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Service Level Agreement
Last updated 28th April 2022
This Huma Service Level Agreement ("SLA") accompanies the Huma Subscription Terms of Service (the "Agreement") entered into between you ("Customer") and Huma.
1. Target Availability
Huma will use commercially reasonable efforts to make the Service available with an uptime of 99.8% of each calendar month ("Target Availability").
2. Exclusions
The calculation of uptime does not include unavailability to the extent due to: (1) unauthorized use of the Service by Customer according to this Agreement or the Documentation; (2) general Internet problems, force majeure events or other factors outside of Huma's reasonable control; (3) Customer's equipment, software, network or other infrastructure; (4) third party systems, acts or omissions; or (5) Scheduled Maintenance or reasonable emergency maintenance.
3. Scheduled Maintenance
"Scheduled Maintenance" means Huma's scheduled routine maintenance of the Services for which Huma notifies Customer at least twenty-four (24) hours in advance. Scheduled Maintenance will not exceed eight (8) hours per month.
4. Remedy for Failure to Meet Target Availability.
If there is a verified failure of a Service to meet Target Availability in two (2) consecutive months, then Customer may terminate the applicable Subscription Term by sending written notice of termination within thirty (30) days after the end of the second such month, in which case Huma will refund to Customer any fees Customer has pre-paid for use of such Service for the terminated portion of the applicable Subscription Term. This termination and refund right is Customer's sole and exclusive remedy, and Huma's sole and exclusive liability, for Huma's failure to meet the Target Availability.