Mappedin Inc. Service Level Agreement (Schedule A)

This Mappedin Inc. Service Level Agreement (“SLA”) between Mappedin Inc. (“Mappedin”, “us”, “we” or the "Company") and clients of Mappedin Inc.  (“you” or “customer”) governs the use of the Mappedin Services under the provisions of your agreement with the Company.

Definitions

“Maintenance” means scheduled Unavailability of Mappedin Services, as announced by us prior to the Mappedin Services becoming Unavailable.

“Mappedin Services” are the end-user facing products available as part of your Company account: Mappedin Directory, Mappedin Web, Mappedin SDKs (iOS, Android, Web). “Monthly Uptime Percentage” is calculated by subtracting the number of minutes of unscheduled downtime in a calendar month as a result of a P1 classified incident from the number of minutes in a calendar month, divided by the number of minutes in a calendar month. Monthly Uptime Percentage is calculated per Mappedin Service (Web, Directory, etc.) per Venue reported as being affected by any unscheduled downtime.

“Service Credit” means an amount that may be credited to an eligible account as a result of the Monthly Uptime Percentage not being met.

“Unavailable” or “Unavailability” means that one or more of the Mappedin Services is not running or cannot be used by end-users.

“Venue” refers to each separate property for which the Company has designed, built, and a map for which is used on any of Mappedin Services.

Mappedin Inc Service Commitment: 99.9% Uptime

Mappedin Inc. is committed to make your Mappedin Services available and fully functioning with a Monthly Uptime Percentage of at least 99.9% per calendar month (the “Service Commitment”). Subject to the SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit, as defined below.

A Monthly Uptime Guarantee of 99.9% means that the Company guarantees your Mappedin Services will be Unavailable as a result of a P1 no more than 43 minutes/month, excluding scheduled Maintenance.

Priorities

• “P1” refers to when Mappedin Services are not functioning and maps/searches are not available to end-users, that is directly caused by an issue with the Company software. This may include: Mappedin Web not working, unavailability of all directories at any given Venue, no locations visible on a map and/or inability to search on the service.

• “P2” refers to when Mappedin Services have moderate loss or degradation of services but can continue to reasonably function in an impaired manner, that is directly caused by an issue with the Company software. This may include: Mappedin CMS Unavailable, Map edits not possible / not saving and/or directions not functioning.

• “Medium” refers to when Mappedin Services are substantially functioning with minor or no impediments of services, that is directly caused by an issue with the Company software. This may include: bugs on Mappedin Directory/Web/CMS that have a workaround.

• “Low” refers to any other inquiry/request which isn’t a bug that is directly caused by the Company software.

“Response Time” is the amount of time from an incoming request being received by the Company Support Team, via email or online form, to the time a response to the request is provided to you.

Service Commitments and Service Credits

If the Company does not meet the 99.9% Monthly Uptime Percentage, a Service Credit will be available as per below:

Provided always, that you shall only be entitled to the Service Credit where you have met your payment obligations under the Mappedin Services agreement and you are not in breach of the terms of the Master Service Agreement, Statement of Work or any other agreement between you and the Company governing the provision of Mappedin Services (as applicable).

During the Term of our Agreement, at no additional cost, you will have access to enhancements, bug fixes, and minor revisions to the Company products we are providing to you.

Credit Request and Procedures

To be eligible to receive a Service Credit, you must submit a claim by emailing billing@mappedin.com no later than the end of the following month after which the Monthly Uptime Percentage was below 99.9%. The claim must include:

• a subject line of “SLA - Request for Credit”;

• the date(s) and time(s) of the service outages that caused the Monthly Uptime Percentage to be below 99.9%;

• the Mappedin service(s) that were affected; and

• the Venue(s) affected.

The request will be reviewed by the Company, and once approved, Service Credits will be applied to your account as per the details above. If applicable, we will issue the Service Credit to you within one billing cycle following the month in which the request is confirmed by us.

SLA Exclusions

The Service Commitment does not apply to any Unavailability:

• Resulting in an error or issue caused by you or any third party

• Due to loss of power, internet (wi-fi or wired), or caused by any force majeure event

• Due to hardware limitations and issues (such as, but not limited to: player issues inside a Directory, touch issues, screen issues)

• From any scheduled Maintenance, up to four (4) hours per calendar month and scheduled at least two (2) business days in advance.

• Any product or feature provided on a trial, pilot, evaluation or beta basis

• Due to disconnection or suspension of the Mappedin Service by the Company pursuant to a valid right to do so under any agreement with you.

Support Policy

The Company at its discretion may cease supporting older APIs and functionality in which case, the Company will notify the customer in a timely manner. The following shall not apply to customer's continued use of such API or functionality beyond such API support termination date: (i) the support obligations contained in this SLA, (ii) any warranty obligations contained in our agreement(s) with you, and (iii) any other support or warranty obligations or any timeliness or accuracy guarantees. 

Company follows best practices to ensure that its systems (directory interface, back-end and management software systems, email service, etc.) are operational at all times.

This policy details Company's support practices and resources available to our customers.

Response Target and Effort Commitments

The Company will acknowledge all requests submitted via email at support@mappedin.ca, support@mappedin.com or via our Knowledge Base form https://support.mappedin.com/hc/en-us/requests/new, within 15 minutes.

In addition to the above:

• Standard Company business hours are Monday to Friday, 9am - 5pm Eastern.
• Any urgent requests received outside of standard business hours will be handled on a priority/availability basis.

Last Revised: March 8, 2024