These Verifiable Service Level Agreements (“SLAs”) form part of and are incorporated into the Master Services Agreement (“Agreement”) available at verifiable.com/master-services-agreement. Capitalized terms used but not defined herein shall have the meanings set forth in the Agreement. These SLAs are effective as of the Effective Date set forth in the Agreement.
1. Uptime Service Level Agreement. Provided that Customer is in compliance with the terms and conditions of the Agreement to which these SLAs are a part, during the Order Term, Verifiable will use commercially reasonable efforts to provide 99.5% uptime for the Applications, 24 hours a day 7 days a week 365 days a year (the “Uptime Commitment”). The Uptime Commitment excludes downtime arising out of or relating to any of the following: (a) use of the Applications not in accordance with the Agreement; (b) acts or omissions of Customer, its Users, or any third party (unless undertaken at the express direction of Verifiable); (c) Customer’s equipment or third-party computer hardware, software, or network infrastructure; (d) outages in third-party hosting services (e.g., Amazon Web Services, Google Cloud Services, or the like) or of the Salesforce Platform; or (e) scheduled or emergency maintenance; or (f) Force Majeure Events (as defined in the Agreement).
2. CVO Service Level Agreement. To the extent applicable to CVO Services ordered by Customer pursuant to an Order, and provided that Customer is in compliance with the terms and conditions of the Agreement to which this CVO SLA is a part, during the Order Term, Verifiable will use commercially reasonable efforts to provide a Packet fully credentialing any Provider within 20 business days (“CVO Commitment” and with the Uptime Commitment the “Service Level Commitments”). The CVO Commitment shall not apply: (a) if Verifiable is asked to credential more than 15% of the annual committed amount set forth in the applicable Order at a time; (b) to the extent any inaccurate or incomplete information is submitted regarding a Provider; and (c) to the extent of any delay in obtaining Verified Data caused by a third party.
3. Remedy. Verifiable’s sole liability (and Customer's exclusive remedy) for Verifiable’s breach of either or both of the Service Level Commitments shall be to issue a service credit (“Service Credit”) for the applicable Services for the applicable month, in the amount specified in the tables below. Such Service Credit must be requested within 90 days of Verifiable’s failure to meet the applicable Service Level Commitment and shall be issued within 30 days of written request by Customer.
Last updated: April 1, 2024