Service Level Objective for Subscription Service

I. Introduction

This Service Level Objective for Subscription Service and related support services (this “SLO”) are a part of the Master SaaS Agreement (the “Agreement”) entered into between the Customer (“you”) and Lakeside. Capitalized terms used but not defined in this SLO will have the meaning assigned to them in the Agreement. This SLO applies to the Subscription Service but does not apply to separately branded services made available with or connected to the Subscription Service or to any on-premises software that is part of the Subscription Service.

Lakeside will not modify the terms of this SLO during the initial term of your subscription; however, if you renew your subscription, the version of this SLO that is current at the time of renewal will apply throughout your renewal term. Lakeside will provide at least ninety (90) days’ notice for material changes to this SLO.

II. Incident Severity Definitions

The Subscription Service is non-operational and has a material adverse impact to your business as a whole.

A root level application or tool of the Subscription Services (such as Prevent, Visualizers, Dashboard Builder or Configure) is unavailable with no workaround and has a material adverse impact to an entire group or department of your business.

A portion of a root level application or tool of the Subscription Services is unavailable and impacts an individual or causes a degraded performance.

An enhancement is requested or there is a minor problem that does not materially interrupt or disrupt work. If you open a problem report without specifying a severity level, by default Lakeside will assign it to Severity Level 4.

III. Service Level Objectives for Support

Lakeside will endeavor to provide maintenance and support to you with respect to the Subscription Service at the time of your call or upon receipt of your electronic notification of a problem but in any event no later than the following, based on the severity of the problem. All logged requests to the Helpdesk will receive a response based on the assigned severity. The following response times are for trouble tickets which require technical support and the response times below are based upon and during the Lakeside’s support hours as specified below.

Lakeside’s technician will respond to the Customer and begin problem resolution within four (4) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment and provide an interim solution to the problem within eight (8) hours after the initial contact.

Lakeside’s technician will respond to the Customer and begin problem resolution within four (4) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment and provide an interim solution to the problem within twenty four (24) hours after the initial contact.

Lakeside’s technician will respond to the Customer and begin problem resolution within eight (8) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment within twenty four (24) hours and provide an interim solution to the problem within three (3) days after the initial contact.

Lakeside’s technician will respond to the Customer and begin problem resolution within eight (8) hours after the Customer’s initial contact. Lakeside’s goal is to make an initial assessment within twenty four (24) hours and provide an interim solution to the problem within seven (7) days after the initial contact.

IV. Service Level Objectives for SysTrack Cloud Services

V. Service Level Objective for SysTrack On-Prem Components

VI. Excluded Performance of Availability Issues