Service Level Agreement

Last updated: Oct 31, 2024

The following Service Level Agreement between Tigris Data, Inc., a Delaware corporation ("Tigris Data," "we," or "us"), and Customer will apply to the Tigris Object Storage Service (the "Service") for Customers on a paid plan during the applicable Subscription Term.

Platform Uptime

1. Uptime Commitment

Tigris Data will use commercially reasonable efforts to make the Service available with Actual Availability as described below in each calendar month during the Subscription Term, as measured by Tigris Data (the "Uptime Commitment").

2. Service Credits

If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit (“Service Credit”), provided that Customer reports to Tigris Data such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: X * Y, where X = the total fees due from Customer to Tigris Data for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below.

For requests to Standrad tier, and Archive tier, the following table applies:

Actual Availability	Credit Percentage
Less than 99.9% but greater than or equal to 99.0%	10%
Less than 99.0% but greater than or equal to 98.0%	15%
Less than 98.0% but greater than or equal to 96.0%	20%
Less than 96.0%	30%

For requests to Infrequent Access tier, the following table applies:

Actual Availability	Credit Percentage
Less than 99.0% but greater than or equal to 98.0%	10%
Less than 98.0% but greater than or equal to 95.0%	15%
Less than 95.0%	30%

3. Credit Requests and Payment

To request a Service Credit, Customer must send an email to Tigris Data help@tigrisdata.com within thirty (30) days of the end of the month in which the Uptime Commitment was not met. Customer must include either its organization name or registered support email address, and the previously reported dates and times that there was no Service Availability. If Tigris Data confirms that Customer is eligible for a Service Credit, Tigris Data will issue a credit to Customer’s account within thirty (30) days. Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges. Except as set forth in Section 4 below, the Service Credits shall be Customer’s sole and exclusive remedy, and Tigris Data’s sole and exclusive liability, for any failure by Tigris Data to meet the Uptime Commitment.

4. Definitions

All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement.

4.1 Scheduled Availability. “Scheduled Availability” means the time, in minutes, that the Service is generally accessible and available to Customer’s End Users.

4.2 Unscheduled Downtime. “Unscheduled Downtime” means the time, in minutes, that the Service is not generally accessible and available to Customer’s End Users, excluding inaccessibility or unavailability due to Customer’s or End Users’ acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance.

4.3 Actual Availability. “Actual Availability” means Scheduled Availability less Unscheduled Downtime.

5. Support Service Levels

The Tigris Data Support team will respond to Enterprise customer issues with the following response times.

Priority / Description	Target Response
Urgent Critical Issue: A defect resulting in full or partial system outage or a condition that makes the Service unusable or unavailable in production for all of Customer’s users.	1 hour 365x24
Normal Functional Issue / General Question: An issue results in a component of the Service not performing as expected or documented, or Customer has a general technical issue or question about the Service.	24 hours 365x24
Low Minor Issue / Feature Request: An Information request about the Service or a feature request.	1 business day