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1.4 Resolution Process

Caju will address and resolve issues with the Services reported by Customer that are within Caju’s control using commercially reasonable efforts based on the severity, impact, available workarounds, and technical complexity of the issue. For Severity 1 and Severity 2 issues, Caju will investigate the issue and work toward a fix or temporary workaround. For Severity 3 issues, Caju will work during normal business hours to investigate and implement a fix or workaround. For Severity 4 issues, Caju may provide a fix in a future maintenance release.

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1.5 Escalation Process

Customer may escalate an active support case if Customer is not satisfied with the resolution method, there has been a material change in business impact after the issue was reported, or Caju fails to respond materially within the applicable target response time. Escalation instructions will be made available through Caju’s designated support channel.

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2. Service Levels

Caju will use commercially reasonable efforts to correct or edit the hosted Services, including the Core Platform and Messenger where included in the purchased Services, to the extent the Services do not perform in accordance with applicable user documentation. Caju will make generally released enhancements available to Customer subject to these Terms and the applicable Order Form.

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2.1 Definitions

“Availability” means that Customer can access the applicable production Services and is measured using the formula in Section 2.2.

“Available For Use” means that the supported functions and features of the applicable production Services are capable of sending and receiving data to and from the Internet.

“Downtime” means service interruptions that occur outside applicable maintenance windows, excluding Planned Maintenance, Emergency Maintenance, and the other exclusions stated in this Schedule.

“Emergency Maintenance” means maintenance required to maintain availability on a go-forward basis or execute a critical security change.

“Outage” means an unplanned service interruption that temporarily prevents access to major functions of the applicable production Services.

“Planned Maintenance” means maintenance that occurs during the maintenance windows specified in Section 2.3, or maintenance outside those windows for which Caju has provided reasonable advance notice.

“Scheduled Uptime” means total time in the applicable calendar month less scheduled maintenance windows.

“Time Unavailable” means any period during the applicable calendar month that the applicable production Services are not Available For Use, excluding the items listed below.

Time Unavailable does not include periods during which the Services are not Available For Use due to: Planned Maintenance; Emergency Maintenance; interruptions in third party networks, carriers, messaging platforms, APIs, or services; utility interruptions where reasonable redundancy precautions are used; acts outside Caju’s reasonable control, including Customer directed activities, governmental or regulatory actions, court orders, and force majeure events; or Customer’s failure to respond to incidents that require Customer participation or to support, repair, or replace Customer supplied equipment, systems, credentials, accounts, or configurations.

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2.2 Uptime Commitment

Caju will use commercially reasonable efforts to achieve monthly Availability for the production instance of the Core Platform and Messenger of not less than 99.8%. This commitment does not apply to user acceptance testing environments, sandbox environments, trial environments, beta functionality, or other non-production environments.

Availability is measured as follows: Availability = (Scheduled Uptime - Time Unavailable) / Scheduled Uptime.

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2.3 Maintenance Windows

To the extent reasonably practicable, Caju will perform planned maintenance during the following maintenance windows: Monday through Friday from 11:00 PM to 1:00 AM Eastern Time, and weekends at any time. Caju may perform emergency maintenance outside these windows when reasonably required to maintain availability, security, or integrity of the Services.

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2.4 Recovery Time Objective

Caju’s recovery time objective for the Services is twelve hours, subject to the applicable recovery plan and the exclusions stated in these Terms and this Schedule.

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2.5 Recovery Point Objective

Caju’s recovery point objective for the Services is six hours, subject to the applicable recovery plan and the exclusions stated in these Terms and this Schedule.