1. Introduction

This Service Level Agreement (“SLA”) forms part of the Master Services Agreement (“MSA”) between Attributilize and Customer and applies to Services purchased under an applicable Order.

Capitalized terms not defined in this SLA have the meanings given in the MSA.

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2. Definitions

Service means Attributilize’s talent acquisition, talent intelligence, candidate sourcing, recruiting engagement, and related software products and services made available under an Order.

Uptime means the percentage of time during a calendar month that the Service is available for use, excluding the events described in Section 4.

Business Day means Monday through Friday, excluding U.S. federal holidays.

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3. Service Levels

Attributilize will use commercially reasonable efforts to provide:

Uptime: 99.9% monthly uptime.

Support Response: An initial response to support requests within one (1) Business Day.

Resolution: Commercially reasonable efforts to investigate and resolve issues based on their severity, complexity, and impact.

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4. Exclusions

Uptime calculations and service-level commitments exclude unavailability resulting from:

• scheduled maintenance;
• Customer systems, actions, or use of the Service contrary to applicable documentation;
• third-party products, integrations, telecommunications providers, or services outside Attributilize’s reasonable control;
• suspension permitted under the MSA; or
• events beyond Attributilize’s reasonable control, including force majeure events.

Attributilize will use commercially reasonable efforts to provide advance notice of scheduled maintenance that is reasonably expected to materially affect availability.

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5. Service Credits

If monthly Uptime falls below 99.9%, Customer may request a service credit equal to ten percent (10%) of the monthly Fees attributable to the affected Service.

Customer must submit the request within thirty (30) days after the month in which the Uptime commitment was missed.

Service credits:

• apply only to future Fees;
• may not exceed the Fees attributable to the affected Service for the applicable month; and
• are Customer’s sole and exclusive monetary remedy for failure to meet the Uptime commitment.

Repeated or material service failures may otherwise be addressed under the breach and termination provisions of the MSA.

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6. Relationship to MSA

The MSA governs all matters not expressly addressed by this SLA, including dispute resolution, governing law, limitations of liability, suspension, termination, and amendments.

If this SLA conflicts with the MSA, this SLA controls only with respect to Service availability and service-level commitments.

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