LOCKTERA Service Level Agreement

Effective: July 18, 2023

This Service Level Agreement describes the service level indicators and the required service levels applicable to the Subscription Software and Subscription Services and forms an integral part of the Order Form.

MONTHLY UPTIME

“Monthly Uptime” is expressed as a percentage, calculated as the Actual Available Minutes in a month divided by the Total Available Minutes in such month.

Monthly Uptime % = (Actual Available Minutes/ Total Available Minutes) x 100

“Actual Available Minutes” means the Total Available Minutes in a month less the Downtime Minutes in such month.

“Downtime Minutes” means the number of minutes in a month when the Subscription Software was not available for use. Scheduled Maintenance Minutes or Excluded Minutes (as defined below) are excluded from the definition of Downtime Minutes.

“Total Available Minutes” means the total minutes in a month less the number of Scheduled Maintenance Minutes in such month.

“Scheduled Maintenance Minutes” means the total minutes in a month associated with maintenance windows.

Locktera will use commercially reasonable efforts to make the Locktera SaaS environment available with a Monthly Uptime Percentage (defined below) of at least 99.5%. If the Service Commitment is not met, you will be eligible to receive a Service Credit to be applied as described below.

Service Credits are calculated as a percentage of the monthly SaaS subscription fee (equal to 1/12th of the yearly SaaS subscription fees) for the affected Locktera SaaS environment for the month in which the unavailability occurred as follows: (monthly SaaS subscription fee) x (Service Commitment – Monthly Uptime Percentage) (e.g., $1,000 x (99.5% – 95%) = $45). Service Credits are subject to a maximum of 10% of the total annual spend for that Locktera SaaS subscription, under the relevant order, per annual term.

Locktera will apply Service Credits only against a renewal of or the purchase of additional Locktera SaaS subscriptions by you or for your benefit within one year after confirmation of the Service Credits by Locktera. You must have a current Locktera SaaS subscription to use a Service Credit. If not applied within that year, the Service Credit will automatically expire. Service Credits will not entitle you to any refund or other payment from Locktera. You are eligible to receive a Service Credit only if the month in which Locktera fails to meet the Monthly Uptime Percentage target falls entirely within the applicable paid subscription term. Service Credits may not be transferred or applied to any other account or environment. Unless otherwise provided in the Agreement between us for the affected SaaS Subscription, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Locktera SaaS environment is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

For Purposes of Availability, any minutes of unavailability caused by any of the factors below (“Excluded Minutes”) do not count as Downtime Minutes.

• Outages due to Force Majeure Events;
• Outages attributable to the acts or omissions of Customer or its contractors, vendors (other than Locktera) or Authorized Users;
• Periods of down-time at Customer’s request;
• Outages that result from Customer’s equipment, software, or other technology and/or third party equipment outside of Locktera’s control;
• Extensions or interfaces deployed via the standard user interface or tools included in the generally available Subscription Software;
• Customizations;
• All third-party issues, including Microsoft Azure issues;
• Performance degradation due to Customer’s use of the Subscription Services in excess of the scope of Customer’s license and/or usage restrictions.

CREDIT REQUEST AND PAYMENT PROCEDURES

To receive a Service Credit, you must have 1) submitted a Locktera Support Ticket at support@locktera.com to report that the downtime and 2) submitted an email to support@locktera.com to request a Service Credit. To be eligible, the credit request must be received by us within 30 days of the incident and must include:

1. the words “SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;

Locktera may ask you to provide additional information relating to the incident.

If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to be applied as described in this SLA. Your failure to provide the details of the request as set out in this SLA and other information as requested by Locktera will disqualify you from receiving a Service Credit.

SCHEDULED MAINTENANCE

The Subscription Services are subject to regularly scheduled monthly maintenance windows for which Customer will be given at least seventy-two (72) hours advance notice. In standard operating conditions, each instance of a scheduled maintenance window is estimated to extend up to six (6) hours. While most of Locktera’s maintenance can be completed during regularly scheduled maintenance windows, in some urgent situations, maintenance must be performed outside of the scheduled maintenance windows (critical maintenance) to help maintain the integrity and security of the Subscription Services. In such cases, Locktera will provide Customer’s subscribed contact as much advance notice of the critical maintenance as is technically feasible.

LOCKTERA SUPPORT PLANS

The following Locktera Support Services are available to Customer as designated in the Order Form. A description of each service is listed below.

Business Support Plan

Enterprise Support Plan

PRIORITY EMAIL SUPPORT

Locktera will provide technical support by email Monday through Friday, 8:00 a.m. to 5:00 p.m., CST, excluding holidays observed by Locktera which fall within the applicable coverage window. Emails are answered in the order they are received. Locktera will use commercially reasonable efforts to respond to all emails within 24 hours Monday through Friday.

TELEPHONE SUPPORT

Locktera will provide telephone support Monday through Friday, 8:00 a.m. to 5:00 p.m., CST, excluding holidays observed by Locktera which fall within the applicable coverage window. Locktera will use commercially reasonable efforts to respond within 4 hours Monday through Friday.

DEDICATED SUCCESS MANAGER

The Designated Customer Contact may contact their assigned dedicated success manager to resolve technical questions. Dedicated Success managers will use commercially reasonable efforts to respond within 4 hours Monday through Friday.

CUSTOM TRAINING AND ONBOARDING

The Designated Customer Contact may request their dedicated success manager to do a custom training and onboarding session with their team.

ONLINE SUPPORT

Online support documentation is available to users 24 hours each day. Technical support documents available include User Guide, videos, and other guidance documents.