Availability Target. The Service will be available 99.5% of each calendar month (“Availability Target”), excluding the Exclusions below.

1. Measurement. Availability is measured per production region/tenant using Vendor’s monitoring tools. “Unavailable” means Customer cannot log in or materially use core functionality due to Vendor-controlled issues.
   
   

2. Exclusions. Downtime caused by: (a) Customer networks or systems; (b) third-party services outside Vendor’s reasonable control; (c) Customer’s AUP violations; (d) Planned Maintenance; (e) Force Majeure; (f) Use of the Services’ features that are designated as in Beta; (g) Use of the Services’ that are for evaluation purposes
   
   

3. Planned Maintenance. Up to 2 hours per week with at least 48 hours’ notice; emergency maintenance may occur with prompt notice.
   
   

4. Credits (Exclusive Remedy).
   • <99.5%–99.0%: 5% of monthly fee for affected Service
   • <99.0%–95.0%: 10%
   • <95.0%–90.0%: 25%
   • <90.0%: 50%
   Credits apply to future invoices and are Customer’s sole and exclusive remedy for SLA failures.
   
   

5. Claims. Submit a ticket within 10 days after month-end with timestamps supporting the claim.
   
   

6. Business Continuity. RPO: 4 hours. RTO: 12 hours.
   
   

7. Reporting. Quarterly uptime service reports available in Vendor’s standard format.