Schedule A

Service Level Agreement and Support Terms

1. Definitions. Except as provided in this Schedule, capitalized terms shall have the meanings set forth in the Agreement.

“Available” means the Logiwa Service is available for access and use over the Internet by Customer.  Availability of the Logiwa Service specifically excludes (a) any suspension of the Logiwa Service in accordance with the terms of the Agreement, (b) any performance issue (i)caused by factors beyond Logiwa’s reasonable control, including without limitation, any force majeure event, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Logiwa’s possession or reasonable control, and denial of service attacks; (ii) resulting from any actions or inactions of Customer or any third party; (iii) resulting from the equipment, software or other technology of Customer or any third party (other than third party equipment within Logiwa’s direct control); (c) Scheduled Maintenance; or (d) downtime arising from Emergency Maintenance.

“Emergency Maintenance” means a Logiwa Service software release to address a critical software or infrastructure issue.

“Scheduled Maintenance” means any downtime scheduled in advance by Logiwa as further described in Section 3 below.

2. Service Availability Level.

The “System Availability Level” is the percentage of time during a calendar month that the Logiwa Service is Available to a Customer.  System Availability Level is calculated as follows:

(Total number of hours in a calendar month less total Scheduled Maintenance) / Total number of hours in a month (e.g.,  for a 30 day month with 10 hours of downtime, the calculation would be as follows: (720 – 10 hours  Downtime) = 710 total hours / 30 days x 24 hours = 720 total hours in a month, or 710/720 = 98.61%  System Availability Level).

Logiwa’s “System Availability Level” is 99.5% in any calendar month.

3. Scheduled Maintenance; Emergency Maintenance.

Scheduled Maintenance will not exceed eight (8) hours per month. Logiwa shall provide Customer with 72 hours advance notice of any Scheduled Maintenance.

Logiwa shall use commercially reasonable efforts to provide Customer 4 hours advance notice of any Emergency Maintenance.

4. Support.

Logiwa will provide Support Services to Customer via the support client portal on weekdays during business  hours on US Time with the exclusion of Federal Holidays (“Support Hours”). Customer may initiate a support ticket any time by using the Logiwa support client portal. Logiwa will provide twenty-four hours / seven days support for S1 – Critical severity level service requests.

5. Response Times.

Following a service request submission by Customer, Logiwa Support Services will generate an initial response based on the applicable severity level classification set forth in the table below.   Logiwa Support Services reserves the right to adjust the severity level based on subsequent investigation of the issue.

Service requests are classified into four severity levels: S1 – Critical, S2 –High, S3 – Normal, and S4 – Low.