Reframe, Inc.

Service Level Agreement

The following Service Level Agreement, which is incorporated into and forms part of the Subscription Agreement between Reframe, Inc. ("Reframe") and Customer (the "Agreement"), will apply to the Services for Enterprise Customers specified in an Order Form during the applicable Subscription Term:


1. Uptime Commitment

Reframe will provide Actual Availability for at least ninety-nine and nine tenths percent (99.9%) of the total time in each calendar month during the Subscription Term, as measured by Reframe (the "Uptime Commitment").

2. Service Credits

If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit ("Service Credit"), provided that Customer reports to Reframe such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: X * Y, where X = the total fees due from Customer to Reframe for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below.

Actual AvailabilityCredit Percentage
Less than 99.9% but greater than or equal to 99.0%10%
Less than 99.0% but greater than or equal to 98.0%15%
Less than 98.0% but greater than or equal to 96.0%20%
Less than 96.0%30%

3. Credit Requests and Payment

To request a Service Credit, Customer must send an email to Reframe at within thirty (30) days of the end of the month in which the Uptime Commitment was not met. Customer must include either its account ID or registered email address, and the previously reported dates and times that there was no Service Availability. If Reframe confirms that Customer is eligible for a Service Credit, Reframe will issue a credit to Customer’s account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. Except as set forth in Section 4 below, the Service Credits shall be Customer’s sole and exclusive remedy, and Reframe’s sole and exclusive liability, for any failure by Reframe to meet the Uptime Commitment.

4. Definitions

All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement.

4.1 Scheduled Availability

"Scheduled Availability" means the time, in minutes, that the applicable Services are generally accessible and available to Customer’s Permitted Users.

4.2 Unscheduled Downtime

"Unscheduled Downtime" means the time, in minutes, that the applicable Services are not generally accessible and available to Customer’s Permitted Users, excluding inaccessibility or unavailability due to Customer’s or Permitted Users’ acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance.

4.3 Actual Availability

"Actual Availability" means Scheduled Availability less Unscheduled Downtime.


Reframe Support Service Level Agreements.

1. Urgent

Critical Issue

Defect resulting in full or partial system outage or a condition that makes Reframe unusable or unavailable in production for all of Customer’s Users.

2. High

Significant Business Disruption

Issue resulting in a situation meaning major functionality is impacted and significant performance degradation is experienced. Issue impacts significant proportion of user base and / or major Reframe functionality.

3. Normal

Minor Feature or Functional Issue / General Question

Issue results in a component of Reframe not performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue or general question.

4. Low

Minor Issue / Feature Request

An Information request about Reframe or feature request.

Target response times

Severity LevelStandardPriorityPriority Plus
1. Urgent1 hour
24/7 × 365
1 hour
24/7 × 365
1 hour
24/7 × 365
2. High4 business hours
Monday - Friday
2 business hours
Monday - Friday
2 hours
24/7 × 365
3. Normal1 business day
Monday - Friday
1 business day
Monday - Friday
12 business hours
Monday - Friday
4. Low2 business days
Monday - Friday
2 business days
Monday - Friday
1 business day
Monday - Friday

Business hours are from 6am to 6pm (local time), except where otherwise stated.