact considerations.
• “Measurement Period” means one calendar month, less any Scheduled Maintenance Downtime.
• “Resolution Time” means the elapsed clock time during Business Hours between (i) Client’s service call to report a problem and (ii) implementation of a change in or adjustment to Spoke that corrects the problem and causes Spoke to be in compliance and operate without material malfunction.
• “Response Time” means the elapsed clock time during Business Hours between (i) the reporting a problem and (ii) an Unboxed technical support analyst capable of understanding the problem speaking to Client’s support contact about the problem.
• “Scheduled Maintenance Downtime” means a measurement Interval during which Spoke is unavailable due to maintenance, upgrades, and vulnerability patches, of which Client has received, at least one (1) business day advance notice, and which occurs outside Business Hours, unless otherwise approved by an authorized Client representative.
• “Workaround” means a solution that resolves a problem without decreasing material features, functionality or performance of Spoke or resulting in an added burden or expense to Client.
• Spoke Service Commitment: 99% Uptime
• Unboxed will use commercially reasonable efforts to make your Spoke service available with a Monthly Uptime Percentage of at least 99% during each month.

Service Levels for Response & Resolution Times

Unboxed will respond to and resolve problems so as to meet the service requirements in accordance with the Response & Resolution Times table below. Any failure by Unboxed to meet Priority Level One or Two requirements three or more times in any three concurrent month period, when such failure is caused by Unboxed provided by Unboxed and not Client supplied equipment or software nor any other cause beyond Unboxed’s reasonable control, client may be eligible to receive a service credit.