Nexus Network Service Level Agreement

Last updated: 6th September 2024

This Service Level Agreement (this “SLA”) sets forth certain maintenance and support policies and procedures with respect to the Service provided by Shifu Software Solutions Pte Ltd (“Shifu”) to a customer (“Customer”) pursuant to a separate agreement between Shifu and Customer that incorporates this SLA by reference (each a “Customer Agreement”). Capitalized terms not defined in this SLA have the meanings given them in the Customer Agreement.

Summary

As further described below, Shifu will use commercially reasonable efforts to: (i) provide Customer with basic customer support via Shifu’s standard support channels during Shifu’s normal business hours (Monday-Friday, 9:00 am – 7:00 pm IST); and (ii) ensure that the Monthly Availability Percentage of the Service is at least 99.8%.

Definitions

• “Downtime” means a time period during which the Service is unavailable for use by Customer due to reasons within Shifu’s reasonable control...
• “Emergency Downtime” means Downtime due to a short-term emergency condition and that: (i) lasts for fewer than three (3) hours; and (ii) occurs no more often than one (1) time per calendar quarter.
• “Error” means a failure of the Service to conform to the specifications set forth in the Documentation that results in an inability to use, or a material restriction in the use of, the Service.
• “Excused Downtime” means any Downtime that is Maintenance Downtime or Emergency Downtime...
• “Maintenance Downtime” means Downtime for maintenance or backup purposes...
• “Monthly Availability Percentage” means the percentage of time over the course of each calendar month that the Service is available for use by Customer, excluding Excused Downtime.

Support

With respect to Errors identified by Customer during the term of the Customer Agreement, Shifu will use commercially reasonable efforts to provide Customer with basic customer support via Shifu’s standard support channels during Shifu’s normal business hours (Monday-Friday, 9:00 am – 7:00 pm IST)...

Service Availability

Shifu will use commercially reasonable efforts to ensure that the Monthly Availability Percentage for the Service is at least 99%. The Monthly Availability Percentage will be measured on a monthly basis, with all hours weighted equally (except for Excused Downtime)...

For purposes of clarity, the downtime credit percentages identified in the table above are calculated solely against the fixed subscription fees...