Service Level Agreement

This Criipto Service Level Agreement (“SLA”) governs the use of the Criipto Verify Authentication Runtime pursuant to the terms of the Criipto Terms of Service (“TOS”) between Criipto ApS. (“Criipto”, “us”, or “we”) and any user of the Criipto Verify Authentication Runtime (“you”, “your”, or “Customer”). To the extent you have more than one Criipto account, this SLA applies to each Criipto account individually. Except as otherwise set forth in this SLA, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Criipto reserves the right to change the terms of this SLA in accordance with the TOS.

1. Definitions

“Monthly Uptime Percentage” means the difference between 100% and the percentage of Unavailable Time for the applicable month.
“Service Credit” means a monetary credit, equal to 10% of your usage fees in the month in which the Unavailable Time (as defined below) occurred, that Criipto will credit back to an eligible Criipto account.
“Unavailable Time” means the Criipto Verify Authentication Runtime for the applicable product is not available for use, as measured in continuous 5-minute increments. Unavailable Time does not include any unavailability resulting from any Exclusion (as defined below).

Monthly Uptime Percentage	Service Credit
< 99.5%	10%

Note about target Monthly Uptime Percentage: If you purchase a Criipto Enterprise SLA, then Criipto will make the Criipto Verify Authentication Runtime available 99.9% of the time each month and all references to a 99.5% Monthly Uptime Percentage in this SLA shall be replaced with a 99.9% Monthly Uptime Percentage. If you are no longer subscribed to Criipto Enterprise SLA, then the Monthly Uptime Percentage shall revert to 99.5%.

2. Service Commitment

Criipto will make the Criipto Verify Authentication Runtime available 99.5% of the time each month. If Criipto’s Monthly Uptime Percentage is below 99.5% in a given calendar month, then you will be eligible to receive a Service Credit as described in Section 3 below. Availability of the Criipto Verify Authentication Runtime is measured by the third party performance and monitoring services contracted by Criipto (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at http://status.criipto.com. Criipto may adjust the measure of availability by the Monitoring Service to account for any Exclusions applicable to such period.

3. Credit Request and Payment Procedures:

To receive a Service Credit, you must submit a request to Criipto as described in this Section 3. You must make the submission to Criipto Customer Support within thirty (30) days from the time you become eligible to receive the applicable Service Credit. Such submission must include: (a) “SLA Claim” as the subject of the ticket; (b) the dates and times of Unavailable Time for which a credit is being claimed; (c) any documentation of the applicable outage. Each Service Credit will be applied to future amounts payable by you in connection with the applicable Criipto product. No refunds or cash value will be given. Service Credits may not be transferred or applied to any other Criipto account.

4. Exclusions

Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability of the Criipto Verify Authentication Runtime or any other Criipto Verify Authentication Runtime performance issues, that (a) are caused by factors outside of Criipto’s reasonable control, including, without limitation, any force majeure event, identity provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where Criipto maintains access and control over the Criipto Services; (b) result from any actions or inactions of you or any third party (other than Criipto’s agents and subcontractors); (c) result from any Customer Application(s), equipment, software or other technology and/or third party equipment, software or other technology (except for equipment within Criipto’s direct control); or (d) occurs during Criipto’s scheduled maintenance for which Criipto will provide at least twenty-four (24) hours prior notice; or (e) problems or issues related to alpha, beta or not otherwise generally available Criipto features or products (collectively, the “Exclusions”).

5. Entire SLA Liability