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NextRequest Service Level Agreement This Service Level Agreement("SLA") defines the support obligations of NextRequest Co., a Delaware corporation("NextRequest")to you, a purchaser of NextRequest's service. The terms of this SLA are incorporated into and subject to the terms of the NextRequest Service Agreement. Capitalized terms not defined in this SLA shall have the meanings given to them in the NextRequest Service Agreement. 1. Service Guarantees 1.1 Availability.NextRequest provides hosting for the NextRequest service through a Service Provider("Hosting Provider"),which does not make guarantees about uptime. Based on past performance,NextRequest anticipates 99.9%uptime of the application, with the exception of planned outages for maintenance and upgrades for which NextRequest notifies the Customer 24 hours in advance ("Uptime"). If NextRequest fails to meet the Uptime,the Customer will be eligible for credits as described in section 3.2. 1.2 Security.NextRequest take the security of the Customer's data seriously and protects it according to the rigorous security practices described in our System Security Plan. The Hosting Provider utilizes certified data centers managed by Amazon,which implements industry- leading physical, technical, and operational security measures and has received ISO 27001 certification and Federal Information Security Management Act(FISMA) Moderate Authorization and Accreditation from the U.S. General Services Administration. If NextRequest becomes aware of any unauthorized access to its systems that poses any threat to the Service or the Customer's data,NextRequest will notify the Customer in writing of the issue no later than the close of the next business day after NextRequest learns of it. 1.3 Data Integrity. The Hosting Provider makes daily backups of Customers' systems and data. Seven(7) daily backups and five (5)weekly backups are retained. 1.4 Location of Service. Service and Customer's data is hosted in the United States. 2. Service Request Process 2.1 Service Request Definition. A Service Request is any email, phone call, or in-app chat ticket sent to NextRequest by the Customer indicating support action is necessary or desired. This includes Bug reporting and Customer Support. 2.2 Severity Levels and Response Times. Each Service Request will be assigned a Severity Level by the party initiating the request.If NextRequest reasonably determines that the Customer has assigned an incorrect Severity Level to a ticket, NextRequest may assign a different Severity