This Service Level Agreement ("SLA") applies to Services provided under the Infrastructure Services Agreement dated [ ] (the “Agreement”) and is incorporated by reference into the Agreement. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

1. Service Commitment

   NeevCloud will make the Services available with a Monthly Uptime Percentage of at least 99%, in each case during any calendar month (the "Service Commitment"). As part of our Service Commitment NeevCloud will provide 24x7x365 monitoring and support via our ticketing system. In the event NeevCloud does not meet the Service Commitment, Customer will be eligible to receive a Service Credit as described below. Service Credits will be the sole and exclusive remedy for any failure to meet the Service Commitment.
   
   The following terms shall be given the meaning set forth below:

   1. Monthly Uptime Percentage - is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the month in which the applicable Service was unavailable, excluding any scheduled maintenance windows as measured by NeevCloud.
   2. A Service Credit - is a monetary credit, calculated as a percentage of the total monthly recurring fees (or annual fee divided by 12) paid by Customer (excluding one-time payments or non-recurring charges) for the applicable Service for the calendar month in which the Service availability issued occurred. Credits will be applied to Customer's next applicable invoice, but in all cases must be used within 12 months of issuance. In no event will Credits be provided as a refund for past services.
2. Severity

   A Service Violation shall begin at the earlier of NeevCloud's actual knowledge of the Service Violation or NeevCloud's receipt of notice from Customer. NeevCloud will promptly classify the Service Violation and provide an initial response as outlined below.

   Severity Level	Definition	Initial Response time
   Severity 1	A critical Services problem in which the Services (i) are down, inoperable, inaccessible, or unavailable, (ii) otherwise materially cease operation, or (iii) perform or fail to perform so as to prevent useful work from being done.	1 Hour
   Severity 2	A Services problem in which the Services (i) are severely limited or major functions are performing improperly, and the situation is significantly impacting certain portions of the Services users' operations or productivity, or (ii) have been interrupted but recovered, and there is high risk of recurrence.	2 Hour
   Severity 3	A minor or cosmetic Services problem that (i) is an irritant, affects non-essential functions, or has minimal business operations impact, (ii) is localized or has isolated impact, (iii) is an operational nuisance, (iv) results in documentation errors, or (v) is otherwise not Severity 1 or Severity 2, but represents a failure of services to conform to specifications provided	3 Hour

3. Service Credits

   If NeevCloud fails to meet its Service Commitment and the Customer is current on all Customer obligations under the Agreement, the Customer may be eligible for a Service Credit as outlined below.

   Service Availability - Monthly Uptime Percentage	Service Credit Eligibility
   < 99% but ≥ 95%	5%
   < 95% but ≥ 90%	12%
   < 90%	25%

   To receive a Service Credit, Customer must file a claim for such credit within five (5) days following the end of the calendar month in which the Service Level was not met. NeevCloud will validate the claim and determine whether Service Credits are due. NeevCloud reserves the right to deny a Service Credit if the Customer is not in good standing or in compliance with any material contractual obligations including payment.

4. Modifications

   NeevCloud reserves the right to modify this Service Level Agreement upon thirty (30) days prior written notice.