This Syndeo Service Level Agreement (“SLA”) accompanies the Syndeo Cloud Platform Agreement, (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.

Provision of the Cloud Platform Service. Syndeo will use commercially reasonable efforts to make the Syndeo Cloud Platform available with an uptime of 100% of each calendar month.

Uptime Exclusions. The calculation of uptime will not include unavailability to the extent due to: (a) use of the Syndeo Cloud Platform 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 (collectively “Uptime Exclusions”).

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.

SLA Credits. “Uptime” is defined as the percentage of time during a month (not including Uptime Exclusions) in which all Syndeo Cloud Platform functionality necessary to perform real-time interactions between Customer and its customers/clients are accessible. Uptime percentage is calculated as follows: Uptime = (A-B)/(A-C); where A = total time in the month, B = time during the month in which critical business functions are not accessible, and C = time of Uptime Exclusions during the month.

If the Syndeo Cloud Platform Uptime falls below 99.7% in any one-month calendar month, Customer will be entitled to a 10% credit of Customer’s monthly committed subscription fees as defined in the Order and is applicable only to Customers who have paid annually. The credit will be pro-rated for a one-month period.  Customer must request a credit within thirty (30) days after the month in which the downtime rose above the defined threshold.  Customer must contact Syndeo’s customer success manager to request the credit.  Upon Customer’s valid request, Syndeo will apply the applicable credit as a credit to the prepaid balance or a credit refund, at Customer’s discretion. This Service Level Agreement, and corresponding credits, if any, is the sole and exclusive rights and remedies, regarding Syndeo Cloud Platform availability.

Syndeo may modify this Service Level Agreement at any time by posting a revised version on the website and by otherwise notifying the Customer via email. The modified terms will become effective upon posting or, if notified by email, as stated in the email message. By continuing to use the Syndeo Cloud Platform after the effective date of any modifications to this Support Policy, Customer agrees to be bound by the modified term