CLA Service Level Agreement Exhibit
This CLA Service Level Agreement (''SLA'') defines the service levels that apply to the Services (excluding Professional Services). Built will use commercially reasonable efforts to
provide the Services and the support, updates and maintenance for the Services in accordance with industry standards and in compliance with the SLA.
I. Service Levels.
a. Telephone and Email Support. Support Hours: 7 a.m. – 7 p.m. CST Monday through Friday, excluding U.S. Federal holidays. Client may access email support by
submitting a ticket to: support@getbuilt.com.
b. Availability. During the Term, Built will make the Services Available twenty-four (24) hours a day, seven (7) days a week, at least ninety-nine percent (99%) of
the time ("Uptime") as measured on a calendar monthly basis, excluding Excused Downtime ("Availability SLA"). Built will measure and report the actual availability of
the Services based on accessibility, excluding Excused Downtime, on Built's public status page at status.getbuilt.com.
II. Priority Definitions and Response
Priority Built Definition Built Response Built Target Resolution Built Communication
P1 Loss of availability or functionality of
major components of the Services
preventing reasonable use of the
Services. P1 also includes severe
performance issues that prevent
reasonable use of the Services.
Built's team will respond immediately
24/7/365 upon notice of P1.
Built will seek to restore Services as
soon as possible and will apply all
applicable resources consistently
until P1 is resolved or downgraded.
Public alerts will be made available at
least hourly on Built's status page:
status.getbuilt.com
Client may subscribe to SMS and/or
Email alerts from our Status Page if
direct alerting is desired.
CLA Service Level Agreement Exhibit v.10.22
