Service Leval Agreement

This Service Level Agreement (“SLA”) provides further details regarding the service level and availability of the Subscription Services provided by JobSync to Client pursuant to the Main Subscription Agreement (the “Agreement”).

1. Definitions

1.1. “Availability” means the percentage of total minutes in a calendar month that the Services are available and responding to JobSync’s automated monitoring HTTP requests, excluding any Excused Downtime.

1.2. “Downtime” means the total accumulated minutes during a calendar month that the Services are Unavailable.

1.3. “Excused Downtime” means any Downtime caused by the exceptions listed in Section 3 of this SLA.

1.4. “Service Credit” means a percentage of the monthly Subscription Fees paid or payable for the affected Service that JobSync will credit to Client following a validated claim.

1.5. “Unavailable” means the Services are entirely unresponsive to HTTP requests issued by JobSync’s monitoring software.

2. Availability Commitment and Service Credits

JobSync will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.5% during any calendar month (the “Availability Commitment”).

If JobSync does not meet the Availability Commitment, Client will be eligible to receive a Service Credit calculated as a percentage of the total monthly fees for the affected Service, in accordance with the following clear schedule:

Monthly Availability Percentage	Service Credit Percentage
Less than 99.5% but equal to or greater than 99.0%	10% of monthly fee
Less than 99.0% but equal to or greater than 95.0%	10% of monthly fee
Less than 95.0%	10% of monthly fee

Maximum Credit: The total maximum Service Credits issued in any single calendar month will not exceed thirty percent (30%) of the total monthly fee for the affected Service.

3. Exceptions (Excused Downtime)

The Services will not be considered “Unavailable,” and Availability calculations will not include any Downtime resulting from:

(a) Scheduled Maintenance: Maintenance performed during JobSync’s standard maintenance windows (currently Wednesdays between 5:00 am and 7:00 am EDT, and all other weekdays between 6:00 am and 6:30 am EDT) or any other maintenance for which JobSync provides at least 48 hours advance notice.

(b) Client Factors: Any outage caused by Client’s information content, application programming, configuration errors, or acts or omissions of Client or its Authorized Users.

(c) Third-Party Systems: Any outage caused by Third-Party Services, Publisher Sites, or failures of the public internet backbone outside of the JobSync Network.

(d) Force Majeure: Any events beyond JobSync’s reasonable control, including natural disasters, acts of government, or widespread telecommunications failures.

4. Disaster Recovery (RTO and RPO)

JobSync maintains a comprehensive Business Continuity and Disaster Recovery (DR) plan designed to quickly restore the Services in the event of a catastrophic data center failure or regional disaster.

Recovery Time Objective (RTO): JobSync’s RTO is twelve (12) hours. (This is the maximum targeted time it will take JobSync to restore the core Services functionality following a declared disaster).

Recovery Point Objective (RPO): JobSync’s RPO is one (1) hour. (This is the maximum targeted acceptable timeframe of data loss; meaning Client Data is backed up such that no more than one hour of recent data would be lost in a severe disaster).

JobSync tests its Disaster Recovery plans at least annually.

5. Credit Request and Payment Procedures

To receive a Service Credit, Client must submit a claim in writing to JobSync Support (or via the Admin Account) within thirty (30) days following the end of the month in which the Unavailability occurred. The request must include the dates, times, and a description of the Unavailability.

If the Service Credit is confirmed by JobSync’s monitoring data, JobSync will apply the Service Credit against Client’s next future invoice. If Client’s subscription term has expired or no future invoices are pending, JobSync will issue a refund for the credit amount. Service Credits are Client’s sole and exclusive remedy for any failure by JobSync to meet the Availability Commitment. Remedies will not accrue, and Service Credits will not be issued, if Client is past due on any undisputed payment obligations.