Interopion Service Level Agreement

Interopion SLA. Capitalized terms not defined herein have the meaning set forth in the Agreement that governs your use of SaaS Service(s) ("Agreement"). During the Term of the Agreement, the SaaS Service(s) web interface will be operational and available to Customer at least 99% of the time in any calendar month. If Interopion does not meet the Interopion SLA, and if Customer meets its obligations under this Interopion SLA, Customer will be eligible to receive Service Credit described below. This Interopion  SLA states Customer's sole and exclusive remedy for any failure by Interopion to meet the Interopion SLA.

Definitions. The following definitions shall apply to the Interopion SLA.

• "Down" means the SaaS Service(s) do not respond to a health check as measured by the Interopion monitoring service. 
• "Downtime" means a period of time where the SaaS Service(s) observe a Down occurrence, measured in 1-minute intervals.  Downtime dows not include Down occurrences during Scheduled Maintenance.
• "Scheduled Maintenance" means a period of time (ongoing or scheduled) where the SaaS Service(s) may be Down without being considered Downtime.
• "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
• "Service Credit"  shall be applied to Customer’s Maintenance Service Fees for the succeeding term and is calculated using the following table:

 Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Interopion within thirty 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.

Interopion SLA Exclusions. The Interopion SLA does not apply to any services that expressly exclude this Interopion SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Interopion).

Contacting Interopion. Please also feel free to contact us if you have any questions about the Interopion Service Level Agreement. You may contact us at feedback@interopion.com or at our mailing address below:

Interopion, Inc.

10150 S Centennial Parkway, Suite 130

Sandy, UT 84070