Master Service Agreement

1.          SERVICE LEVEL TERMS

The Services shall be available 99.9%, measured monthly, excluding scheduled maintenance. If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude periods affected by such maintenance. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company’s control will also be excluded from any such calculation. Company’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of Company to provide adequate service levels under this Agreement.

Customer's sole and exclusive remedy, and Company's entire liability, in connection with Service availability shall be that for each period of downtime lasting longer than 15 minutes, Company will credit Customer 5% of Service fees for each period of 15 or more consecutive minutes of downtime; provided that no more than one such credit will accrue per day. Downtime shall begin to accrue as soon as Customer (with notice to Company) recognizes that downtime is taking place, and continues until the availability of the Services is restored.

To receive a Service Credit for the Services, Customer must submit a written request to Company through the support@sandfox.com email address within thirty (30) days from the last day of the calendar month in which Customer claims Company failed to meet or exceed the service level commitment. Company will only apply a credit to the month in which the incident occurred.

2.          SUPPORT TERMS

Company will provide Technical Support to Customer via both telephone and email on weekdays during the hours of 9:00 am Eastern time through 6:00 pm Pacific time, with the exclusion of US Federal Holidays (“Support Hours”).

Customer may initiate a helpdesk ticket during Support Hours by calling +1.408.502.6616 or any time by emailing support@sandfaux.com or sending a message to a shared Slack channel. Customer will be provided with an additional phone number for escalating critical issues outside of Support Hours.

Company will use commercially reasonable efforts to respond to all support tickets within one (1) business day.