Legal

Calculation of the Up-Time Commitment shall exclude unavailability of the Hosted Services caused by any of the following:

• Scheduled, announced downtime for maintenance or unscheduled downtime for emergency maintenance;
• Failures in the Internet or failure of other items that are outside Kiteworks’s reasonable control;
• Hardware, communication lines or application problems (g., Internet, ISDN, DSL, etc.) of Customer that prevent/disrupt access;
• Your violation of hosting provider acceptable use policies; or
• Any downtime caused by the action or inaction of Customer.

1. Service Credits. If Kiteworks fails to meet the Up-Time Commitment, Customer shall have the right, as Customer’s sole remedy for such failure, to receive Service Credits pro rata to the amount of time Hosted Services are unavailable, subject to the exclusions above, after Service Credits are claimed in writing by Customer and the corresponding unavailability is confirmed by Kiteworks with the hosting provider. By way of example, if such unavailability is for twenty- four (24) hours, Customer shall be entitled to Service Credits equal to 1/365 th of fees applicable to an annual License Term. Service Credits will be applied to any amounts due from Customer or if no amounts are due, Kiteworks shall pay Customer an amount equal to the dollar amount of Service Credits within thirty (30) days following the month during which Service Credits are earned. Service Credits shall not be awarded unless claimed within fifteen (15) days following the end of the month during which the corresponding unavailability occurred.

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