Service Level Agreement

The following definitions apply throughout this Service Level Agreement.

• SSLforSaaS / "the service" — The SSL automation platform operated by SSLforSaaS.
• Global Proxy — SSLforSaaS's network providing public access of client resources via the SSLforSaaS server.
• Certification System — The SSLforSaaS system which provisions SSL certificates.
• Claim — A claim submitted by Customer to SSLforSaaS pursuant to these Terms.
• Incident — Any set of circumstances resulting in an observable or reproduceable degradation of the Service.
• Outage Period — The number of downtime minutes resulting from an Unscheduled Service Outage.
• Customer Planned Downtime — Downtime expressly specified to SSLforSaaS by Customer, including any request for service suspension.
• Unscheduled Service Outage — A disruption to the service not previously communicated to the customer, resulting in unavailability to end users.

SSLforSaaS will provide access to an administrative interface where domains can be viewed and managed. Penalties for missing the uptime commitment are described in Section 7 of these Terms.

Support is delivered via multiple channels to ensure you always have a way to reach us.

• Email support via your account manager
• Live chat on the customer dashboard
• Emergency contact for critical incidents

All support requests will be responded to within 24 hours and resolved as quickly as possible, in line with the severity of the problem.

Client support is available between the hours 09:00 and 18:00 (GMT-5), Monday to Friday, excluding US Bank Holidays and statutory holidays.

The target availability for SSLforSaaS is twenty four (24) hours a day, seven (7) days a week, excluding any scheduled or emergency maintenance.

To be eligible to submit a Claim, Customer must first have notified SSLforSaaS of the specific Incident and provided notice of its intention to submit a Claim within five (5) business days following such Incident.

To submit a claim, Customer must provide:

• Detailed descriptions of the Incident
• The duration of such Incident
• Network traceroutes and affected URL(s)
• Any steps taken, or attempts made, by Customer to resolve the Incident

SSLforSaaS will use all information reasonably available to it to validate a Claim and make a good faith judgment on whether a Service Credit applies.

This SLA does not apply to any performance or availability issues due to events outside of SSLforSaaS's control, including but not limited to:

• Customer's or its End Users' hardware, software or connectivity issues
• Acts or omissions of Customer, its employees, agents, contractors, or vendors
• A third party gaining access to the Service by means of Customer's Authorized Users' accounts or equipment
• Caused by Customer's continued use of the Service after SSLforSaaS has advised Customer to modify such use
• Scheduled or emergency maintenance windows
• Force Majeure events

Service Credits are Customer's sole and exclusive remedy for any violation of the Service Levels. Service Credits for this SLA will only be calculated against Customer's fixed Monthly Fees.

Unavailability shall not be deemed to occur as a result of maintenance activities; acts or omissions of the Client; network unavailability outside the SSLforSaaS network; backbone outages; power failure; or Force Majeure events. The Client shall not be eligible for service credits if they have any outstanding fees.