Service Level Agreement

Effective: March 1, 2022

Stairwell, Inc. (“Stairwell”) agrees to provide you with the threat awareness and malware detection product platform and accompanying services (“Services”) described in your order (“Order”) in accordance with this Service Level Agreement (“SLA”).

Stairwell reserves the right to modify the SLA and will provide you with the most current version. If Stairwell makes material changes to the SLA, Stairwell will notify you via the Services and/or via the email address associated with your account.

1. Availability Commitment. Stairwell will use commercially reasonable efforts to make the Services available to you 99.9% of the time during any calendar month during the term of an applicable Order (“<strong>Availability Commitment</strong>”). The Availability Commitment does not apply to (a) Free Trials; (b) Force Majeure events; (c) scheduled maintenance; (d) unauthorized use of the Services by you or issues caused by your vendors, third party service providers or third party connections, utilities or equipment.

2. Credits. If Stairwell fails to meet the Availability Commitment during any given month during the Term, you may make a claim to Stairwell for a credit (“Claim”). You must notify Stairwell within 10 days of the date giving rise to the Claim that the Availability Commitment was not met. The Claim must include enough information to support the Claim. If Stairwell approves the Claim, you will receive a remedy in accordance with the below table. Your sole and exclusive remedy and Stairwell’s entire liability with respect to the Claim will be the credits in this Section 2.