This AfterShip Service Level Agreement forms part of the AfterShip Terms of Service (“Terms of Service”). Capitalized terms used but not defined in this AfterShip Service Level Agreement have the meaning given to them in the Terms of Service.

1. Service Uptime

AfterShip shall use reasonable endeavours to achieve a 99.9% Service Uptime during any given calendar month. User may request either (i) continuous access to its online response time reporting system, or (ii) a monthly report, which, in each case, shall provide AfterShip’s performance metrics for Service Uptime. If the Service Uptime of 99.9% is not achieved, User may request Service Credits in accordance with the terms herein.

2. Scheduled Maintenance

Service Uptime does not limit AfterShip’s ability to perform scheduled maintenance of Software and/or Services; in each such case AfterShip shall use reasonable efforts: (a) to provide User with thirty (30) days advance notice prior to such scheduled maintenance; (b) to schedule maintenance so that it may only occur during non-peak and/or weekend hours, and (c) to limit scheduled maintenance to no more than eight (8) hours per session and no more than twice per calendar month.

3. AfterShip Premium Support

3.1. User may contact the applicable account manager or access premium support 24x7 via email support, consult response times, and receive updates for any issues the User may have, in accordance with the terms herein (“Premium Support”).

3.2. User In-House Support may request Premium Support with respect to an Incident by AfterShip via AfterShip’s then-current contact details. Prior to contacting AfterShip, AfterShip’s in-house support team will use all reasonable endeavours to identify and diagnose the Incident. As part of its report, User must provide the Necessary Information to enable AfterShip to Reproduce the Incident.

3.3. In case an issue can only be Reproduced from a User session, then AfterShip may request for a virtual meeting in order to run under the control of User In-House Support Team a Reproduction of the Incident and avoid logging into the production environment with an End-User role. Upon diagnosing the Incident, AfterShip will recommend an action for Resolution of the Incident (and/or, where applicable, take such action).

4. Scope of Support Premium Support

AfterShip using reasonable endeavours will respond to any User reported Incident. AfterShip shall use the Necessary Information provided by User In-house Support to identify the cause of, classify the Incident and correct the same or reduce the effects thereof, within a reasonable time in light of the urgency of the matter and in accordance with the times set forth here below.

The Parties recognize that, depending on the Incident classification, a greater priority and an accelerated response is required by each Party in light of the potential business impact of such Incident. The following does not apply in the case of an Excluded Event or Scheduled Maintenance.

5. Service Credits

If the Service Uptime is below 99.9%, the User is entitled to receive a credit in accordance with the following schedule calculated on a calendar month basis (“Service Credit”). No Service Credit is due unless the User issues a written request to AfterShip for such credit. To submit a Service Credit request, User must contact AfterShip in writing and provide notice of its request. User must provide all reasonable details regarding such request, including detailed descriptions of the Incident(s), the duration of the Incident, network traceroutes, the URL(s) affected and any User-made attempts to resolve the Incident.

The total amount of Service Credits awarded in any twelve (12) month period shall not exceed one twelfth (1/12) the value of User’s cumulative recurring annualized fees for the applicable Service, and any such Service Credit will only be calculated against such recurring fees applicable to the Service. Any Service Credit due to User shall be credited to the User’s next applicable invoice and such amount shall not be subject to any further rollover, unless otherwise mutually agreed in writing. This Service Credit mechanism shall be User’s sole and exclusive remedy for any claim arising under this AfterShip Service Level Agreement. Under no circumstance can Service Credits exceed the limitations set forth in the Terms of Service.

If Service Uptime is not met during a monthly period, pursuant to the above, AfterShip will calculate the Service Credit as follows: Service Credit = (Excess Outage Minutes / Total Monthly Minutes) × 1000. For purposes hereof, “Excess Outage Minutes” = Time outside of Service Uptime - 43.2 minutes (allowable outage time), and Total Monthly Minutes = 43,200 (30-day month basis).

6. User Responsibilities

6.1 User In-House Support responsibilities include resolving User queries before escalating to AfterShip, providing any necessary in-house training, coordinating policies and setting User priorities, centralizing incident management and update information, informing AfterShip of interoperability issues, consulting AfterShip on internal changes affecting the Service, testing updates and modifications in accordance with AfterShip’s instructions, and approving changes before AfterShip applies any such changes into production.

6.2 In addition, User will support any Premium Support request by providing timely and detailed explanations in AfterShip’s requested format, including relevant data such as client trace files, log files, and screenshots. User will avoid accessing the Service in ways that could impact Premium Support unless authorized by AfterShip. User will also maintain logbooks or other reasonable record keeping systems that chronicle defects, errors, and system changes. User will also share any applicable access policy for sensitive settings, to facilitate joint identification and resolution of issues.

7. Definitions

Downtime means interruptions to the Service that is (i) not a result of Scheduled Maintenance, (ii) an Excluded Event, or (iii) Force Majeure.

Incident means any set of circumstances resulting in a failure to meet Service Uptime and where the Service fails to function in accordance with the Documentation and reported in accordance with this AfterShip Service Level Agreement and is not caused by an Excluded Event, each such incident classified by AfterShip as P1, P2, P3 or P4.

Necessary Information means the information relating to the Incident, as reported by User, so that AfterShip may Reproduce the Incident and/or otherwise to diagnose such Incident.

P1 means an Incident that does not allow End-Users access agreed services resulting in a critical business impact.

P2 means an Incident where the AfterShip API, Software or Service is usable but is severely and materially limited in comparison with its functionalities as set out in the Documentation.

P3 means an Incident where AfterShip’s API, Software or Service is usable, but that some features set out in the Documentation, which are not critical to operations, are unavailable.

P4 means an Incident that does not have significant operational impact, or where despite not working in accordance with the Documentation a reasonable workaround has been implemented.

Premium Support has the meaning given in Section 3 of this AfterShip Service Level Agreement.

Reproduce means the reproduction of an Incident in AfterShip’s systems on a determinative (and not random) basis.

Resolution means in relation to an Incident, to identify, reproduce and diagnose the Incident and, upon such identification and diagnosis, to provide a correction of such Incident or, if no correction is available, a work-around solution with respect thereto or a reduction of its effects or criticality.

Scheduled Maintenance has the meaning given in Section 2 of this AfterShip Service Level Agreement.

Service Uptime means the percentage of a given calendar month (based on a 24-hour day for the number of days in the subject month) that the AfterShip API is available for access by User, excluding downtime due to Downtime.

User In-House Support means the User Personnel with the necessary expertise in the API, Software and Services who form User’s on-site first level support to be provided by an in-house support service with respect to technical support with respect to the Services.