CenturyLink
SAAS MARKETPLACE APPLICATIONS
Service Level Agreement (SLA)

This SLA applies to the SaaS Marketplace Applications Services and is part of your Service Agreement.

Service Legal Target/Credit Calculation

SaaS Marketplace Applications Service. CenturyLink will make commercially reasonable efforts to make the SaaS Marketplace Application Services available with a 99.9% monthly availability service level target for the General Catalog and 99.99% for Microsoft® Exchange, SharePoint®, and Skype for Business® during any calendar month subject to the terms and conditions of this SLA. The Service is considered available when you successfully activate licenses for the specific applications ordered and/or data can be accessed as reasonably determined by CenturyLink. Availability is measured as the percentage of time during a month in which the applicable application Service is not subject to an Outage and is calculated as follows: Availability = [total minutes in a calendar month (minus periods of Scheduled Maintenance) – total minutes of Outages in such month] / [total minutes in such month (minus periods of Scheduled Maintenance] x 100. For purposes of this SLA, you will be eligible for Service Credits as set forth in the following table for SaaS Marketplace Applications Infrastructure Availability.

SaaS Marketplace Applications Service Infrastructure Availability

General Catalog

in a Calendar Month

Service Credit

(% of Monthly Recurring Charge for Affected Service)

Greater than or equal to 99.9%

0%

Less than 99.9%

20%

SaaS Marketplace Applications Service Infrastructure Availability

Microsoft® Exchange, SharePoint®, & Skype for Business® in a Calendar Month

Service Credit

(% of Monthly Recurring Charge for Affected Service)

Greater than or equal to 99.99%

0%

Less than 99.99%

20%

Network Availability. CenturyLink will make commercially reasonable efforts to make available the Network with a 99.98% monthly availability service level target during any calendar month subject to the terms and conditions of this SLA. Networks are considered available when the applications and data residing within the CloudServers platform are accessible or are available for access as reasonably determined by CenturyLink. Availability means the percentage of time during a month in which the applicable Service is not subject to an Outage and is calculated as follows: [total minutes in a calendar month (minus periods of Scheduled Maintenance) – total minutes of Outages in such month] / [total minutes in such month (minus periods of Scheduled Maintenance] x 100. For purposes of this SLA, you will be eligible for Service Credits as set forth in the following table for Network availability.

Network Availability in a Calendar Month

Service Credit

(% of Monthly Recurring Charge for Affected Service)

Greater than or equal to 99.98%

0%

Greater than or equal to 99.86% and less than 99.98%

5%

Greater than or equal to 99.73% and less than 99.86%

10%

Greater than or equal to 99.59 and less than 99.73%

15%

Less than 99.59%

20%

Service Credit Process

You must request any Service Credit due within thirty (30) days of the date the trouble ticket associated with the Outage is closed. You waive any right to Service Credits not requested within this 30-day period. Service Credits will be issued once validated by CenturyLink and then applied toward your next Billing Event.

Limitations

This SLA provides your sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. The SLA and any remedies hereunder will not apply and you will not be entitled to receive a Service Credit (a) if any inconsistencies in the SaaS Marketplace Applications Infrastructure or unavailability of the Service results from changes in your source environment, including either intentional or accidental connections or disconnections to the SaaS Marketplace Applications Network; or (b) in the event of an Excluded Event.

You acknowledge that the Service Credits in this SLA are not cumulative and in no event will the Service Credits accrued in any calendar month exceed, in the aggregate, across all events, fifty percent (50%) of the MRC for the Affected Service.

Definitions

"Affected Service" means the portion of the Service that actually incurs the Outage.

"Billing Event" means a charge is imposed or an invoice is issued for the Service.

"Excluded Event" means any event that adversely impacts the Service that is caused by (a) the acts or omissions of you, your employees, customers, contractors or agents; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (c) inconsistencies in the CenturyLink environment or unavailability of the Service results from changes in your source environment, including either intentional or accidental connections or disconnections to the CenturyLink environment; (d) Force Majeure events; (e) scheduled and/or emergency maintenance; (f) any suspension of Service pursuant to the Service Agreement; or (g) the unavailability of you or your personnel when required, including as a result of failure to provide CenturyLink with accurate, current contact information.

"Infrastructure" means the physical servers, storage, & networking equipment that host the SaaS Marketplace Applications either by direct hosting, hybrid hosting, or syndicated delivery models. "Network" means the communications paths from the Infrastructure to the router(s) providing the outside interface to each WAN interface and the communication paths from the Infrastructure to SaaS Marketplace Applications.

"Outage" means the measure of time in minutes when the Service is unavailable other than due to scheduled maintenance to the time it becomes available as determined by CenturyLink monitoring facilities.

"Scheduled Maintenance" means the measure of time in minutes when the Service may become unavailable to Customer for purposes of maintenance.

"Service" means the SaaS Marketplace Applications Service.

"Service Credit" means, collectively, the SaaS Marketplace Applications Infrastructure and Network Availability Service Credit specifically described herein.

Microsoft®, Exchange, Sharepoint®, and Skype for Business® are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.