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REV: 10-03-24 MI <br />EXHIBIT B <br />CLOUD SERVICES SLA <br />This Exhibit B outlines the Company’s commitments to provide Support Services and problem resolution <br />regarding the performance of the Software and/or Services. <br />1. Definitions. <br />a. “Error” means a failure of the Software to perform in accordance with the Documentation, <br />resulting in the inability to use, or material restriction in the use of, the Software. <br />b. “Scheduled Downtime” means any period of time during which the Software or Services are <br />unavailable due to the Company’s planned maintenance and support of the Software or Services. <br />Scheduled Downtime is excluded from the 99.5% Service Availability calculation. <br />c. “Support Services” means technical support assistance provided by Company personnel to <br />Customer’s designated administrators for problem resolution, bug reporting, and/or technical <br />assistance. <br />d. “Unscheduled Downtime” means any time the Software is not available due to an event or <br />circumstance excluding Scheduled Downtime or Force Majeure and the amount of time required <br />by Company to resolve or provide a work around for the failure of any documented feature <br />required to complete a primary function of the Software in accordance with the Documentation. <br />e. “Update” means any error correction, bug fix, patch, enhancement, improvement, update, <br />upgrade, new version, release, revision or other modification to the Software or Services provided <br />or made available by the Company pursuant to the Agreement, including, without limitation, any <br />update designed, intended, or necessary to make the Software, Services, or Customer’s use <br />thereof compliant with applicable law. <br />2. Service Availability. <br />a. Company will maintain the availability of the Software to the Customer at 99.5%, twenty-four <br />(24) hours per day, seven (7) days a week. All Updates will be completed outside of standard <br />business hours (same as Support Hours). Notification of Updates will not be provided unless <br />downtime is expected. If major Updates are required during standard business hours due to <br />necessity, Company will provide notification to Customer as soon as reasonably possible. <br />Updates during Scheduled Downtime are excluded from the 99.5% Service Availability <br />calculation. <br />3. Technical Support. <br />a. Availability. With the exclusion of Federal Holidays, Technical Support is available from 8:00 <br />a.m. to 8:00 p.m. EST, Monday - Friday. (“Support Hours”). <br />b. Procedure. Customer must initiate a helpdesk ticket during Support Hours by sending an email to <br />support@neighborlysoftware.com. Company will use commercially reasonable efforts to respond <br />to all Help tickets in the manner set forth in Paragraph 4. <br />c. Conditions for Providing Support. Company’s obligation to provide Software or Services in <br />accordance with the stated Service Availability is conditioned on Customer providing Company <br />with sufficient information and resources to correct the Error, as well as access to the personnel, <br />hardware, and any additional systems involved in discovering the Error. <br />ATTY/AGR.2024.180/Neighborly Software (Page 14 of 26)