Service Level Agreement (SLA) for QVALON SaaS Services

This Service Level Agreement ("SLA") is a policy governing the use of QVALON SaaS Services under the terms of the QVALON Software as a Service Agreement (the "SaaS Agreement") between QVALON, Inc. ("QVALON", "we", "us", or "our") and users of QVALON's SaaS Services ("Customer", "you" or "your"). This SLA applies separately to each account registered with QVALON. Unless otherwise provided herein, this SLA is subject to the terms of the SaaS Agreement and capitalized terms will have the meaning specified in the SaaS Agreement. We reserve the right to change the terms of this SLA in accordance with the SaaS Agreement.

1. Service Commitment

QVALON will use commercially reasonable efforts to make the SaaS Services available with a Monthly Uptime Percentage (defined below) of at least 99.5% during any monthly billing cycle.

2. Definitions

3. Service Credits

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.5% but equal to or greater than 99.0%


Less than 99.0% but equal to or greater than 98.0%


Less than 98.0%


4. Exclusions

The Service Commitment does not apply to any Unavailability:

5. Limitations

This SLA and any applicable Service Credits represent your sole and exclusive remedy for any violation of this SLA. The limitations of liability set forth in the SaaS Agreement also apply to the liabilities under this SLA.

6. Modifications

We may modify the terms of this SLA in accordance with the SaaS Agreement. Your continued use of the SaaS Services after a modification signifies your agreement to the modification.

This SLA is part of your SaaS Agreement with QVALON and is subject to the terms and conditions stated therein