1. Introduction

This Service Level Agreement (“SLA”) is a part of the Master Services Agreement (“MSA”) between Attributilize, Inc. (“Attributilize”) and the Customer. This SLA outlines the levels of service Attributilize agrees to provide to the Customer. This SLA is effective as of the date of the MSA and shall be reviewed annually.

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2. Definitions

Service: Means Attributilize’s Applicant Tracking System product, including all features and functions as described.
Customer: Means the entity that has entered into the MSA with Attributilize.
Uptime: Means the percentage of time the Service is available and operational, excluding scheduled maintenance periods.
‍Business Days: Means Monday through Friday, including public US holidays.

3. Service Levels

Attributilize agrees to provide the Service with the following service levels:

Uptime: 99.9% uptime per month.

Response Time: Attributilize will respond to Customer’s inquiries within 24 hours.

Resolution Time: Attributilize will make a good faith effort to resolve issues within 5 business days excluding US Holidays.

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4. Exclusions

The following are excluded from the service levels:

• Scheduled maintenance.
• Issues caused by the Customer’s use of the Service in a manner not intended or supported by Attributilize.
• Issues caused by third-party services integrated with the Service.
• Force majeure events, including natural disasters, acts of war, terrorism, labor disputes, governmental action, utilities failures, and Internet disturbances.

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5. Remedies

If Attributilize fails to meet the service levels outlined in this SLA, the Customer may be entitled to the following remedies:

• Credit towards future service fees, upon submission of a written request and supporting documentation within 30 days of the service level failure.
• Termination of the MSA with a pro-rata refund of prepaid service fees, upon written notice and subject to any applicable notice periods.

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6. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of Minnesota, without regard to its conflict of law principles. Any disputes arising under this SLA shall be resolved in the courts of the State of Minnesota.

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7. Amendments

This SLA may be amended only by a written agreement signed by both parties. Any proposed amendments must be submitted in writing and approved by both parties, subject to any applicable notice periods.