CloudCORO Service Level Agreement

Overview

This Service Level Agreement (SLA) governs the performance commitments provided by CloudCORO, Inc. (CloudCORO) for the CloudCORO Included Subscription Licenses. This SLA defines roles and responsibilities, service commitments, exclusions, and remediation options while ensuring transparency and flexibility for managing service levels. All inquiries should be directed to support@CloudCORO.com.

Included Services

The offerings covered under this SLA include all CloudCORO products delivered as a fully managed solution with an active license.

Service Commitment

For in scope services, CloudCORO commits to maintaining a Monthly Uptime Percentage of at least 99.95% during any billing cycle. If this commitment is not made, customers may claim Service Credits as outlined below:

Credit Request Procedures

To request a Service Credit:

1. Email support@CloudCORO.com with the subject line “SLA Credit Request.”
2. Include the following details:
   • Dates and times of the incident(s).
   • CloudCORO Purchase Order.
   • Evidence of the outage, with sensitive information redacted.
3. Submit the request within 30 days of the incident.

Upon validation, approved Service Credits will be applied to future invoices for the Subscription License.

Roles and Responsibilities

CloudCORO’s Responsibilities

Maintenance and Monitoring

CloudCORO shall monitor and maintain all requisite components (e.g., infrastructure, software) on which the in scope service delivery of its offering(s) is reliant.

Communication

CloudCORO will:

• Notify customers at least 7 days in advance of scheduled maintenance. Note: Scheduled Maintenance may also be scheduled with less notification at the mutual agreement of the customer and CloudCORO personnel.
• Notify customers in a reasonably prompt manner in the event of an emergency maintenance activity.
• Provide updates during emergency maintenance and significant service incidents.
• Offer timely post-incident reports for SLA-impacting events, where applicable.

Incident Management

CloudCORO will:

• Investigate and resolve incidents affecting service availability.
• Apply commercially reasonable efforts to prevent future occurrences of similar incidents.

Customer’s Responsibilities

Environment Readiness

Customers are responsible for:

• Maintaining compatible hardware, software, and configurations not explicitly in scope with the Support Services Agreement to support use of the CloudCORO offering(s), including but not limited to any customer site infrastructure or software and/or any customer subscribed services with 3rd parties.
• Ensuring compliance with CloudCORO’s technical requirements and recommendations.

Incident Participation

Customers must collaborate with CloudCORO to identify and resolve incidents, including:

• Providing timely responses to inquiries during incident investigations.
• Supplying any relevant logs, evidence, or additional context necessary to resolve the issue.

Updates and Security

Customers must:

• Implement CloudCORO-recommended updates or changes critical to maintaining service performance and security.
• Secure their own systems and environments to prevent issues caused by third-party actions or misconfigurations.

Maintenance

Scheduled Maintenance

Scheduled maintenance, including updates or optimizations, will be communicated at least 7 days in advance.

Emergency Maintenance

Emergency maintenance may be performed without prior notice when required to:

• Prevent or address situations impacting the security, confidentiality, or integrity of customer data.
• Mitigate cybersecurity-related risks, such as vulnerabilities, denial-of-service attacks, or potential breaches.

For security-related emergencies, CloudCORO will notify customers as soon as practicable, which may include concurrent or trailing notification after maintenance is completed.

Exclusions

The SLA does not apply to periods of unavailability caused by:

Scheduled or Emergency Maintenance

Including maintenance activities described in the Maintenance section.

Customer Components or Actions

Including but not limited to:

• Failures of customer-owned equipment or software.
• Deployments in a customer-provided environment (e.g., Azure, AWS, Dynamics subscription, etc.)
• Outages or degradations involving customer-requested customizations, integrations, or public cloud providers (e.g., AWS, Azure, GCP).
• Misuse, unauthorized modifications, or third-party software specified by the customer.

Force Majeure

Events outside CloudCORO’s control, such as:

• Natural disasters, labor disputes, or governmental actions.
• Denial-of-service attacks or cybersecurity incidents.

Third-Party Dependencies

Outages or degradations caused by public internet, telecommunications, or cloud infrastructure providers.

Non-Production Environments

Issues occurring in testing, staging, or development environments.

Other Excluded Causes

• Lack of customer response or participation in incident resolution.
• Failure to implement essential or CloudCORO-recommended updates.

Remediation for SLA Deficiencies

CloudCORO’s responsibility is limited to providing Service Credits as outlined above. This SLA does not constitute a guarantee or warranty of uninterrupted service, nor does it entitle customers to monetary refunds or additional remedies beyond Service Credits.

Modifications

CloudCORO reserves the right to amend this SLA. Changes will be communicated to customers via email or updates on the CloudCORO portal.

For any inquiries or claims, contact support@CloudCORO.com.

Definitions

Monthly Uptime Percentage

The percentage of total minutes in a billing month during which the Included Services are deemed Available, calculated as:

Where:

• Total Minutes in Month: The total number of minutes in the applicable calendar month.
• Total Unavailable Minutes: The total minutes during which the Included Services are considered Unavailable.

Available

The Included Services are deemed Available when they maintain accessible from external connectivity and provide evidence of functionality to support the customer operations.

Unavailable

The Included Services are deemed Unavailable when all instances of the customer’s Subscription Licenses:

1. Fail to maintain external connectivity.
2. Are rendered completely non-functional for essential operations (i.e., minor impairments, defects, or limitations in non-critical features do not render the service unavailable).

SLA-Impacting

An event or condition is SLA-Impacting if it directly causes the Included Services to become Unavailable (as defined above). SLA-impacting events are included in the calculation of the Monthly Uptime Percentage unless explicitly excluded under this SLA.

Non-SLA-Impacting

An event or condition is Non-SLA-Impacting if it does not meet the criteria for Unavailable or is excluded from SLA coverage. This includes:

• Degraded Performance: Reduced efficiency (e.g., slower response times, intermittent connectivity, or minor feature limitations) where essential operations remain functional. Such periods are not considered Unavailable.
• Partial Outages: The unavailability of non-critical features or components while essential functionality remains accessible. Such periods are not considered Unavailable unless all critical functionalities are impacted.

Disclaimer

The provisions outlined in this Service Level Agreement represent the default terms governing the use of our offerings. Specific terms and conditions may be modified upon mutual written agreement between CloudCORO and the customer. Any such modifications will apply solely to the specific content addressed in the mutual agreement, while all other provisions of this agreement will remain in full force and effect. CloudCORO reserves the right to periodically update these agreements to ensure compliance with applicable laws and evolving business practices.