Service Level Agreement (SLA)

Effective date: November 24, 2020

SATWS does not guarantee that the Platform is free of errors, bugs, or vulnerabilities; however, it will provide the User, during the term of the Terms and Conditions, with the technical support required for the latter to be able to use the Platform regularly, in accordance with the following:

Availability (“Uptime”)

The User may consult the Platform's availability metrics at the following link status.syntage.com, as well as any incident that has occurred and the solution provided by SATWS. The foregoing on the understanding that incidents will be resolved in the time it takes SATWS. Notwithstanding the foregoing, SATWS will deduct from the invoice for the monthly Services the amounts specified in accordance with the Uptime indicated in the following list:

• Less than 99.50% availability in the month: 10% discount
• Less than 99.00% availability in the month: 25% discount
• Less than 95.00% availability in the month: 50% discount

If the User has paid for services in advance, then the discount will be applied as a credit balance.

Support ("Help Desk")

The User will have access to the Help Desk depending on the support plan contracted by the User (the "Support Plan"). The Support Plans available on the Platform are detailed in the corresponding section within the Platform, including without limitation: (i) ticket response times, (ii) priority levels, and (iii) prices. The foregoing on the understanding that SATWS guarantees a response time to the tickets generated by the User in accordance with the contracted Support Plan, but not the incident resolution time.