This Service Level Agreement sets forth the terms under which Customer shall be entitled to receive maintenance and support services from klary Inc. (the "Company") in connection with the Platform (as defined in the Customer Agreement) ("Support Services").

1. Definitions

For the purposes of this Service Level Agreement, the following terms will be used:

Term	Definition
Customer Agreement	The Order Form entered into between Customer and the Company.
Error	A reproducible failure of the Services to perform a function in accordance with the applicable technical specifications.
High Priority Error	Customer experiences a loss of key Service features due to an issue in the Service rendering some operational functionality unavailable.
Medium Priority Error	Customer is experiencing a limited loss of functionality within the Service with no impact to operational functionality.
Low Priority Error	Any Error that is not a High Priority Error or a Medium Priority Error.
Quarterly Uptime Percentage	The Uptime during each calendar quarter, divided by the number of hours in such calendar quarter, expressed as a percentage.
Scheduled Maintenance	Time during which the Services are temporarily made unavailable by the Company for maintenance purposes, for a period not to exceed 6 hours, and conducted no more frequently than 4 times in any rolling 12 month period, and to the extent feasible, conducted outside of normal business hours. For the removal of doubt, detection and segmenting will remain completely unaffected during such periods and will continue running with no interruption.
Uptime	Time during which the Services are available and functional, including Scheduled Maintenance time.
Downtime	Time that is not Uptime.

2. Support Services

The Company shall provide Customer, during the term of the Customer Agreement, with certain Support Services in order to enable Customer to notify the Company of any Error and seek assistance in enquiries regarding the Platform, as set forth in this Section 2:

1. Error Reporting

In order to report any Error to the Company, Customer should use The Company's Help Desk support. Customer shall send Support Service requests by email to support@klary.com. Customer shall provide the Company with sufficient details to enable the Company to accurately diagnose and reproduce such Error such as error logs, screenshots, browser and OS version, order identifiers, etc.

2. Error Classification

Once the Customer notifies the Company's Help Desk of an Error, the Company shall classify the Error as a High, Medium, or Low Priority Error, upon which the following response times shall apply:

Error Severity	Initial Response	Response Time
High Priority Error	Within one (1) business days	Within one (2) business days
Medium Priority Error	Within two (2) business days	Within two (4) business days
Low Priority Error	Within three (3) business days	Within three (6) business days

Note: The Company may attempt to contact Customer within the initial response time to clarify the issue and the business impact and will initiate the resolution process to detect the root cause and provide a solution or workaround that reduces the severity of the applicable problem. The Company will make reasonable commercial efforts to provide final resolution of Errors as soon as practicable, considering the severity of the Error, the details provided by Customer and the cause of the Error.

3. Error Correction

The Company will use reasonable efforts to confirm the existence of an Error and to correct the Error, by providing a fix, patch, workaround, or any other reasonable solution.

4. Measurement

Support Services response times are measured by the Company from the time the Error is received by the Company with sufficient details about the Error via the contact methods above. Otherwise, the guaranteed response time will not apply.

The Company will continuously monitor the performance of the service and track its compliance with the Response Time. In the event that the Company does not meet the Response Time, Customer will report, in each instance, to the Company with sufficient information regarding the claimed failure as reasonably requested by the Company (the "Instance"). Should the Company dispute any Instance, the Company will provide Customer with a record of the respond time for the period in question.

3. Service Availability

The Company will use commercially reasonable efforts to maintain the service uptime levels set forth below.

The Company will use commercially reasonable efforts to maintain the service dashboard at an uptime of 99.5%, measured on a quarterly basis (the "Uptime Commitment"). Uptime in this section means that the Service dashboard is displaying information based on data collected by the Company from Data Sources within 15 minutes or less of the relevant meta-date being registered by the Customer Systems for the stated percentage of time.
The Company will continuously monitor the performance of the service and track its compliance with the Uptime Commitment. In the event that the Company does not meet the Uptime Commitment, in each instance, Customer will report the downtime to the Company with sufficient information regarding the claimed failure as reasonably requested by the Company (the "Claim"). Should The Company dispute any Claim for periods of downtime, the Company will provide Customer with a record of the service availability for the period in question.

It is hereby clarified that this section 3 will apply exclusively only to Customer Agreement which include services deployed in a fully Software as a Service (SaaS) model.

4. Exclusions

The services set forth herein shall not include, and the Company shall not be responsible or liable to correct, any Error caused by:

Customer's failure to use the Platform or any part thereof in accordance with instructions provided with the Platform;
negligence, misuse, abuse or mishandling of the Platform by Customer or any third party;
inappropriate environmental conditions (such as network problems, power and air-conditioning failures) or failure of Customer to maintain the configuration environment set out in the services' specifications or any technical issue unrelated to the Platform;
failure of the devices not provided by the Company;
actual or attempted modification, alteration or addition to the Platform; or
any issue in the integration or communication of Customer properties, with the Platform or services.

5. Force Majeure

The Company shall not be liable for any failure to perform its obligations hereunder when such failure is due to events beyond its reasonable control, such as, without limitation, flood, earthquake, fire, acts of God, military insurrection, civil riot, or labor strikes.