SLA

This Service Level Agreement for OCP Services (this "SLA") is a part of your OCP Service Agreement (the "Agreement"). This SLA defines the performance levels that Omilia provides to its Customers regarding the availability of OCP Services. This SLA only applies to your purchase and use of the OCP Services for a fee, and shall not apply to any free Services or trial Services provided by Omilia.

If you i) are accessing the OCP Services as a customer of an OCP reseller, and ii) have signed an offline variant of this SLA with your reseller, the terms below do not apply to you, and the Service Level Agreement signed with your reseller governs your use of the OCP Services. In case you are unsure, please contact your reseller.

Notwithstanding the foregoing, you acknowledge that any SLA provisions, commitments, or remedies, do not apply to any unavailability of the OCP Services due to:

• occasional planned downtime at non-peak hours (for which advance notice will be provided);
• any unavailability caused by circumstances beyond Omilia's reasonable control;
• unavailability as a result of the actions of Azure or AWS.

1. Hours of Operation

The Omilia OCP Services are designed to be available 24 hours a day, 7 days a week, 365 days a year, except during maintenance periods, technology upgrades and as otherwise set forth in the End-User Agreement, Partner Agreement, Service order and this OCP Services SLA.

2. Service Availability

Commencing at Omilia's activation of any OCP Services in production state for the End User, Omilia works to meet the Target Service Availability Level, or Target Service Uptime, of 99.9% in a specific region.

2.1. Measurement of Availability

Following the end of each calendar month of the applicable Services Period, Omilia measures the OCP Services Availability Level over the immediately preceding month by using the calculation of total minutes in the month less downtime minutes divided by total minutes in the month, and multiplying the result by 100 to reach a percent figure.

2.2. Reporting of Availability

Omilia will provide metrics on the Service Availability Level upon receipt of a Service Request submitted by the Partner or the End User to Omilia, requesting the metrics.

3. Monitoring

Omilia uses a variety of software tools to monitor the availability and performance of the OCP Services, and currently generates alerts for monitored components.

4. Service Credits

End User may receive Service Credits in the event that the Target Service Availability Level for Omilia OCP Services is below the defined Target Service Availability Level.

5. Support Services

Omilia shall provide support services for its OCP Services in English-language on a 24/7 basis, limited to high-severity incident management and resolution. Only Severity 1 and Severity 2 production incidents will be serviced 24x7.

5.5. Response Times