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1.11 "System Accessibility" will mean the ability for end users to gain access to System features and functionality. System Accessibility is not the same as System Availability. The System can be available without being accessible due to CLIENT network or local system issues. System Accessibility is only contemplated in the context of this document when accessibility limitations are due to the System being unavailable. 1.12 "System Availability" will mean, with respect to any Service Year, the ratio obtained by subtracting Unscheduled Downtime during such Service Year from the total time during such Service Year (525,600 minutes), and thereafter dividing the difference so obtained by the total time during such Service Year. If CLIENT has been using the Application Service for less than 365 days, Service Year is still the preceding 365 days but any days prior to CLIENT use of the service vrill be deemed to have had 100% availability. Represented mathematically, System Availability for any particular Service Year is determined as follows: System Availability = (Total Service Year Time (525,600 minutes) - Unscheduled Downtime) I Total Service Year Time (525,600 minutes). NOTE: "Total Service Year Time" is deemed to include all minutes in the relevant Service Year period as described above (525,600 minutes). 1.13 "System Uptime" will mean the total amount of time during any Service Year during which the Application Service's core features and functions are available for CLIENT use according to the Access Protocols. 1.14 "Unscheduled Downtime" will mean the total amount of time during any Service Year during which the Application Service core features and functions are unavailable for CLIENT's access according to Access Protocols, other than Scheduled Downtime, as defined above. See section 4.1 for details on detection of "Unscheduled Downtime." 2. SYSTEM PERFORMANCE 2.1.1 System Availability: PALADIN will undertake commercially reasonable measures to make sure System Availability equals or exceeds ninety-nine percent (99%) during each Service Year (the 'Service Standard'), provided that any Unscheduled Downtime occurring as a result of circumstances beyond PALADIN's reasonable control including, without limitation, (i) CLIENT's breach of any provision of this Agreement; (ii) non - compliance by CLIENT with any provision of this Agreement; (iii) incompatibility of CLIENT's equipment or software with the Application Service; (iv) poor or inadequate performance of CLIENT's systems; (v) CLIENT's equipment failures; (vi) CLIENT's network and internet service provider, (vii) public internal, (viii) security exposure, or (ix) force majeure (as contemplated in the Amendment), shall not be considered toward any reduction in System Availability measurements. In the event of a "Disaster," System Availability service levels defined herein do not apply. 3. SYSTEM SUPPORT CLIENT may report Unscheduled Downtime by calling 866 - 367 -4572 or emailing support@paladindata.com during PALADIN's normal business hours (Monday thru Friday, 5:00 am to S:OOpm PST). PALADIN will exercise commercially reasonable efforts to respond to reports of Unscheduled Downtime by telephone or email acknowledgement within thirty (30) minutes of such report. The report will be assigned a case number for tracking purposes. 14 Initials — Paladin .9 Client,