Service Level Agreement (SLA) - Resume Copilot Compliance

Last updated: September 17, 2024

This Service Level Agreement (“SLA”) outlines the policies governing the use of Resume Copilot Compliance under the terms of the Master Services Agreement (the “Agreement”) between LNine Consulting Inc. (“Vendor”) and the Customer. This SLA is effective as of the Effective Date of the Agreement.

Definitions

For the purposes of this SLA:

• Customer: The entity that has entered into the Agreement with Vendor for the use of Resume Copilot Compliance.
• Downtime: The time period during which Resume Copilot Compliance is not available to the Customer, excluding Scheduled Maintenance, Emergency Maintenance, and other exclusions defined below.
• Emergency Maintenance: Maintenance that is necessary to address urgent issues that pose a significant risk to the performance, security, or integrity of Resume Copilot Compliance.
• Scheduled Maintenance: Maintenance that is scheduled in advance and communicated to the Customer.
• Service Availability: The percentage of time during which Resume Copilot Compliance is available to the Customer, excluding Scheduled Maintenance, Emergency Maintenance, and other downtime exclusions defined below.
• Service Credit: Credits that the Customer may be eligible to receive for qualifying Downtime.

Service Availability

Vendor will make commercially reasonable efforts to ensure that Resume Copilot Compliance is available 99.9% of the time, measured monthly.

Downtime Exclusions

Downtime does not include unavailability of Resume Copilot Compliance due to:

• Scheduled Maintenance
• Emergency Maintenance
• Acts of God, natural disasters, war, terrorism, riots, government action, or other force majeure events
• Issues with third-party services, software, or equipment that are not under the Vendor's control
• Customer’s misuse or modification of Resume Copilot Compliance
• Customer’s failure to follow configuration requirements or use supported platforms as specified by Vendor

Scheduled Maintenance

Vendor will provide the Customer with at least 72 hours' notice for Scheduled Maintenance. Maintenance will be conducted during off-peak hours to minimize disruption.

Emergency Maintenance

Vendor may perform Emergency Maintenance at any time, without prior notice, to address critical issues that may impact the performance, security, or integrity of Resume Copilot Compliance. Vendor will make reasonable efforts to inform the Customer promptly after Emergency Maintenance is performed.

Service Credits

If Resume Copilot Compliance fails to meet the 99.9% Service Availability guarantee in any given calendar month, the Customer may be eligible for Service Credits as follows:

• Service availability below 99% for more than one week: 3% of the monthly fee
• Service availability below 95% for more than one week: 5% of the monthly fee
• Service availability below 90% for more than one week: 10% of the monthly fee

Claiming Service Credits

To receive Service Credits, the Customer must submit a written request to Vendor within 30 days of the end of the month in which the Service Availability issue occurred. The request must include the dates and times of each Downtime incident, and Vendor will verify the claim.

Limitation of Service Credits

Service Credits are the Customer’s sole and exclusive remedy for any failure by Vendor to meet the Service Availability guarantee. The total Service Credits issued in any month will not exceed 20% of the monthly fee paid by the Customer for the affected month.

SLA Exclusions

This SLA does not apply to any services provided by Vendor that are not explicitly listed in the Agreement. Performance issues caused by factors outside Vendor’s control are also excluded from this SLA.

Termination

This SLA will remain in effect for the duration of the Agreement. Either party may terminate this SLA upon termination or expiration of the Agreement.

Miscellaneous

This SLA is subject to the terms of the Agreement. In the event of any conflict between this SLA and the Agreement, the terms of the Agreement will govern.