Updated Jun 4th 2025
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This SLA includes defined terms and shall have the following meanings:
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"Services" means the Services described in the Agreement between Client and
Rediem.
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"Downtime" means, for a domain, a period of time during which the user web interface
for the applicable Services used by Customer has more than a five percent user error
rate. Downtime is measured based on server-side error rate.
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"Service Credit" means a percentage of Service Fees to be credited to Client if Service
Provider fails to meet a Service Level, as set forth in this SLA.
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"Service Level" means a performance standard that Service Provider is required to
meet in providing the Services, as set forth in this SLA.
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“Service Provider” means Rediem, the Service Provider referenced throughout this
Service Level Agreement.
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I. Client Obligations 
Client's responsibilities and obligations in support of this SLA include the following:
a. Providing information and technical authorizations as needed by Service Provider for
performing the Services.
a. Adhering to policies and processes established by Service Provider and Client for
reporting service failures and incidents.
a. Client shall provide timely notice to Service Provider regarding service failures.
a. Paying fees and costs as required by the SOW to the Services Agreement.
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I. Provider Obligations 
Service Provider's responsibilities and obligations in support of this SLA include:
a. Meeting applicable incident response times.
a. Adhering to any confidentiality, data security, other protections included in the Services
agreement as applicable to the performance of the Services.
a. Creating availability to timely resolve Downtime, service-related incidents related or
requests.
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I. Assumptions
Service Provider’s performance of the Services under this SLA is subject to the following
assumptions, constraint, and dependencies:
a. Information provided by Client to Service Provider as required for the Services will be
accurate and timely.
a. Service Provider's procedures and delivery of Services may be affected by changes in
relevant Client internal policies or in applicable laws or regulations.
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I. Service Levels and Service Credits
a. The following table sets forth the Services measured under this SLA, the applicable Service
Levels (which are included in the percentage availability per month, provided below) and the
Service Credits to which Client will be entitled if Service Provider fails to meet the Service
Levels for seven (7) consecutive business days. The total amount of Service Credits shall not
exceed twenty (20%) percent of Service Provider's fees.  

b. All Service Credits shall be applied to the next invoice in which the Service Level failure
occurred, subject to the earn-back procedure set forth in Section 5.
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‍I.  Earn-Back
Service Provider may earn back some or all Service Credits incurred during the Services due to
Service Level failures, as follows:
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a. Within thirty (30) days following the end of the Services, Service Provider shall submit to
Client a report including, for each Service Level for which a Service Level failure was incurred
during such Services, with the following information:
1. Statistics showing Service Provider's performance of the applicable Service for
each month; 
2. Service Provider's annual average monthly performance; and
3. The amount of any Service Credits imposed for such Service Level failures.
a. If Service Provider's average performance during the equals or exceeds the applicable
Service Level, then Service Provider shall be relieved from paying any Service Credits
assessed during the applicable Services.
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a. Any Service Credits that have not been relieved as set forth above will be applied to the
first invoice of the SOW following the Services Agreement in which such Service Credits were
assessed. If there will be no further invoices due to the termination or expiration of the
Agreement, then Service Provider shall pay Client the amount of any such Service Credits
within thirty (30) days following the end of the Term.
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I.  Other Terms and Conditions
a. Single Point of Contact. Service Provider and Client shall each appoint a person ("Single
Point of Contact") who shall be available to receive communications and coordinate responses to questions or failures with respect to the Service Levels. Notwithstanding the foregoing sentence, in the event of any emergency relating to any Service, a party shall attempt to contact the appointed Single Point of Contact of the other party, but may also directly contact any
person most able to resolve the emergency quickly.

Either party may change its Single Point of contact upon written notice to the other party; email shall suffice.