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Meta SaaS joins Flexera!

We've just joined Flexera, the global SAM leader! Flexera is changing the game for companies everywhere. They’re finally demanding more from their technology assets and suppliers. They expect – and deserve – faster time to value, more complete solutions and trustworthy data to drive better business outcomes. By teaming up with Flexera, we're now one company strong, helping you manage all your technology assets-- from SaaS, software in the cloud and cloud infrastructure, to IoT, on premises and datacenter.

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Service Level Agreement

Effective Date: July 11th, 2017

This Service Level Agreement (“SLA”) is incorporated into the Meta SaaS - SaaS Agreement, and made part of it.  Terms not defined in this SLA have definitions set out in the Agreement.  The remedies set out in this SLA are the Customer’s sole and exclusive remedy for issues covered by the SLA.  Meta SaaS may modify this SLA with prior notice to Customer.

Activity/Service Service Level Service Level Credit
Availability of the Services The Services will be available to users for normal use 99% of the time each month, not including scheduled downtime.  Scheduled downtime shall be for regular maintenance and upgrades, and shall take place on Sunday mornings between midnight and 4AM U.S. Eastern Time.  1% of the annual fee for each month the Services fail to meet this Service Level.
Resolution In the event of unscheduled downtime the system shall be restored and fully operational within four hours. 1% of the annual fee for each month the Services fail to meet this Service Level.
Resolution of Critical Malfunction Failure to comply with the requirements with respect to Critical Malfunctions in a month. 1% of the annual fee for each month the Services fail to meet this Service Level.