SERVICE LEVEL AGREEMENT

This Service Level Agreement (“SLA”) governs Customer’s use of the UJET Service subject to the UJET Terms of Service or Master Service Agreement, as applicable (the “Agreement”). Unless otherwise provided herein, this SLA is subject to the Agreement and capitalized terms will have the meaning specified in the Agreement. UJET reserves the right to change the terms of this SLA in accordance with the Agreement.

1. Service Commitment

   UJET will use commercially reasonable best efforts to make the Service available 24 hours a day, 7 days a week. If UJET does not maintain 99.999% Service Availability in a given calendar month, you will be eligible to receive a Service Credit as described below.

2. Definitions

   The following capitalized terms shall be given the meaning set forth below:

   “Exclusions” means any Unavailable Time that is caused by circumstances beyond UJET’s reasonable control, including: (i) a force majeure event; (ii) issues arising from telecommunications providers; (iii) failure or delay of Customer’s Internet connection or network related problems; (iv) misconfiguration by Customer or any third party acting on Customer’s behalf;  (v) other Customer or third-party controlled applications, equipment, software or other technology; (vi) suspension and/or termination of Customer’s right to use the UJET Service in accordance with the Agreement; (vii) scheduled maintenance; or (viii) performance issues related to alpha, beta or not otherwise generally available UJET features or products.

   “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 5-minute periods during the calendar month in which the Services were in a state of Unavailable Time.

   “Real-Time Interactions” means functionality necessary to perform inbound or outbound voice calls  and/or IVR routing between Customer and its end-users.
   
   “Service Availability” is defined as the percentage of time during a month (not including Exclusions) in which Real-Time Interactions are available.
   
   “Service Credit” is a dollar credit, calculated as set forth below, that UJET may credit back to an eligible customer account.
   
   “Unavailable Time” means the UJET Service is not available for Customer to perform Real-Time Interactions. Service status reporting is currently available at https://env.status.ujet.cx/access/login. Service performance issues or outages relating to any Exclusions (defined above) shall not be deemed as Unavailable Time.

3. Service Credit

   For a calendar month where the Uptime Monthly Percentage is less than 99.999%, UJET, after confirming the nature and accuracy of the Unavailable Time, will credit the customer’s account a percentage of that month’s license fees, as defined by this table:

   

   
   Service Credit shall be issued to Customer's UJET balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.

4. Credit Request and Payment Procedures

   To apply for a Service Credit, the Customer must submit a ticket via support@ujet.cx within 30 days following the month in which the Unavailable Time occurred. The email must include (i) “SLA Claim” as the subject of the email; (ii) approximate dates and times of the Unavailable Time for which you are requesting credit; and (iii) any other relevant information documenting the claimed outage.

5. Sole Remedy

   Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the UJET Service or other failure by us to provide the UJET Service.