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Service Level Agreement

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This SLA document was last updated on Feb 17, 2022.

Wenable Inc. will use commercially reasonable efforts to maximize the availability of WeGuard®, and provides performance standards as detailed below. This Service Level Agreement (“SLA”) applies only to paying customers, and does not apply to customers who are evaluating WeGuard® by availing the 30 day free trial option. We will provide at least 90 days' advance notice for adverse changes to this SLA.

If we do not achieve and maintain the Monthly Uptime Percentages set forth in the table below, then you may be eligible for a discount on your subsequent monthly bill.

Monthly Uptime PercentageDiscount
< 99.995% but equal to or greater than 99.0%10%
< 99.0%25%
< 95.0%100%

DEFINITIONS

As used herein, "month" refers to a calendar month.

"Applicable Monthly License Fees" means the total fees paid by you for a given license (One device on which you have installed WeGuard®) during the month in which Downtime occurred.

"Downtime" is calculated on a monthly basis and is the total number of minutes during the month that the entire service was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the WeGuard® servers within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.

"Monthly Uptime Percentage" is calculated on a monthly basis and is calculated as:

Uptime Calc

Any device (WeGuard® installed) is active for only part of the month is assumed to be 100% billable for the portion of the month that it is not active.

"Discount" is the percentage of the Applicable Monthly License Fees to be reduced from your subsequent invoice if Wenable Inc. approves your claim, as set forth in the table above.

Customer Obligations

To be eligible for a discount:

  1. You must log a support ticket with Wenable Inc. within 24 hours of first becoming aware of an event that impacts service availability.
  2. You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
  3. You must include all information necessary for Wenable Inc. to validate your claim, including:
    (i) a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks)
    (ii) information regarding the time and duration of the Downtime
    (iii) the number and location(s) of affected users (if applicable) and
    (iv) descriptions of your attempts to resolve the Downtime at the time of occurrence.
  4. You must reasonably assist Wenable Inc. in investigating the cause of the Downtime and processing your claim.
  5. You must comply with your applicable Wenable Inc. service agreement, applicable WeGuard® documentation and any advice from our support team.

Discounts

We will process claims within 45 days of receipt. If we determine that you have satisfied the customer obligations above and that none of the below limitations apply to your claim, we will grant you a discount on your subsequent invoice or payment.

We will apply any discount to a future invoice or payment for the licenses that experienced the Downtime. Discounts will not be applied to fees for any other services and resources consumed by you (Example: Cloud Storage)

Discounts are your sole and exclusive remedy under this SLA.

Limitations

Downtime does not include, and you will not be eligible for a discount for, any performance or availability issue that results from:

  1. Factors outside of our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, or a network or device failure at your site or between your site and WeGuard®
  2. Services, hardware, or software provided by a third party, such as cloud platform services on which WeGuard® or it’s servers runs
  3. Use of your password or equipment to access our network
  4. Your or any third party’s (a) improper use, or configuration of WeGuard®, or (b) failure to follow appropriate security practices; or
  5. WeGuard’s Trial and Beta Offerings.