Justuno Service Level Agreement

This Service Level Agreement (this “SLA”) applies to the Justuno Platform (“Platform”). Any terms that are not defined in this SLA shall have the meaning set forth in the Justuno Terms of Service.

Definitions

“API Interruptions” means interruptions due to independent Justuno integration partners, including ESP, eCommerce, Social and other Supported Platforms.

“Service Availability” means the uptime of a Platform and can be monitored 24 hours per day, 7 days a week at http://status.justuno.com/

“Service Interruption” means, except for scheduled system maintenance, the period of time that a Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control shall not constitute Service Interruptions.

“Standard Support” means the support provided by Justuno support desk representatives in response to a ticket submitted by Customer through https://hub.justuno.com

Service Availability

The Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, if Justuno does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Justuno to meet the Service Availability SLA.

Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Justuno within 30 days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.

Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Justuno to Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts.

Customer Support

Justuno will provide Customer with Standard Support in English during regional business hours. Additional access to online support portal and ticket submission will be available 24 hours per day, 7 days per week at https://hub.justuno.com.