Service Level Agreement

This Service Level Agreement (“SLA”) is part of the Terms of Service and applies to Customer with an active plan that includes SLA coverage.

DEFINITIONS

Capitalized terms not otherwise defined herein shall have the meanings ascribed to them in the Terms of Service.

UPTIME GUARANTEE

Caspio guarantees 99.9% monthly uptime for the Caspio Platform, excluding scheduled maintenance. Downtime is measured by Caspio’s internal monitoring systems as reflected on the status page for Customer’s designated infrastructure site at status.caspio.com.

If cumulative unplanned downtime exceeds 0.1% of total minutes in a calendar month, Caspio will, upon Customer’s written request submitted within fifteen (15) days of the incident, credit Customer’s account at a rate of 5% of the base monthly recurring fee for the affected account per hour of downtime exceeding the 0.1% threshold.

The total credit allowance per month is capped at 100% of that month’s base monthly recurring fee for the affected account. Credits are Customer’s sole and exclusive remedy for any failure to meet this uptime guarantee.

This guarantee covers Caspio’s application and database servers only. It does not apply to: (a) scheduled maintenance; (b) third-party services including email/SMS delivery, payment processors, and CDN services; (c) outages caused by factors outside Caspio’s reasonable control; (d) outages resulting from Customer’s actions or configurations; or (e) features designated as beta, preview, or early access.

SCHEDULED MAINTENANCE

Caspio will provide at least 24 hours’ advance notice of scheduled maintenance to Customer’s account administrator via email. This SLA does not restrict Caspio from performing emergency maintenance as needed without advance notice.

If scheduled maintenance may materially affect Customer’s operations, Customer should contact Caspio Technical Support to discuss potential accommodations.

CREDIT PROCEDURES

To be eligible for credit, Customer must submit a support ticket within the timeframe specified in the Uptime Guarantee section. Caspio will verify the claim against the monitoring data referenced in the Uptime Guarantee section. Caspio is not required to provide credits to Customer if Customer is in default of its obligations under the Terms of Service.

Credits are not available for any downtime excluded under the Uptime Guarantee section.

Credits accumulate monthly and reset at the beginning of each calendar month. If cumulative unplanned downtime exceeds 270 minutes in each of two consecutive calendar months, Customer may terminate the Agreement for cause. Credits are applied to future invoices, or paid by check or bank transfer if the credit occurs in the final month of service.

OTHER LIMITATIONS

The remedies set forth in this SLA are Customer’s sole and exclusive remedies for any service interruption, outage, unavailability, delay, or other degradation of the Service.