Issue link: http://read.uberflip.com/i/1481077
P2 Loss of availability or functionality of a material subset of the Services. Generally, the Services are available and usable but certain functions or operations are unavailable or severely impaired. Built's team will respond promptly during Business Hours. Built will seek to restore the Services or provide a reasonable workaround within two Business Days. Built's Client Support Team will provide at least daily updates until resolved. P3 Issues that have workarounds, minor degradations. Built's team will respond within one Business Day during Business Hours. Built will seek to restore the Services or provide a reasonable workaround within thirty days. Built's Client Support Team will provide at least weekly updates until resolved. P4 Cosmetic and trivial adjustments or enhancements. Built's team will respond within one week during Business Hours. Built evaluates Client feedback and determines what adjustments to make to Built's priorities. Standard release communication III. Service Limitations. Built is not obligated to correct any errors or provide any other support to the extent such errors or need for support were created in whole or in part by: (a) the acts, omissions, negligence or willful misconduct of Client, including any unauthorized use of the Service; (b) any failure or defect of Client's or a third party's equipment, software, facilities, third party applications, or internet connectivity (or other causes outside of Built's control); (c) Client's use of the Services other than as intended under the applicable Order Form; or (d) a Force Majeure Event. IV. Service Level Remedy. If Built fails to meet the Availability SLA for any three (3) calendar months in a twelve (12) month rolling period, that failure will be deemed a Service Level Failure. In the event of a Service Level Failure, Client's sole and exclusive remedy shall be to: (i) terminate the Agreement within three (3) months of a Service Level Failure and (ii) receive a prorated refund of prepaid Fees for Services not rendered from the date of termination. V. SLA Updates. Built may revise this SLA at any time with notice to Client, provided no such revisions may materially degrade this SLA's required performance of the Services. VI. Service Level Definitions a. "Available" or "Availability" means the ability to access and use the Services. b. "Business Days" means Monday through Friday, excluding Federal holidays. c. "Business Hours" means the hours of 8:00 a.m. to 5:00 p.m. CST during Business Days. d. "CST" means Central Standard Time. CLA Service Level Agreement Exhibit v.10.22