Graphiant SLA Assurances and Definitions

Graphiant shall ensure services are available to meet a Service Level Agreement of higher than 99.99% availability.

“Available” means that able to access all features and functions of the Service including, but not limited to the network features described in the Documentation.

Service shall be deemed:

Available during
- “Scheduled Maintenance” (as defined below)
Not Available during:
- “Emergency Maintenance” (as defined below)
- “Problem Severity Level P1” (as defined below)

Service Level (Monthly)	Service Level Credit (Percentage of Fee Prorated Monthly)
At or above 99.99%	0
99.90 - 99.98%	2%
98.00 - 99.89%	5%
96.00 - 97.99%	10%
94.00 - 95.99%	25%
92.00 - 93.99%	50%
Below 92%	100%

Any problems or issues related to the Service shall be subject to resolution per the table below.

Problem Severity Level	Acknowledge Within	Efforts	Update Frequency	Resolution Within
P1: Critical business impact —Application, service or function is not available or operating in a materially degraded manner.	15 minutes	24/7 365	Every hour	One hour
P2: Severe business impact — Application, service or function is not available or operating in a materially degraded manner but a work around exists, or a non-critical application, service or function is not available or operating in a materially degraded manner and no work around exists.	One hour	24/7 365	Every two hours	Four hours
P3: Minimal business impact — Non-critical application, service or function is not available or operating in a materially degraded manner but a work around exists.	Two hours	During Business Hours	Every 24 hours	72 hours
P4: Informational business impact — No impact to services but assistance required	Four hours	During Business Hours	Every 48 hours	One week

If a Problem Severity Level 1 or 2 is not resolved by the time identified in the Resolution column above, Graphiant shall promptly contact to provide an explanation as to why the Problem is not resolved and what steps are being taken to resolve the Problem as soon as possible.

Scheduled and Emergency Maintenance and Notifications

“Scheduled Maintenance”:
- Every third Friday of the month from 2pm ET to 4pm ET.

“Emergency Maintenance”:
- Graphiant will notify you of any maintenance (outside the Scheduled Maintenance outlined above) which may cause services to be not available as soon as reasonably practicable.

Graphiant Stateless Core Performance