SearchStax Site Search Service Level Agreement

Last Revision Date – May 23, 2024

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SearchStax will use commercially reasonable efforts to maximize the availability of SearchStax Site Search and provides performance standards as detailed below. This Service Level Agreement (“SLA”) applies only to SearchStax Site Search subscription plans and does not apply to any other product offered by SearchStax.

If SearchStax does not achieve and maintain the Monthly Guaranteed Uptime Percentages set forth in the table below for its SearchStax Site Search services under a subscription plan level, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the service credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by SearchStax to meet the SLA.

Plan Level	Monthly Guaranteed Uptime
Premier Plans – Professional and Business	99%
Enterprise Plans – Standard, Premium and Premium Plus	99.9%
Enterprise Plans – Ultimate	99.95%

Service Credits are Calculated as Follows:

Premier Plans – Professional and Business

Monthly Guaranteed Uptime	Service Credit
< 99%	10%

Enterprise Plans – Standard, Premium and Premium Plus

Monthly Guaranteed Uptime	Service Credit
< 99.9%	10%
< 99.5%	20%
< 99%	30%

Enterprise Plans – Ultimate

Monthly Guaranteed Uptime	Service Credit
< 99.95%	10%
< 99.9%	20%
< 99.5%	30%

Service Credits Terms and Conditions:

Credits will be made in the form of a monetary credit applied to future use of the Service. A pending credit does not release a Customer from its obligation to pay SearchStax invoices submitted for payment in full when due.

In order for a Customer to be eligible to receive a credit under this SLA, the Customer must use the latest version of SearchStax software.

Service Credits may not be exchanged for, or converted to, monetary compensation.

Service degradation or suspension as a result of a Customer exceeding limits under an applicable SearchStax subscription is not considered as an Outage covered by this SLA.

Customer Obligations

To be eligible for a Service Credit:

• You must log a support ticket with SearchStax within 30 days of first becoming aware of an event that impacts service availability.
• You must submit your claim and all required information by the end of the month immediately following the month in which the Outage occurred.
• You must include all information necessary for SearchStax to validate your claim, including: (i) a detailed description of the events resulting in Outage, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Outage; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Outage at the time of occurrence.
• You must reasonably assist SearchStax in investigating the cause of the Outage and processing your claim.
• You must comply with your applicable SearchStax Site Search service agreement, applicable SearchStax Site Search documentation and any advice from our support team.

Definitions

“Monthly Guaranteed Uptime” means the total number of minutes in a month, minus the number of minutes of Outage suffered from all Outages in a month, divided by the total number of minutes in a month and expressed as a percentage.

“Outage” is calculated on a monthly basis and is the total number of minutes during the month that the hosted search subscription was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the subscription within the minute fail. Outage does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades. Outage does not include Excluded Outage.

“Service Credit” is the percentage of the Subscription Price to be credited to you if SearchStax approves your claim, as set forth in the table above.

“Subscription Price” means the base monthly subscription fee for the applicable SearchStax Plan, exclusive of any fees related to add-ons or excess usage.

“SLA” means this Service Level Agreement.

“Excluded Outage” means the following: (i) unavailability caused by circumstances beyond our reasonable control, including, without limitation, act of God, acts of government, emergencies, natural disasters, flood, fire, civil unrest, acts of terror, strikes or other labor problems (other than those involving our employees), or any other force majeure event or factors; (ii) any problems resulting from Customer’s combining or merging the SearchStax subscription with any hardware or software not supplied by us or not identified by us in writing as compatible with the SearchStax subscription; (iii) interruptions or delays in providing the service resulting from telecommunications or internet service provider failures outside of our datacenter as measured by our third party website availability monitoring provider; and (iv) any interruption or unavailability resulting from the misuse, improper use, alteration, or damage of the SearchStax subscription.

Notice of Changes

SearchStax will provide at least thirty (30) days’ advance notice for changes to the SLA that affect a Customer’s SearchStax subscription by either: (i) sending an email to Customer’s point of contact for notices; (ii) posting a notice in the SearchStax Dashboard; or (iii) posting a notice to the applicable SLA webpage. If a change to the SLA has a material adverse impact on Customer and Customer does not agree to the change, Customer has the right to terminate the corresponding service order within thirty (30) days of notice of such change from SearchStax.

This SLA applies to Customer who subscribe to the listed SearchStax Plans on or after the date of last update. The changes are not retroactive. If you are an existing Customer as of that date, a description of your service level agreement may be found below.

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Last Updated: May 23, 2024

Previous versions of our Service Levels and Support Agreement can be found below:

• 2023-06-26 SearchStax Studio Service Level Agreement
• 2022-06-03 Subscription Service Levels and Support Agreement – Exhibit A
• 2022-09-19 – SearchStax Studio Service Level Agreement