All capitalized terms not otherwise defined in Section 1 of this SLA are as set forth in the WIP Systems Terms of Service.

"Credit(s)" means the service level credit a Customer may receive in the event the Monthly Uptime Percentage falls below 99.9%, which shall be calculated in accordance with the Credit Percentage in the table set forth in Section 4.1;

"Credit Percentage" means the percentage which will be used to calculate the Credit, which is based on the Monthly Uptime Percentage, and is in accordance with the table in Section 4.1;

"Error" means any incorrect functioning of the Services that is reproducible, and which results in the failure of the Services to operate in full compliance with the functionalities set forth in the documentation;

"Monthly Uptime" means the total minutes in a given calendar month minus the Service Unavailability minutes;

"Monthly Uptime Percentage" means the Monthly Uptime divided by the total minutes in a given calendar month;

"Response Time" means the period between the time when the Error was reported in full, and the time when an initial acknowledgement was published via the Services and/or by sending Customer an email;

"Service Unavailability" means the number of minutes in a given calendar month in which the Services were not available to Customer, excluding the exclusions set forth in Section 4, as measured according to WIP Systems' monitoring service available, as may be updated from time to time.

A Help option within the Service allows Customers to contact WIP Systems support team, 24 hours a day, 7 days a week via email. Alternatively, WIP Systems support team can be contacted via the support email to support@wipsystem.com.

As part of our support agreement, you will provide WIP Systems with a primary IT contact in the event that it needs to discuss any aspect regarding your hardware, software, desktop setup, network, ISP, or any other technical issue for which you are responsible and that may affect your ability to use the Services.

The WIP Systems Enterprise Plan Support is included for all Enterprise Plan customers and is a contractually binding agreement to deliver telephone and email support desk availability 24 hours a day, 7 days a week combined with priority support response.

3.1 Enterprise Plan Response Time.

Severity	Description	Response Time	Resolution Target
Critical	Services unavailable.	Immediate or within 1 hour	1 hours
High	Major functionality in the Services is impacted, or the Services performance is significantly degraded, or the Error is persistent and affects many Users. No reasonable workaround is available.	Immediate or within 2 hour	2 hours
Medium	Services performance issue or a material bug affecting some Users or some functionalities. Reasonable workaround is available.	Less than 24 hours	24 hours
Low	Bug or other technical issue affecting some Users. Reasonable workaround is available.	Less than 24 hours	24 hours

3.2 Critical Error Resolution.

Critical Errors WIP Systems shall work on a resolution 24/7 until such Error is resolved, and WIP Systems shall send Customer a status report by email every hour.

WIP Systems must be able to reproduce the reported Error in order to attempt to resolve it. Customer shall cooperate and work closely with WIP Systems to reproduce the Error, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to grant WIP Systems with access to their Accounts, computers and/or network, for troubleshooting purposes.

The WIP Systems Enterprise Plan Uptime SLA is included for all Enterprise Plan customers and is a contractually binding agreement to deliver 99.9% uptime.

In the event that service levels are not met, WIP Systems will provide a Service Unavailability Credit to affected customers, which we have provided details about below.

Any downtime period less than 10 minutes will not be included in the Enterprise Plan Uptime SLA. If there are any performance issues resulting from matters outside of our reasonable control, these will not be included in the Enterprise Plan Uptime SLA. Scheduled downtime will not be included in the Enterprise Plan Uptime SLA, however, we commit to notifying customers at least 24 hours in advance of any scheduled downtime.

WIP Systems provides detailed measurements of uptime which is available at https://status.wipsystem.com.

4.1 Service Unavailability Credits.

Solely to the extent Customer is not in breach of the Agreement, as a remedy for Service Unavailability, subject to the terms of this Section 4, WIP Systems shall provide a Credit to Customer's Account with the applicable Credit Percentage in accordance with the respective Monthly Uptime Percentage:

Monthly Uptime Percentage	Credit Percentage
Less than 99.9%, but greater than or equal to 98%	5%
Less than 98%, but greater than or equal to 95%	10%
Less than 95%	15%

4.2 Credit Calculation.

The Credit shall be calculated by multiplying the applicable Credit Percentage by the Fees payable by Customer to WIP Systems for the respective month in which the Service Unavailability has occurred.

4.3 Credit Request Limitations.

To receive a Credit, a Customer must submit to WIP Systems a detailed Credit request via support@wipsystem.com within ninety (90) days following the Service Unavailability incident. Customer's failure to provide the request within the ninety (90) days period will disqualify Customer from receiving a Credit.

The aggregated maximum number of Credits to be issued by WIP Systems to Customer in a single calendar month will not exceed 100% of the fees actually paid to WIP Systems by Customer for the affected Services for the respective month.

Notwithstanding anything elsewhere to the contrary, the award of Credits in accordance with Section 4 above (Service Unavailability Credits), and WIP Systems' actions in accordance with Section 3.1 above (Enterprise Plan Response Time), shall be Customer's sole and exclusive remedies available for Customer for any failure by WIP Systems to meet its obligations under this SLA and/or for any Errors in the Services.

WIP Systems may modify this SLA at any time, provided that if WIP Systems makes any changes that materially adversely decrease the level of service, then it shall notify Customer by posting an announcement via the Services and/or by sending Customer an email.