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<br /> <br /> <br /> www.siteimprove.com <br /> <br /> <br /> <br /># 87378 <br /> <br /> Page 15 of 15 <br />Siteimprove Inc | 7807 Creekridge Circle | Minneapolis, MN 55439, USA <br />+1 855 748 3467 | info@siteimprove.com | www.siteimprove.com <br />(“Response Rate”). The Response Rate will be measured from the time the inquiry is received by the Included Services to <br />the time that the response is sent by the applicable system. The Response Rate does not include any time during which <br />Siteimprove is performing system maintenance. The Response Rate will be measured by a third-party solution of <br />Siteimprove’s choosing and reporting is available upon written request. <br />7. LIABILITIES. Siteimprove will exercise its best efforts to meet the standards set forth in this plan. In the ev ent of a <br />material failure to meet the above standards in any given month, a service credit in the amount of three percent (3%) of the <br />pro-rated annual subscription fees for the applicable month will be issued for Customer and available for future subscript ion <br />fees (“Service Credit”). Siteimprove has no obligation to issue any Service Credit unless (i) Customer reports the material <br />failure to Siteimprove immediately on becoming aware of it; and (ii) requests such Service Credit in writing within three day s <br />of the failure. In no event will a Service Credit exceed 10% of the annual subscription fee as set forth in the Agreement. The <br />Service Credit is non-refundable upon termination of Customer’s Agreement with Siteimprove. The parties acknowledge and <br />agree that the Service Credit is intended to be Customer’s sole and exclusive remedy with respect to any failure by <br />Siteimprove under this plan. <br />8. SCHEDULED DOWNTIME. Siteimprove will notify Customer through email alerts at least twenty-four (24) hours in <br />advance of all scheduled outages of the included Services (“Scheduled Downtime”) as long as Customer has signed up for <br />the alerts at http://status.siteimprove.com (https://support.siteimprove.com/). <br />9. MAINTENANCE OF INCLUDED SERVICES. Siteimprove will regularly maintain the Included Services to meet or exceed <br />the System Availability. Such maintenance services will include providing to Customer: (a) all updates, bug fixes, new <br />releases, new versions and other improvements to the Included Services; and (b) all services and repairs that Siteimprove <br />deems necessary to maintain or provide access to the Included Services. <br />10. TERM. This Premium Support plan remains in force for as long as Customer continues to pay Siteimprove for the <br />Premium Support. Siteimprove has sole discretion to update the terms of this plan at any time. In such event, said update(s) <br />will not result in a reduction in the level of support set forth in this plan. Any updates shall be provided to Customer i n a <br />timely fashion. <br />