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Docusign Envelope ID: B1A78880-85A3-406D-9650-3E5F27A3D271 <br />Attachment D <br />Service Level Commitments <br />The following applies to any cloud -hosted CentralSquare software only. The following does not apply <br />to any on -premise software, hardware, or third -party products. <br />1. Service Level Commitments <br />A. Availability. During any calendar month, the availability of the Solution shall be no less than 99.99%, <br />excluding scheduled maintenance. CentralSquare shall provide Customer with prompt notification as <br />soon as it becomes aware of any actual or potential unscheduled downtime of the Solution, as well as <br />continual periodic updates during the unscheduled downtime regarding CentralSquare's progress in <br />remedying the unavailability and estimated time at which the Solution shall be available. <br />B. Measurement. Service availability is measured as the total time that the solutions are available during <br />each calendar month for access by Customer ("Service Availability"). Service Availability measurement <br />shall be applied to the production environment only, and the points of measurement for all monitoring <br />shall be the servers and the internet connections at CentralSquare's hosted environment. <br />C. Calculation. Service availability for a given month shall be calculated using the following calculation: <br />I. The total number of minutes which the service was not available in a given month shall be <br />subtracted from the total number of minutes available in the given month. The resulting figure <br />is divided by the total number of minutes available in the given month. <br />ll. Service availability targets are subject to change due to the variance of the number of days <br />in a month. <br />III. The total number of minutes which the service was not available in a given month shall <br />exclude minutes associated with scheduled or emergency maintenance. <br />D. Remedy. If the service period target measurement is not met, then the customer shall be entitled to a <br />credit calculated as follows: <br />E. Credit must be requested by the customer within sixty (60) days of the failed target. Any credit awarded <br />shall be applied to the next applicable invoice. Customer shall not be eligible for credits where customer <br />is more than thirty (30) days past due on their account. <br />2. Exceptions. The Service Level Commitments and availability stated in this Attachment do not cover services <br />interruptions or performance issues that are caused by factors outside of CentralSquare or it's hosting <br />partner's control. Such factors may include, but are not limited to: <br />A. Internet Access. Issues relating to Customer's internet access. Any outages, slowdowns, or other <br />problems related to the internet connection are explicitly disclaimed; <br />B. Customer's Internal Network Issues. Issues originating from Customer's internal network such as <br />network congestion, network equipment failure, or misconfigurations are explicitly disclaimed; <br />C. Third -Party Acts. Issues caused by the acts or omissions of third -parties, including providers of <br />internet services, or for issues arising from third -party software or hardware that is not provided by <br />CentralSquare is explicitly disclaimed; <br />D. Gross Negligence or Willful Misconduct. Issues relating to the failure or delay in performance to the <br />extent caused by the acts or omissions of Customer or its agents constituting gross negligence or <br />willful misconduct are explicitly disclaimed; and, <br />CST-2025-104773 <br />Page 16 of 17 <br />