Introduction

This Service Level Agreement (“SLA”) describes the service‑availability commitments, incident‑response targets, and support procedures that apply to the Keep Aware Products.  Capitalized terms not defined here have the meanings given in the Keep Aware Service Agreement (the “Agreement”).

1. Definitions

• “Availability” means the percentage of total minutes in a calendar month during which the production environment can accept and process valid requests.
• “Downtime” means any continuous five‑minute interval during which the production environment is unable to accept or process requests, excluding the Exclusions in Section 2.4.
• “Business Hours” means 09:00–17:00 U.S. Central Time, Monday through Friday, excluding U.S. federal holidays.
• “Incident” means an unplanned interruption or material degradation of a Product.
• “Planned Maintenance Window” means a maintenance period announced at least forty‑eight (48) hours in advance and not exceeding one (1) hour in length.
• “Service Credit” means the number of subscription days credited to Customer in the event Keep Aware fails to meet the Availability Commitment stated in Section 2.1.
• Severity Levels for support purposes are:
  
  • Urgent – complete loss of service or console access with no reasonable workaround.
  • High – major feature impaired and no acceptable workaround exists.
  • Normal – feature impaired but a reasonable workaround exists.‍
  • Low – minor fault with negligible business impact.

2. General Provisions

1. The Availability Commitment applies only to Customers who (i) maintain an active subscription to a paid Product and (ii) configure their environment in accordance with the applicable Documentation.
2. Service Credits are Customer’s sole and exclusive monetary remedy for any failure by Keep Aware to meet this SLA.  Service Credits may be applied only against future subscription Fees for the affected Product and have no cash value.

3. Service Level Commitments

1. ‍Availability Commitment. Keep Aware commits to at least 99.9 percent Availability for each Product in every calendar month.
2. Measurement. Keep Aware measures uptime using synthetic transactions executed from at least two geographically distinct regions.‍
3. Planned Maintenance. Planned Maintenance Windows are excluded from Downtime.  Keep Aware endeavours to schedule such windows outside Business Hours whenever commercially reasonable.‍
4. Exclusions from Downtime. Downtime does not include interruptions caused by (a) Regional or global outages of Keep Aware’s underlying IaaS provider; (b) Force‑Majeure events as defined in the Agreement; or (c) Customer‑side network failures, misconfigurations, or use that exceeds the capacity purchased under a Product Order.

4. Service Credits

1. Credit Schedule. If monthly Availability falls below 99.9 percent, Customer is entitled to a Service Credit as follows:
   
   • Availability below 99.9 percent but at or above 99 percent – credit of three (3) subscription days.
   • Availability below 99 percent but at or above 98 percent – credit of seven (7) subscription days.
   • Availability below 98 percent – credit of fifteen (15) subscription days.‍
2. Claim Procedure. To receive a Service Credit, Customer must (a) open a support ticket within twenty‑four (24) hours after becoming aware of the Incident, and (b) submit a written request for the credit within ten (10) days after the end of the month in which the Incident occurred. Keep Aware will confirm whether the Availability Commitment was not met and, if so, apply the Service Credit to the Customer’s next invoice.

5. Support Services

1. ‍Support Channels. Customer may submit support requests by (a) sending an email to support@keepaware.com, or (b) using the Help widget available within the applicable Product.‍
2. Coverage. Keep Aware will provide Support Services during Business Hours for all Severity Levels.  Tickets classified as Urgent will be monitored twenty‑four (24) hours per day, seven (7) days per week.‍
3. Severity Levels and Target First‑Response Times. Upon receipt of a support request, Keep Aware will assign one of the following Severity Levels and will use commercially reasonable efforts to respond within the corresponding target time:‍
   
   • Urgent. Complete loss of service or console access with no reasonable workaround. Target first response: two (2) hours during Business Hours.‍
   • High. A major feature is impaired and no acceptable workaround exists. Target first response: same Business Day.‍
   • Normal. A feature is impaired but a reasonable workaround exists. Target first response: next Business Day.‍
   • Low. A minor issue with negligible business impact. Target first response: within two (2) to three (3) Business Days.‍
4. ‍Escalation. If an Urgent ticket remains unresolved for four (4) consecutive Business Hours, the ticket will be automatically escalated to Engineering management.  Keep Aware will continue to provide status updates until resolution.‍
5. Software Updates. Corrective action for Urgent and High issues may be delivered as expedited hot‑fixes.  Corrective action for Normal and Low issues will, at Keep Aware’s discretion, be included in the next scheduled monthly release or in a subsequent generally available update.

6. Changes to this SLA

Keep Aware may update this SLA to reflect service improvements or operational changes.  No update will materially reduce Customer rights during an active Term.  The “Last Updated” date at the top of this document indicates the most recent version.