SERVICE LEVEL ADDENDUM

• Planful will use commercially reasonable efforts to provide availability to the Financial Planning Services on the Production Environment 99.5% of the time calculated as follows [(total-non-excluded-excluded)/(total-excluded)] ≥ 99.5%, assuming the following exclusions:
  • Maintenance and upgrade downtime;
  • Test Environment downtime;
  • Any unavailability caused by circumstances beyond Planful’s reasonable control, including without limitation, acts of God, strikes or other labor disturbances, war, whether declared or not, sabotage, and/or any other cause or causes, whether similar or dissimilar to those herein specified, which cannot reasonably be controlled by Planful, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Planful’s possession or reasonable control, and including denial of service attacks against internet infrastructure providers;

• Planful will use commercially reasonable efforts to provide availability to the Marketing Planning Services on the Production Environment 99.0% of the time calculated as follows [(total-non-excluded-excluded)/(total-excluded)] ≥ 99.0%, assuming the following exclusions:
  • Maintenance and upgrade downtime;
  • Test Environment downtime;
  • Any unavailability caused by circumstances beyond Planful’s reasonable control, including without limitation, acts of God, strikes or other labor disturbances, war, whether declared or not, sabotage, and/or any other cause or causes, whether similar or dissimilar to those herein specified, which cannot reasonably be controlled by Planful, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Planful’s possession or reasonable control, and including denial of service attacks against internet infrastructure providers;

• Should Planful fail to make the Application Services available as set forth in this Section above (“SLA Noncompliance”) in a calendar month, Client may continue to use the Application Services and receive a credit of prepaid subscription fees equal to one twelfth (1/12) of the annual subscription amount. To request the credit for SLA Noncompliance, Client must submit in writing a request for credit to support@planful.com within (60) days of the occurrence. Any such request should contain a detailed description and account of the reported occurrence. All claims will be verified against Planful system records. Should Planful dispute any period of unavailability alleged by Client, Planful will provide to Client a record of Application Services availability for the applicable period. Planful will provide such records only in response to claims made by Client in good faith. Should Planful in addition fail to make the Application Services available as set forth in Section above for three (3) consecutive calendar months, Client may terminate the Agreement by providing notice of termination in accordance with the Agreement, in which case Planful will refund to Client any prepaid fees for the remainder of the Subscription Term following the date of termination reduced by the amount of SLA Noncompliance credits paid to Client. The remedies described in this paragraph shall be the sole remedies available to Client for SLA Noncompliance.

• On-line support through Planful Customer Portal
• On-line case submission
• Toll-free telephone support
• Under four (4) hour call-back response time
• Four (4) Authorized Support Contacts
• 24 x 7 Critical Phone Support
• Coverage from 8:00 AM to 6:00 PM (Customers selected time zone from options below) Monday through Friday, excluding holidays
  • USA Pacific Time
  • USA Eastern Time
  • USA Central Time
  • European (UTC)
  • Australia (AEST)

• On-line support through Planful Customer Portal
• On-line case submission
• Toll-free telephone support
• Under two (2) hour call-back response time
• Four (4) Authorized Support Contacts
• 24 x 7 Critical Phone Support
• Coverage from 6:00 AM to 6:00PM (Customers selected time zone from options below) Monday through Friday, excluding holidays
  • USA Pacific Time
  • USA Eastern Time
  • USA Central Time
  • European (UTC)
  • Australia (AEST)

• Changes in the User environment on the Client workstation to unsupported software or hardware. The software and hardware currently supported by Planful can be found here.
• Where Client has used the Application Services in a manner other than in accordance with the Documentation
• Problems created as a result of Client’s changes to Client’s software, operating systems or hardware, telecommunications problems or as a result of customized changes to the Application Services unless such changes were previously agreed, in writing, by Planful
• Planful shall have no obligations under this SLA during any period in which Client is in material breach of the Agreement, including any period in which Client has failed to meet its payment obligations there under

• Page Build Time
• Planning Template Load Time
• Planning Template Save Time
• Report Query Execution Time
• Network Traffic
• Client Machine Operation Time

If at any time Planful identifies a concern with any of the monitored performance points, Client will be notified in writing and a support case will be opened to track the resolution of the issue.