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Service Level Agreement

Syndeo Service Level Agreement

Effective 1st March 2019

This Syndeo Service Level Agreement (“SLA”) accompanies the Syndeo Subscription Terms of Service, available at Terms of Service or a successor URL (the “Agreement”) entered into between you (“Customer”) and Syndeo. Capitalised terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.

  1. Target Availability.Syndeo will use commercially reasonable efforts to make each Service available with an uptime of 99.8% of each calendar month (“Target Availability”).
  2. Exclusions.The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorised in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Syndeo’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance.
  3. Scheduled Maintenance.“Scheduled Maintenance” means Syndeo’s scheduled routine maintenance of the Services for which Syndeo notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed two (2) hours per week. Syndeo typically performs Scheduled Maintenance once per week.
  4. Remedy for Failure to Meet Target Availability.If there is a verified failure of a Service to meet Target Availability in three (3) consecutive months, then Customer may terminate the applicable Subscription Term by sending written notice of termination within thirty (30) days after the end of the second such month, in which case Syndeo will refund to Customer any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. This termination and refund right is Customer’s sole and exclusive remedy, and Syndeo’s sole and exclusive liability, for Syndeo’s failure to meet the Target Availability.

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