Service Level Agreement

W Energy Software, LLC (“ W Energy”) provides Support Services to Clients in accordance with these policies pursuant to that certain Master Subscription and Services Agreement (the “Agreement”). W Energy reserves the right to change such policies as necessary to provide required support levels to Clients; however, the services provided will not be materially reduced during the support period. Terms capitalized but not defined herein have the meanings ascribed to them in the Agreement.

Software Availability

W Energy understands that our product is essential for your business operations, and we are committed to providing you with reliable and consistent service. We will use commercially reasonable efforts to make the system available 24/7 and strive for 99.9% monthly uptime. W Energy provides no guarantee that the system will be uninterrupted or error-free, as factors exist that are beyond our control that may affect system performance. Client acknowledges further that the SaaS Services may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communications. W Energy is not responsible for any delays, delivery failures, or other damage resulting from such problems. 

Table 1:  Target Response Times

• Issues reported at the end of business hours will be handled the next business day.
• First Row: assigned Priority based on Scope and Severity.
• Second Row: Response Time
• Third Row: frequency of updates from W Energy to Client.

Scope (across) Severity (below)	A-Extensive	B-Significant	C-Limited
A-Critical	P1 – Critical 2 hrs 4 hrs	P1 – Critical 2 hrs 4 hrs	P2 – High 4 hrs Daily
B-High	P2 – High 4 hrs Daily	P2 – High 4 hrs Daily	P3 – Medium 4 hrs Monthly
C-Medium	P2 – High 4 hrs Daily	P3 – Medium 4 hrs Monthly	P4 – Low 8 hrs Monthly
D-Low	P4 – Low 8 hrs Monthly	P4 – Low 8 hrs Monthly	P4 – Low 8 hrs Monthly

Scope and Severity

Scope and Severity of issues are provided by Clients at the time the request is entered into the W Energy Jira ticketing system.  Clients will be prompted to select the scope and severity of support requests based on the criteria set forth below in Tables 2 and 3.  W Energy reserves the right to change the scope and severity of Client-designated rankings based upon investigation of the issue, using the same criteria provided in Tables 2 and 3, in each case other than in connection with a Permitted Outage. 

Table 2:  Scope Criteria

Scope	Description	Examples
A-Extensive	All users and/or entire range of functionality affected	Profiles for all users are not enforcing security restrictions.All users cannot access the system.
B-Significant	Most (>50%) of users and/or range of functionality affected	More than half of the user base is affected by slow performance.Grids that are used by more than half of the user base will not load data.
C-Limited	Some (<50%) of users and/or range of functionality affected	Two of ten users within a business group do not have edit access to screens in their profile that are not part of their day-to-day business.A results screen will not properly sort or filter but is still exportable.

Table 3:  Severity Criteria

Severity	Description	Examples
A-Critical	System is unavailable or critical process is failing during close process	Users are unable to access the application. A process failed and produced incomplete data that cannot be undone by the users.
B-High	Important functionality is unavailable and no viable workaround available	A key screen is not loading any data. There is a Fatal error in a process in a key functional area outside of month-end close.
C-Medium	Important functionality is unavailable but reasonable workaround in place	A single variable does not exist in formulas to pull in a value, but a combination of a few formulas will return the same results. A results screen will not load data in the grid unless a specific column is hidden.
D-Low	Cosmetic issue or functionality unavailable with simple workaround	A results screen does not have a total on the bottom of the grid. Tabbing between fields in an edit screen does not move from value to value.

Issue Resolution

 W Energy will make available a named Support Representative for each Client live in Production. W Energy will take commercially reasonable measures in order to resolve Client reported issues based upon the target commitments defined in Table 4.

Table 4:  Resolution Commitment

Scope/Severity	Resolution Commitment
A- Extensive and/or A-Critical	Continuous 24 x 7
B- Significant and/or B-High	During Business Hours
C- Limited and/or C-Medium	Based on Availability
C- Limited and/or D-Low	Based on Availability