Service Level Availability and Support Terms

I. Overview

These runZero Service Level Availability and Support Terms (the “SLA”) are incorporated into the runZero Master Subscription Agreement (the “Agreement”), whether located at www.runzero.com/legal/msa/ or set forth in a separate written agreement executed by the parties. All terms that are capitalized but not defined in this SLA will have the same meaning as ascribed to those in the Agreement.

II. Service Level Availability

A. Uptime Target. runZero will use reasonable efforts to ensure that the Uptime of the Covered Services is no less than 99.9% in any calendar month. In the event of a failure to meet the Uptime, Customer may be eligible to receive the Service Credits described below, subject to the terms of this SLA. This SLA states Customer's sole and exclusive remedy for any failure by runZero to meet the Uptime.

B. Definitions. The following definitions shall apply to this SLA.

• “Downtime” means the total period of time during which the Covered Services are completely unreachable and unusable by Customer due solely to a failure within runZero's control, excluding Scheduled Maintenance that results in service unavailability. Downtime will be measured only for periods of continuous service unavailability and will begin when the Covered Services become completely unreachable and end when the Covered Services are restored.

• “Covered Services” means the runZero platform hosted at console.runzero.com or a customer-specific instance managed by runZero on behalf of Customer, but excluding the on-premises version of the Services and software.

• “Uptime Calculation” means the total number of minutes in a calendar month minus the number of minutes of Downtime experienced in a calendar month, divided by the total number of minutes in a calendar month.

• “Scheduled Maintenance” means planned maintenance or updates to the Covered Services that are performed by runZero. runZero will provide advance notice to Customer when reasonably practicable if such maintenance is expected to result in Downtime. Scheduled Maintenance typically takes one (1) hour per calendar month and often has no availability impact on the Covered Services.

• “Services” means one of the runZero Covered Services.

• “Service Credit” means the days of service added to the end of the Subscription Term, as set forth in the Service Credits section below.

• “Subscription Term” means the term set forth in the SOW or Order.

• “Uptime” means that the Uptime Calculation for the Covered Services is at least 99.9% of the time in any calendar month.

C. Service Credits. If Downtime exceeds one (1) hour in a calendar month, Customer will be eligible to receive one (1) day of service credit added to the end of the Subscription Term for each full additional hour of continuous Downtime beyond one (1) hour.

D. Service Credit Exclusions. Customer will not be eligible to receive Service Credits for any Downtime caused by or resulting from: (i) Scheduled Maintenance; (ii) internet connectivity issues or network failures; (iii) Customer's or third party equipment; (iv) misuse of the Covered Services by Customer or a third party acting on behalf of Customer; (v) any use of the Covered Services not in accordance with the Documentation; (vi) Force Majeure events (as defined in the Agreement); (vii) suspension of the Covered Services in accordance with the Agreement; (viii) beta or evaluation features; or (ix) partial degradation where the Covered Services remain accessible.

E. Service Credit Claim Process. In order to receive any of the Service Credits described above, Customer must request the applicable Service Credit by emailing accounts@runzero.com, with copy to Customer’s account executive, with “Service Credit Request” in the subject header (together a “Service Credit Request”), within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. For Customers who ordered Services from a Partner, Customer will receive applicable Service Credit from the Partner on behalf of runZero.

F. Maximum Service Credits. The aggregate maximum number of Service Credits to be issued by runZero (or, for Customers who ordered Services from a Partner, by Partner on behalf of runZero) to Customer for all Downtime that occurs in a single calendar month shall not exceed thirty (30) days of service added to the end of Customer's Subscription Term for the Covered Service. Service Credits may not be exchanged for, or converted to, monetary amounts.

III. Support Services.

A. Overview. This section describes runZero’s technical support services for the Covered Services. Support services are provided according to the severity levels and response targets described below. Support response times are target response times only and are not guarantees.

B. Definitions. The following definitions shall apply to this SLA.

• “Business Day(s)” means any day other than Saturday, Sunday, or a U.S. federal holiday.

• “Business Hours” means 9:00am - 5:00pm Central Time, Monday through Friday, excluding U.S. federal holidays.

• “Service” means the runZero platform hosted at console.runzero.com or a customer-specific instance managed by runZero on behalf of Customer.

• “Software” means any runZero-supplied downloadable software required to provide the Covered Service.

• “Workaround” means a temporary solution for a reported problem.

• “Resolution” means a permanent resolution for a reported problem.

• “runZero Care” means runZero’s premium enterprise support offering that may be purchased as an add-on to Customer’s Subscription Term to the Covered Service.

C. Availability and Contacts. The technical support contact can be reached by emailing support@runzero.com. runZero may change any of the foregoing contact information from time to time with prior written notice to Customer, so long as at least one phone number or email address is at all times available for each means of contact.

D. Severity Levels. Customer will report to runZero any error in the Software or Service, according to the following Severity Levels:

• Severity Level 1 Problem - an emergency condition which makes the use or continued use of any one or more functions of the Software or Service impossible.

• Severity Level 2 Problem - other than any Severity Level 1 Problem, any condition which makes the use or continued use of any one or more functions of the Software or Service difficult and which Customer cannot reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort.

• Severity Level 3 Problem - other than any Severity Level 1 Problem or Severity Level 2 Problem, any limited problem condition which is not critical in that no loss of data occurs and which Customer can reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort.

• Severity Level 4 Problem - other than any Severity Level 1 Problem, Severity Level 2 Problem or Severity Level 3 Problem, a minor problem condition or Documentation error which Customer can easily circumvent or avoid. Additional requests for new feature suggestions, which are defined as new functionality in existing Software or Service are also classified as Severity Level 4.

E. Response Time Measurement. Response times in the support response target tables below are measured as follows:

• Target Response Time - the amount of time from runZero’s receipt of Customer’s support request via email or other approved support channel in which runZero will target an initial response acknowledging receipt of Customer’s reported problem.

• Target Workaround Time - the time in which runZero will target providing a Workaround for the reported problem.

• Target Resolution Time - the time in which runZero will target providing a Resolution for the reported problem.

F. Support Response Targets - runZero Care. If Customer purchases runZero Care, the enhanced support response targets described in the Table 1 below will apply. If Customer has not purchased runZero Care, the standard support response targets in Section G, Table 2 will apply.

Table 1

Severity Level	Target Response Time	Target Workaround Time	Target Resolution Time
Severity Level 1 Problem	1 hour (during Business Hours)*	1 Business Day	1 Business Day
Severity Level 2 Problem	1 hour (during Business Hours)*	3 Business Days	5 Business Days
Severity Level 3 Problem	1 Business Day	7 Business Days	N/A
Severity Level 4 Problem	1 Business Day	N/A	N/A

* For Severity Level 1 and Severity Level 2 problems reported outside of Business Hours, runZero Care customers will be provided with an escalation path for urgent issues.

G. Support Response Targets - Standard. If Customer does not purchase runZero Care, the standard response targets in Table 2 below will apply.

Table 2

Severity Level	Target Response Time	Target Workaround Time	Target Resolution Time
Severity Level 1  Problem	1 Business Day	1 Business Day	1 Business Day
Severity Level 2 Problem	1 Business Day	3 Business Days	5 Business Days
Severity Level 3 Problem	1 Business Day	7 Business Days	N/A
Severity Level 4 Problem	1 Business Day	N/A	N/A