“ Service Level Credit” has the meaning set forth in Section 7.

“ Response” means an acknowledgment by Caseware or a Distributor, as applicable, of a Notification and assignment of a support representative to investigate the related Defect.

“ Permitted User” has the meaning set forth in the MPSA.

“ Notification” has the meaning set forth in Section 4.

“ MPSA” has the meaning set forth in the recitals above.

“ Fee” has the meaning set forth in the MPSA.

“ Exempt Downtime” means any period where Services is not available to Permitted Users for the following reasons: (i) scheduled maintenance necessary to implement required updates, upgrades or other modifications to the Services or the performance of routine, emergency or an ad hoc maintenance activity for which Caseware has provided Customer with reasonable advance notice or (ii) is caused by failure of equipment or services not provided by Caseware, including but not limited to Customer or public infrastructure/facilities accessed by Customer to connect the Services.

' Downtime' means any period where Services is not available to Permitted Users, excluding Exempt Downtime.

“ Documentation” means the operating instructions for the Services made available by Caseware, as may be updated from time to time.“ Distributor” means the authorized Caseware distributor or reseller for a specific region, as set out at.“ Defect” means any error, problem, or malfunction of Services such that the Services do not conform to the Documentation.“ Caseware” means the Caseware entity set out in the MPSA, and for the purposes of this SLA, shall include Affiliates and third-party service providers who act on behalf of Caseware.' Business Day” means any weekday of the year (Monday through Friday) except for the following: New Year’s Day (January 1st), and Christmas Day (December 25th).In this SLA, the following terms shall have the following meanings: This Caseware cloud service level agreement (the “ SLA”) describes the levels and availability of the Support Services Customer will receive from Caseware when using the Services pursuant to an applicable product and/or services agreement entered into by Customer and Caseware (the “ MPSA”).Ĭapitalized terms used herein but not otherwise defined shall have the meanings assigned to them in the MPSA.

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