Item 26 - Agreement with Allied Network Solutions, Inc. for Adobe Software and Subscription

Home Browse Search

sricnw- SERVICENow EXPRESS SUBSCRIPTION SERVICE GU DE • A Priority Level 1 Defect is any Defect that causes Customer's instance(s) of the Subscription Service to be not Available (as defined below). • A Priority Level 2 Defect is any Defect that causes a mission critical function of the Subscription Service to fail. • A Priority Level 3 Defect is any Defect that significantly impedes work or progress. • A Priority Level 4 Defect is any Defect that does not significantly impede work or progress. Upon notification by Customer of a Defect, ServiceNow shall, in all instances, target an initial response (the "Initial Response") within the timeframes set forth in the Support Table, as measured from the time that Customer notifies ServiceNow. The initial response from ServiceNow shall include, as applicable and without limitation: (i) ServiceNow's acknowledgment or notification to Customer of such Defect, and (ii) the classification of such Defect as a Priority Level 1, 2, 3 or 4. SUPPORT TABLE Priority Level Target Initial Response 1 30 minutes; at all times 2 2 hours; at all times 3 Within 1 business day 4 Varies Support does not include: implementation services; configuration services; integration services; customization services or other custom software development; support for modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction; training or "how-to"; assistance with administrative functions; professional services; corrections of immaterial Defects or Defects that have a viable workaround; or corrections that will degrade the Subscription Service. SERVICE LEVEL OBJECTIVE 5.1. DEFINITIONS. (a) "Available" means that the Subscription Service can be accessed by authorized users. (b) "Excused Downtime": means (i) Maintenance Time of up to two (2) hours per month; and (ii) any time the Subscription Service is not Available due to circumstances beyond ServiceNow's control, including without limitation modifications of the Subscription Service by any person other than ServiceNow or a person acting at ServiceNow's direction, a Force Majeure Event, general Internet outages, failure of Customer's infrastructure or connectivity (including without limitation, direct connectivity and virtual private network (VPN) connectivity to the Subscription Service), computer and telecommunications failures and delays not within ServiceNow's control, and network intrusions or denial -of -service or other criminal attacks. M "Maintenance Time" means the time the Subscription Service is not Available due to service maintenance. (d) "Availability Service Level Objective" means the percentage of total time during which Customer's production instances of the Subscription Service are Available during a calendar month, excluding Excused Downtime. 5.2. AVAILABLITY. ServiceNow shall use reasonable efforts to provide an Availability Service Level Objective of 99.8% over any calendar month. There is no service credit offered for a failure to meet this Availability Service Level Objective. SERVICENOw PROPR ETARY AND CONFIDENTIAL Page 2 (version 10/21//2014)