1. Availability:

1.1 Templafy provides Customer access to each Service 24×7 with availability of at least 99.5% (the “Availability Commitment”). Availability is measured separately for each applicable Service.

1.2 “Availability” is ([total minutes in a calendar month – total minutes of Service Outage for a Service]/total minutes in that calendar month) x 100. 

1.3 “Service Outage” means an event that renders each Service unavailable to all of Customer’s users, excluding Scheduled Downtime or Excluded Downtime, measured from the time that Customer reports such Service Outage to Templafy at https://support.templafy.com.

1.4 “Scheduled Downtime” means scheduled infrastructure changes to the Services. Scheduled Downtime will occur during non-core business hours (4-6AM EST) or upon advance notice to Customer.

1.5 “Excluded Downtime” means downtime caused by factors outside of Templafy’s reasonable control, including any force majeure event, internet services unavailability outside of Templafy’s platform, any downtime resulting from outages of third-party connections or utilities, and actions or inactions of Customer.

1.6 If Templafy does not meet the Availability Commitment, Customer may request an SLA credit (the “Credit”) in accordance with the following table:

Availability Commitment	SLA Credit
99.5% – 99%	2%
98.9% – 98%	4%
Less than 97.9%	6%

1.7 To request Credit, Customer must file a request with Customer’s account representative within thirty (30) days after the suspected calendar month at issue. Templafy will issue Credit when Templafy validates the request based on Templafy’s data and records. Credit will be applied to a future invoice for Services under the Agreement

2. Support:

2.1 Customer will direct all support requests to https://support.templafy.com (the “Support”).

2.2 Customer will reasonably self-diagnose each support issue with a severity level designation in accordance with the definitions herein and specify its recommendation to Templafy in its support request email. Templafy will validate the severity designation and notify Customer of any adjustments higher or lower.

2.3 Templafy will respond to each support request 24×5 and will work diligently to resolution of the issue taking into consideration its severity and impact on Customer’s business operations. A resolution may consist of a workaround, fix, delivery of information or other reasonable solution to the issue. If Templafy resolves the support request by way of a workaround accepted by Customer, the severity level may be reduced.

2.4 Following a support request, Customer will respond to Templafy’s requests for additional information and implement recommended solutions in a timely manner. For Severity 1 and 2 issues, Customer will remain reasonably accessible for troubleshooting until the issue is resolved.

Type	Definition	Response time
Severity 1	An error that disables or materially impairs the major function of the Service or Customer’s use of any major function of the Service and affects every user in Customer’s tenant.	2 business hours
Severity 2	An error that impacts major functionality and results in significant performance degradation and affects some users.	4 business hours
Severity 3	A partial, non-critical loss of use of the service with a medium-to-low impact on Customer’s business.	8 business hours
Severity 4	Minor functions fail or performance is slow for some users.	24 business hours