Agmt26 Axon Amendment No. 1 - Laserfiche WebLink

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First Amendment to the Purchase Agreement for Goods, Commodities, and Services Page 10 of 18 REV: 04-09-26 LR Monthly Uptime Percentage means the total number of minutes in a calendar month (excluding Scheduled Maintenance) minus the number of minutes of Downtime suffered in a calendar month, and minus initiated operations such as restart, stop, start, failover, scale compute, and scale storage, divided by the total number of minutes in a calendar month. Scheduled Maintenance means the time period during which Skydio intentionally takes the SaaS Services offline to perform maintenance or upgrades. Scheduled Downtime will be communicated to Customer no less than 48 hours in advance via the SaaS Services. Service Credit means days of Service added to the end of the Service term, at no charge to Customer, credited as follows: < 99.9% - ≥ 99.0%: 3 days; < 99.0% - ≥ 95.0%: 7 days; < 95.0%: 15 days. Service credits (i) are not refunds; (ii) can't be exchanged for a cash amount; (iii) are capped at a maximum of 30 days of paid service; (iv) require Customer to have paid any outstanding invoices; and (v) expire upon termination of the applicable Subscription. The aggregate maximum amount of Service Credit to be issued by Skydio to Customer for all Downtime that occurs in a single calendar month will not exceed 30 days. (b) Service Level and Claims Process Skydio will maintain at least 99.9% Monthly Uptime Percentage (the "Service Level"). If Customer's Monthly Uptime Percentage falls below the Service Level in a given month, Customer may request a Service Credit by contacting Skydio Customer Service. Claims may be made on a calendar-month basis only and must be submitted within 15 calendar days after the end of the applicable month, except where a Subscription ends on a date other than the last day of a calendar month, in which case any claim related to that Subscription must be submitted within 15 calendar days after the Subscription end date. All claims will be verified against Skydio's system records. If Skydio and Customer disagree in good faith as to whether the SaaS Services fell below the Service Level in a given month, Skydio will provide Customer a record of the availability for the applicable period upon request. This SLA states Customer's sole and exclusive remedy for any failure by Skydio to meet the Service Level. (c) Exclusions The SLA does not apply to any SaaS Services offered to Customer on a trial, pilot or beta basis, any SaaS Services that expressly exclude this SLA (as stated in the documentation for such services), or any outages or performance issues caused by: Any SaaS Services that expressly exclude this SLA (as provided in the Agreement or documentation for such SaaS Services) Beta services or features Onboard software Any Hardware, Software or Service that has been discontinued pursuant to Skydio's End of Life Policy Performance issues caused by or resulting from: o Factors described in the "Force Majeure" section of the Agreement o Customer's equipment or third party equipment, or both (not within the primary control of Skydio) o Customer's failure to adequately safeguard Customer's Credentials o Customer's failure to adhere to any required configurations, use supported platforms, or follow any policies for acceptable use o Customer's use of the Products or Services in a manner inconsistent with the features and functionality of the Products or Services as provided in the Product Guide or our published guidance o Faulty input, instructions, or arguments Use of services, hardware, or software not provided by Skydio, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services. 3.8 Skydio Care and Replacement Plans (a) Skydio Care Skydio Care service, if purchased, is governed by these Terms and the Skydio Care Terms of Service. The latter will govern any conflict with these Terms. Skydio has begun sunsetting Skydio Care. (b) Replacement Plans Some premium packages include Hardware replacements. Only those SKUs that explicitly include replacements in the description are eligible, and the specific terms in your Order Form control. (i) Drone Replacement. During the Subscription Term, Customer may request a limited number of discounted replacements as detailed in the ATTY/AGR.2026/Amend. No.1/Axon Enterprise, Inc. (Axon Purchase Agreement Amendment) (Page 10 of 69)