Singulr Support Policy

Support Program:  Singulr will use commercially reasonable efforts to provide email and Slack based assistance to customer with respect to Errors with the Service during regular business hours(US Time-zones).  Such assistance may include defect correction and work arounds with respect to Errors.  “Error” means an incident that investigation reveals is caused by the Service’s failure to perform materially in accordance with the specifications set forth in the Service documentation.  An incident will not be classified as an Error if (a) the Service is not used for its intended purpose; or (b) the incident is caused by Customer’s or a third party’s software or equipment.

‍

Uptime SLA:  Singulr will use commercially reasonable efforts to make the Service available to Customer for 99.9% of all Scheduled Availability, calculated on a monthly basis (the “Uptime Commitment”).  “Scheduled Availability” shall be defined as 24 hours a day, 7 daysa week, excluding any Downtime resulting from or in connection with: (i) anyunauthorized use of the Service by Customer, (ii) Customer’s service providers,vendors or any third party connections, utilities, or equipment; (iii) maintenanceand upgrade; (iv) any conditions beyond Singulr’s reasonable control, includingbut not limited to internet outages or outages in connection with Customer’snetwork or internet access; or (v) any cloud platform service provider Downtimeor scheduled maintenance. “Downtime” shall mean a failure to access the Service.