BAO Systems Platform as a Service
Service Level Agreement

BAO Systems will make the Platform Services available in accordance with this Service Level Agreement (the "Service Level Agreement"). Capitalized terms not defined herein shall have the meaning assigned to them in the Standard Terms and Conditions for Platform as a Service and BAO Edge (On-Premises PaaS). This Service Level Agreement does not apply to BAO Edge.

1. Definitions
For purposes of this Service Level Agreement, the following terms shall have the following meanings
  1. "At Risk Amount" means five percent (5%) of the Monthly Fee.
  2. "Available" means Customer’s users are able to access and use the Platform Services.
  3. "Downtime" means any period during which the Platform Services are not Available.
  4. "Downtime Exclusions" mean, collectively, (i) Scheduled Maintenance, (ii) Emergency Maintenance, (iii) Customer Software-related issues including crashes, (iv) any downtime on servers where Customer has been given direct Backend Access (as defined in the Maintenance and Technical Support Terms and Conditions , (v) Customer’s Internet connection or firewall/network issues, (vi) outages elsewhere on the Internet that hinder Customer’s access to the Platform Services, (vii) domain name or other third-party services issues outside the direct control of BAO Systems (including propagation delays), (viii) acts or omissions of Customer (or acts or omissions of others engaged or authorized by Customer), including negligence, willful misconduct or use of the Platform Services in breach of this Agreement, (ix) unavailability, interruption or delay of telecommunication services of a third party, and (x) force majeure events.
  5. "Emergency Maintenance" means BAO Systems’ back-end (i) operating system patches, (ii) server software patches, and (iii) critical bug fixes, in each case in connection with the Platform Services.
  6. "Monthly Fees" means the pro-rata portion of Fees applicable to a particular calendar month that are paid or payable by Customer to BAO Systems for the Platform Services.
2. Availability