This agreement governs your access to and use of our services.

By accepting this agreement, either by signing this agreement, clicking a box indicating your acceptance, or executing an order form that references this agreement, you agree to the terms of this agreement. If you are entering into this agreement on behalf of a company or other legal entity, you represent that you have the authority to bind such entity and its affiliates to these terms and conditions, in which case the terms “you” or “your” shall refer to such entity and its affiliates. If you do not have such authority, or if you do not agree with these terms and conditions, you must not accept this agreement and may not use the services.

You may not access the Services if You are Our direct competitor, except with Our prior written consent. In addition, You may not access the Services for purposes of monitoring their availability, performance or functionality, or for any other benchmarking or competitive purposes.

This Agreement is effective between You and Us as of the date of You accepting this Agreement.

Definitions

“Affiliate” means any entity that directly or indirectly controls, is controlled by, or is under common control with the subject entity. “Control” for purposes of this definition, means direct or indirect ownership or control of more than 50% of the voting interests of the subject entity.

“Agreement” means this Master Subscription Agreement.

“Beta Services” means Simpplr services or functionality that may be made available to You to try at Your option at no additional charge which is clearly designated as beta, pilot, limited release, developer preview, non-production, evaluation, or by a similar description.

“Documentation” means the help pages or other end user documentation provided by Us to describe the functionality of the Services or how to use the Services.

“Malicious Code” means code, files, scripts, agents or programs intended to do harm, including, for example, viruses, worms, time bombs and Trojan horses.

“Order Form” means an ordering document or online order specifying the Services to be provided hereunder that is entered into between You or one of Your Affiliates, as one party, and Us or one of Our Affiliates, as the other party, including any addenda and supplements thereto. By entering into an Order Form, You or Your Affiliate agrees to be bound by the terms of this Agreement.

“Services” means the products and services that are ordered by You under an Order Form or provided to You under this Agreement, including paid subscriptions, free trials, and associated offline, mobile or third party components. Services may include Our packaged professional services if specified on the Order Form.

“User” means an individual who is authorized by You to use a Service and who is registered with a user ID and password to access the Service. Users may include, for example, Your employees, consultants, contractors and agents, and third parties with which You transact business.

“We” “Us” or “Our” means Simpplr, Inc or an Affiliate of Simpplr, Inc.

“You” or “Your” means the company or other legal entity for which you are accepting this Agreement, and Affiliates of that company or entity which have signed Order Forms.

“Your Data” means electronic data, content, files, documents and information submitted by or for You or Your Users to the Services.

Our responsibilities

2.1. Provision of Services. We will (a) make Services available to You pursuant to this Agreement and the applicable Order Forms, (b) provide Our applicable support for the Services to You and/or upgraded support if purchased, and (c) comply with the Service Level Agreement attached as Exhibit A.

2.2. Privacy and Data Security. We will comply with applicable laws related to privacy and security of customer data and with Our privacy policy. We will use reasonable commercial efforts in accordance with generally accepted industry practices to ensure that Our software used to provide the Services does not contain vulnerabilities or defects which would allow unauthorized access to, or alteration or destruction of, customer data.

2.3. Our Personnel. We will be responsible for the performance of Our personnel (including Our employees and contractors) and their compliance with Our obligations under this Agreement, except as otherwise specified herein.

2.4. Beta Services. From time to time, We may make Beta Services available to You at no charge. You may choose to try such Beta Services or not at Your sole discretion. Beta Services are intended for evaluation purposes and not for production use, are not supported, and may be subject to additional terms. We may discontinue Beta Services at any time at Our sole discretion and may make material modifications to the Beta Service before releasing a production version or may never make a production version available at all. We will have no liability for any harm or damage arising out of or in connection with a Beta Service.

Use of service

3.1 Subscriptions. Unless otherwise provided in the applicable Order Form, (a) Your access to the Services are purchased on a subscription basis, (b) additional Users may be added during a subscription term at the same per User pricing as the original subscription pricing, prorated for the portion of that subscription term remaining at the time the Users are added, and (c) the subscription for any added Users will terminate on the same date as the original subscription. You may also either increase or decrease the number of Users when the subscription comes up for renewal.

3.2 Usage Limits. Services are subject to usage limits, including, for example, the quantities specified in Order Forms and Documentation. Unless otherwise specified, (a) a quantity in an Order Form refers to Users, and the Service may not be accessed by more than that number of Users, (b) a User’s password may not be shared with any other individual, and (c) except as set forth in an Order Form, a User identification may only be reassigned to a new individual replacing one who will no longer use the Service. If You exceed a contractual usage limit, We may invoice You and You will be required to pay for excess usage in accordance with Section 4.2 (Invoicing and Payment).

3.3 Your Responsibilities. You will (a) be responsible for Users’ compliance with this Agreement, Documentation and Order Forms, (b) be responsible for the accuracy, quality and legality of Your Data and the means by which You acquired Your Data, (c) use commercially reasonable efforts to prevent unauthorized access to or use of Services, and notify Us promptly of any such unauthorized access or use, and (d) use Services only in accordance with this Agreement, the Documentation, Order Forms and applicable laws and government regulations.

3.4 Usage Restrictions. You will not (a) make any Service available to, or use any Service for the benefit of, anyone other than You or Users, unless expressly stated otherwise in an Order Form or the Documentation, (b) sell, resell, license, sublicense, distribute, make available, rent or lease any Service, or include any Service in a service bureau or outsourcing offering, (c) use a Service to store or transmit infringing, libelous, obscene, or otherwise unlawful, objectionable or tortious material, or to store or transmit material in violation of a third-party’s rights, including but not limited to privacy rights or intellectual property rights, (d) use a Service to store or transmit Malicious Code, (e) interfere with or disrupt the integrity or performance of any Service, (f) attempt to gain unauthorized access to any Service or its related systems or networks, (g) permit direct or indirect access to or use of any Service in a way that circumvents a contractual usage limit, or use any of Our Services to access or use any of Our intellectual property except as permitted under this Agreement, an Order Form, or the Documentation, (h) copy a Service or any part, feature, function or user interface thereof, (i) frame or mirror any part of any Service, other than framing on Your own intranets or otherwise for Your own internal business purposes or as permitted in the Documentation, (j) access any Service in order to build a competitive product or service or to benchmark with a competitive product or service, or (k) reverse engineer any Service (to the extent such restriction is permitted by law). Neither We nor Our suppliers or licensors has any responsibility for preventing or identifying Your compliance with this Section 3.4 or any liability, directly or indirectly, for any loss or damage caused by Your Data. Any use of the Services in breach of this Agreement, Documentation or Order Forms, by You or Users that in Our judgment threatens the security, integrity or availability of Our services, may result in Our immediate suspension of the Services and/or removal of the offending Data, however, We will use commercially reasonable efforts under the circumstances to provide You with notice and an opportunity to remedy such violation or threat prior to such suspension.

Fees and payment for purchased services

4.1. Fees. You will pay all fees specified in Order Forms. Except as otherwise specified herein or in an Order Form, (i) fees are based on Service subscriptions purchased and not actual usage (except to the extent usage limits are exceeded as described in Section 3.2), (ii) payment obligations are non-cancelable and fees paid are non-refundable, and (iii) quantities purchased cannot be decreased during the relevant subscription term.

4.2. Invoicing and Payment. We will invoice You in advance for subscriptions and otherwise in accordance with the relevant Order Form. Unless otherwise stated in the Order Form, invoiced charges are due net 30 days from the invoice date. You are responsible for providing complete and accurate billing and contact information to Us and notifying Us of any changes to such information. If You require a purchase order for payment, you will provide Us with a valid purchase order form; provided, however, that no terms on any purchase order will be binding on Us to the extent they differ from the terms of this Agreement and the Order Form.

4.3. Overdue Charges. If any invoiced amount is not received by Us by the due date, then without limiting Our rights or remedies, (a) those charges may accrue late interest at the rate of 1.5% of the outstanding balance per month, or the maximum rate permitted by law, whichever is lower, and/or (b) We may condition future subscription renewals and Order Forms on payment terms shorter than those specified in Section 4.2 (Invoicing and Payment).

4.4. Suspension of Service and Acceleration. If any amount owing by You under this or any other agreement for Our services is 30 or more days overdue, We may, without limiting Our other rights and remedies, accelerate Your unpaid fee obligations under such agreements so that all such obligations become immediately due and payable, and suspend Our services to You until such amounts are paid in full. We will give You at least 10 days’ prior notice that Your account is overdue, in accordance with Section 11.1 (Manner of Giving Notice) for billing notices, before suspending services to You.

4.5. Payment Disputes. We will not exercise Our rights under Section 4.3 (Overdue Charges) or 4.4 (Suspension of Service and Acceleration) above if You are disputing the applicable charges reasonably and in good faith and are cooperating diligently to resolve the dispute.

4.6. Taxes. Our fees do not include any taxes, levies, duties or similar governmental assessments of any nature, including, for example, value-added, sales, use or withholding taxes, assessable by any jurisdiction whatsoever (collectively, “Taxes”). You are responsible for paying all Taxes associated with Your purchases hereunder. If We have the legal obligation to pay or collect Taxes for which You are responsible under this Section 4.6, We will invoice You and You will pay that amount unless You provide Us with a valid tax exemption certificate authorized by the appropriate taxing authority. For clarity, We are solely responsible for taxes assessable against Us based on Our income, property and employees.

4.7. Future Functionality. You agree that Your purchases are not contingent on the delivery of any future functionality or features, or dependent on any oral or written public comments made by Us regarding future functionality or features.

Proprietary rights and licenses

5.1. Reservation of Rights. Subject to the limited rights expressly granted hereunder, We and Our licensors reserve all of Our/their right, title and interest in and to the Services, including all of Our/their related intellectual property rights. No rights are granted to You hereunder other than as expressly set forth herein.

5.2. License to Host Your Data. You grant Us, Our Affiliates and applicable contractors a worldwide, limited-term license to host, copy, transmit and display Your Data, in connection with use of the Services by You and Users, and to use Your Data to provide and improve the Services. Subject to the limited licenses granted herein, We acquire no right, title or interest from You under this Agreement in or to any of Your Data.

5.3. License to Use Feedback. You grant to Us and Our Affiliates a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate into Our and/or Our Affiliates’ Services any suggestion, enhancement request, recommendation, correction or other feedback provided by You or Users relating to the operation of Our or Our Affiliates’ services.

5.4. License to Usage Data. You grant to Us and Our Affiliates a license to collect, transmit, display and use data regarding Your use of the Services in order: (a) during the term of this Agreement, to provide You reports and information relating to log-ins and the amount, duration and types of usage of various components of the Services, both in the aggregate and with respect to individual Users, and (b) both during and after the term of this Agreement, to improve and modify our Services based on anonymized, aggregated usage data from our customers.

5.5. Federal Government End Use Provisions. We provide the Services, including related software and technology, for ultimate federal government end use solely in accordance with the following: Government technical data and software rights related to the Services include only those rights customarily provided to the public as defined in this Agreement. This customary commercial license is provided in accordance with FAR 12.211 (Technical Data) and FAR 12.212 (Software) and, for Department of Defense transactions, DFAR 252.227-7015 (Technical Data – Commercial Items) and DFAR 227.7202-3 (Rights in Commercial Computer Software or Computer Software Documentation). If a government agency has a need for rights not granted under these terms, it must negotiate with Us to determine if there are acceptable terms for granting those rights, and a mutually acceptable written addendum specifically granting those rights must be included in any applicable agreement.

Confidentiality

6.1. Definition of Confidential Information. “Confidential Information” means all information disclosed by a party (“Disclosing Party”) to the other party (“Receiving Party”), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Your Confidential Information includes Your Data; Our Confidential Information includes the Services; and Confidential Information of each party includes the terms and conditions of this Agreement and all Order Forms (including pricing), as well as business and marketing plans, technology and technical information, product plans and designs, and business processes disclosed by such party. However, Confidential Information does not include any information that (i) is or becomes generally known to the public without breach of any obligation owed to the Disclosing Party, (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the Disclosing Party, (iii) is received from a third party without breach of any obligation owed to the Disclosing Party, or (iv) was independently developed by the Receiving Party.

6.2. The Receiving Party will use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but not less than reasonable care) to (i) not use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement and (ii) except as otherwise authorized by the Disclosing Party in writing, limit access to Confidential Information of the Disclosing Party to those of its and its Affiliates’ employees and contractors who need that access for purposes consistent with this Agreement and who have signed confidentiality agreements with the Receiving Party containing protections not materially less protective of the Confidential Information than those herein. Neither party will disclose the terms of this Agreement or any Order Form to any third party other than its Affiliates, legal counsel and accountants without the other party’s prior written consent, provided that a party that makes any such disclosure to its Affiliate, legal counsel or accountants will remain responsible for such Affiliate’s, legal counsel’s or accountant’s compliance with this “Confidentiality” section. Notwithstanding the foregoing, We may disclose the terms of this Agreement and any applicable Order Form to Our subcontractors to the extent necessary to perform Our obligations to You under this Agreement, under terms of confidentiality materially as protective as set forth herein.

6.3. Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing Party to the extent compelled by law to do so, provided the Receiving Party gives the Disclosing Party prior notice of the compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party’s cost, if the Disclosing Party wishes to contest the disclosure. If the Receiving Party is compelled by law to disclose the Disclosing Party’s Confidential Information as part of a civil proceeding to which the Disclosing Party is a party, and the Disclosing Party is not contesting the disclosure, the Disclosing Party will reimburse the Receiving Party for its reasonable cost of compiling and providing secure access to that Confidential Information.

Representations, warranties, exclusive remedies and disclaimers

7.1. Representations. Each party represents that it has validly entered into this Agreement and has the legal power to do so.

7.2. Our Warranties. We warrant that during an applicable subscription term (a) the Services will perform materially in accordance with the applicable Documentation, and (b) We will not materially decrease the overall functionality of the Services. For any breach of a warranty above, Your exclusive remedies are to access Our support services and those described in the “Termination” and “Refund or Payment upon Termination” sections below.

7.3. Disclaimers. Except as expressly provided herein, neither party or its suppliers or licensors make any warranty of any kind, whether express, implied, statutory or otherwise, and each party specifically disclaims all implied warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, to the maximum extent permitted by applicable law. Beta services are provided “as is,” exclusive of any warranty whatsoever. We disclaim all liability and indemnification obligations for any harm or damages caused by any third-party.

Mutual indemnification

8.1. Indemnification by Us. We will defend You against any claim, demand, suit or proceeding made or brought against You by a third party alleging that any Service infringes or misappropriates such third party’s intellectual property rights (a “Claim Against You”), and will indemnify You from any damages, attorney fees and costs finally awarded against You as a result of, or for amounts paid by You under a settlement approved by Us in writing of, a Claim Against You, provided You (a) promptly give Us written notice of the Claim Against You, (b) give Us sole control of the defense and settlement of the Claim Against You (except that We may not settle any Claim Against You unless it unconditionally releases You of all liability), and (c) give Us all reasonable assistance, at Our expense. If We receive information about an infringement or misappropriation claim related to a Service, We may in Our discretion and at no cost to You (i) modify the Services so that they are no longer claimed to infringe or misappropriate, without breaching Our warranties under “Our Warranties” above, (ii) obtain a license for Your continued use of that Service in accordance with this Agreement, or (iii) terminate Your subscriptions for that Service upon 30 days’ written notice and refund You any prepaid fees covering the remainder of the term of the terminated subscriptions. The above defense and indemnification obligations do not apply to the extent a Claim Against You arises from (1) the combination of the Services with software, hardware, content or other items not supplied by Us; or (2) Your Data or Your use of the Services in violation of this Agreement, the Documentation or applicable Order Forms.

8.2. Indemnification by You. You will defend Us against any claim, demand, suit or proceeding made or brought against Us by a third party alleging that any of Your Data infringes or misappropriates such third party’s intellectual property rights, or arising from Your use of the Services in violation of the Agreement, the Documentation, Order Form or applicable law (each a “Claim Against Us”), and You will indemnify Us from any damages, attorney fees and costs finally awarded against Us as a result of, or for any amounts paid by Us under a settlement approved by You in writing of, a Claim Against Us, provided We (a) promptly give You written notice of the Claim Against Us, (b) give You sole control of the defense and settlement of the Claim Against Us (except that You may not settle any Claim Against Us unless it unconditionally releases Us of all liability), and (c) give You all reasonable assistance, at Your expense.

8.3. Exclusive Remedy. This Section 8 states the parties’ sole liability and each party’s exclusive remedy against the other party for any indemnification arising out of or related to this Agreement, including but not limited to any claim described in this Section 8.

Limitation of liability

9.1. Limitation of Liability. In no event shall the aggregate liability of us together with all of our affiliates, suppliers and licensors arising out of or related to this agreement exceed the total amount paid by you and your affiliates hereunder for the services giving rise to the liability in the twelve months preceding the first incident out of which the liability arose. The foregoing limitation will apply whether an action is in contract or tort and regardless of the theory of liability.

9.2. Exclusion of Consequential and Related Damages. In no event will either party or its affiliates or our suppliers and licensors have any liability arising out of or related to this agreement for any lost profits, revenues, goodwill, or indirect, special, incidental, consequential, cover, business interruption or punitive damages, whether an action is in contract or tort and regardless of the theory of liability, even if a party or its affiliates have been advised of the possibility of such damages or if a party’s or its affiliates’ remedy otherwise fails of its essential purpose. The foregoing disclaimer will not apply to the extent prohibited by law.

Term and termination

10.1 Term of Agreement. This Agreement commences on the date You first accept it and continues until all subscriptions hereunder have expired or have been terminated.

10.2. Term of Purchased Subscriptions. The term of each subscription shall be as specified in the applicable Order Form. Except as otherwise specified in an Order Form, subscriptions will automatically renew for additional periods equal to the expiring subscription term, unless either party gives the other notice of non-renewal at least 60 days before the end of the expiring subscription term. You may reduce the number of licensed Users only upon the commencement of a renewal term by requesting such reduction in writing at least 60 days before the commencement of such renewal term. We may increase the per-unit pricing upon the commencement of any renewal term by up to 7% above the applicable pricing in the prior term without prior notice. For any increase in pricing of greater than 7%, we will provide you notice of such increase in pricing at least 75 days prior to the applicable renewal term.

Except as expressly provided in the applicable Order Form, renewal of promotional or one-time priced subscriptions will be at Our applicable list price in effect at the time of the applicable renewal. Notwithstanding anything to the contrary, any renewal in which subscription volume for any Services has decreased from the prior term will result in re-pricing at renewal without regard to the prior term’s per-unit pricing.

10.3. Termination. A party may terminate this Agreement for cause (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of such period, or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.

10.4. Refund or Payment upon Termination. If this Agreement is terminated by You in accordance with Section 10.3 (Termination), We will refund You any prepaid fees covering the remainder of the term of all Order Forms after the effective date of termination. If this Agreement is terminated by Us in accordance with Section 10.3, You will pay any unpaid fees covering the remainder of the term of all Order Forms. In no event will termination relieve You of Your obligation to pay any fees payable to Us for the period prior to the effective date of termination.

10.5. Your Data Portability and Deletion. Upon request by You made within 30 days after the effective date of termination or expiration of this Agreement, We will make Your Data available to You for export or download as provided in the Documentation. After such 30-day period, We will have no obligation to maintain or provide any of Your Data, and as provided in the Documentation may thereafter delete or destroy all copies of Your Data in Our systems or otherwise in Our possession or control, unless legally prohibited.

10.6. Surviving Provisions. The sections titled “Fees and Payment,” “Proprietary Rights and Licenses,” “Confidentiality,” “Disclaimers,” “Mutual Indemnification,” “Limitation of Liability,” “Refund or Payment upon Termination,” “Your Data Portability and Deletion,” “Surviving Provisions” and “General Provisions” will survive any termination or expiration of this Agreement.

Notices, governing law and jurisdiction

11.1. Manner of Giving Notice. Except as otherwise specified in this Agreement, all notices related to this Agreement will be in writing and will be effective upon (a) personal delivery, (b) the second business day after mailing, or (c), except for notices of termination or an indemnifiable claim (“Legal Notices”), which shall clearly be identifiable as Legal Notices, the day of sending by email. Billing-related notices to You will be addressed to the relevant billing contact designated by You. All other notices to You will be addressed to the relevant contact designated by You.

11.2. Governing Law and Jurisdiction. This Agreement will be governed by the laws of the State of California. Any action related to or arising out of this Agreement will be subject to the exclusive jurisdiction of the state courts in San Mateo County, California or the federal district court for the Northern District of California.

General provisions

12.1. Export Compliance. The Services and other technology We make available, and derivatives thereof may be subject to export laws and regulations of the United States and other jurisdictions. Each party represents that it is not named on any U.S. government denied-party list. You shall not permit Users to access or use any Service or Content in a U.S. embargoed country (currently Cuba, Iran, North Korea, Sudan, Syria or Crimea) or in violation of any U.S. export law or regulation.

12.2. Anti-Corruption. You agree that You have not received or been offered any illegal or improper bribe, kickback, payment, gift, or thing of value from any of Our employees or agents in connection with this Agreement. Reasonable gifts and entertainment provided in the ordinary course of business do not violate the above restriction.

12.3 Entire Agreement and Order of Precedence. This Agreement is the entire agreement between You and Us regarding Your use of Services and supersedes all prior and contemporaneous agreements, proposals or representations, written or oral, concerning its subject matter. Except as otherwise provided herein, no modification, amendment, or waiver of any provision of this Agreement will be effective unless in writing and signed by the party against whom the modification, amendment or waiver is to be asserted. The parties agree that any term or condition stated in Your purchase order or in any other of Your order documentation (excluding Order Forms) is void. In the event of any conflict or inconsistency among the following documents, the order of precedence shall be: (1) the applicable Order Form, (2) this Agreement, and (3) the Documentation.

12.4. Assignment. Neither party may assign any of its rights or obligations hereunder, whether by operation of law or otherwise, without the other party’s prior written consent (not to be unreasonably withheld); provided, however, either party may assign this Agreement in its entirety (together with all Order Forms), without the other party’s consent to its Affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Notwithstanding the foregoing, if a party is acquired by, sells substantially all of its assets to, or undergoes a change of control in favor of, a direct competitor of the other party, then such other party may terminate this Agreement upon written notice. In the event of such a termination, We will refund to You any prepaid fees allocable to the remainder of the term of all subscriptions for the period after the effective date of such termination. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their respective successors and permitted assigns.

12.5. Relationship of the Parties. The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.

12.6. Third-Party Beneficiaries. There are no third-party beneficiaries under this Agreement.

12.7. Identification of You as Customer. We may identify You as a customer of Ours on Our website or in presentations, marketing materials and other documentation regarding our company and may use Your logo in connection with such customer lists.

12.8. Waiver. No failure or delay by either party in exercising any right under this Agreement will constitute a waiver of that right.

12.9. Severability. If any provision of this Agreement is held by a court of competent jurisdiction to be contrary to law, the provision will be deemed null and void, and the remaining provisions of this Agreement will remain in effect.

12.10. Force Majeure. Neither Party shall be liable to the other for any delay or failure in the performance of any of its obligations hereunder due to any cause beyond such Party’s reasonable control or due to acts of god, acts of civil or military authorities, fires, labor disturbances, natural disasters, floods, epidemics, governmental rules or regulations, war, riot, power outages, or unauthorized or criminal acts of third parties.

12.11. Facsimile and PDF. Delivery of an executed signature page of this Agreement by facsimile, portable document format (PDF) or electronic signature service will be effective as delivery of a manually executed signature page of this Agreement.

IN WITNESS WHEREOF the parties have caused this Agreement to be executed and delivered by their respective authorized signing officers.

[Customer Name]		Simpplr Inc.
Signature:		Signature:
Name:		Name:
Title:		Title:
Date:		Date:

Service Level Agreement

This Service Level Agreement (SLA) sets forth certain service levels, performance metrics and measurements applicable to Simpplr’s delivery of Services for its customers (“Service Levels”). Services will be provided at a level conforming to or exceeding the applicable Service Levels set forth in this Exhibit.

1. DEFINITIONS. The terms appearing in initial capitals not defined in this Exhibit shall have the meanings ascribed to those terms in the Master Services Agreement.

“Exclusions” means the exclusions set forth in Section 3 of this Exhibit.

“Monthly Availability Percentage” or “MAP” means the total minutes in the month (“T”) minus the Outage minutes in a month (“O”) divided by total minutes in a month expressed as a percentage, i.e.: (T-O)/T

“Outage” means a period (measured in minutes) that meets both of the following criteria: (a) Services are not available to the Internet, and (b) the unavailability is not caused by an Exclusion.

2. Availability

Simpplr makes the following “Monthly Availability Commitment” or “MAC”.

Monthly Availability Commitment

99.99%

For any month in which the Monthly Availability Percentage falls below the Monthly Availability Commitment, Company may request and Simpplr will provide a credit calculated as follows: (MAC – MAP) * (Annual Support Fees/12). Credit requests must be made within thirty (30) days after the month in which the MAP fell below the Service availability commitment. Upon request, Simpplr will supply Customer with a report specifying MAP for the applicable month.

3. Exclusions for Availability

Simpplr is not responsible for any unavailability of the Service, which is excused or outside of its control, including but not limited to the following examples, which would all therefore not be included as Outages in the calculation of the “Monthly Availability Percentage”.

Failed hardware or software at a customer’s site.

Scheduled maintenance activities, not to exceed 4 hours unless agreed upon in writing, of which Simpplr has provided at least five (5) business days prior written notice.

Emergency maintenance/service procedures required to maintain the availability or integrity of the environment.

Events (indirectly or directly) caused by acts, errors, or omissions by customers or their employees, agents and contractors.

Outage due to work performed at customer’s request.

“Acts of God” such as natural disasters, changes resulting from government, political, or other regulatory actions or court orders, strikes or labor disputes, acts of civil disobedience, acts of war, and other force majeure items.

The failure of customer to provide timely feedback and information as required for problem identification or resolution.

Inability of the customer to access the internet and/or the Service, where inability to access is not the result of a failure by Simpplr or its Service, including but not limited to, failures attributable to third parties outside of Simpplr’s control, including but not limited to, network service providers, internet service providers and telecom service providers and their respective hardware, software, networks and systems.

4. Response Times

Simpplr will provide support to customers as described at https://support.simpplr.com/. Simpplr will make reasonable commercial efforts to meet the response times specified below. Response Time means when Simpplr will acknowledge and commence working on the problem.

Severity	Description	Response Time
Critical	Service is unavailable or major functionality is not available	4 Business Hours
High	Some non-major functions or features are not available	1 Business Day
Medium	Some non-major features or functions are not operating in accordance with the Documentation, but workarounds are available	3 Business Days
Low	Minor issues which don’t affect to functionality of the Service	5 Business Days