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Service Level Agreement

Cisco Cloudlock SLA

Effective: February 13, 2017

This Service Level Agreement is effective as of the date set forth above and, unless Your applicable purchase agreement or terms of service for Cisco Cloudlock explicitly state otherwise, applies to Cisco Cloudlock cloud services whether ordered under the Cisco Cloudlock name or under the former CloudLock product names, and whether purchased from Cisco Systems, Inc., CloudLock LLC (formerly, CloudLock Inc.), or an authorized reseller of either party.

We shall use commercially reasonable efforts to maintain Cisco Cloudlock availability of 99.9% of each calendar month. Availability will 
be calculated by dividing the total number of minutes of Uptime (defined below) during the applicable calendar month by the total number of minutes in such month, minus minutes of Cisco Cloudlock Outages (defined below) occurring due to scheduled maintenance or attributable to Third Party Actions (defined below), and multiplying that amount by 100. The formula for this calculation is as follows:

Availability = (X / Y) x 100

X= Total # of minutes of Uptime during calendar month

Y= (Total # of minutes in such calendar month) – (Total # of minutes of Outages from scheduled maintenance and Third Party Actions)

For the purposes of this calculation, (i) An “Outage” means Cisco Cloudlock is completely unreachable when Your Internet connection is working correctly, (ii) “Uptime” means the number of minutes where there were no Cisco Cloudlock Outages, excluding Outages for scheduled maintenance and Third Party Actions, and (iii) “Third Party Action” means any action beyond Cisco’s reasonable control including, without limitation, the performance of Internet networks controlled by other companies or traffic exchange points that are controlled by other companies, labor strikes or shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, terrorism, governmental action, labor conditions, earthquakes and material shortages. If a dispute arises about whether or not an Outage occurred, Cisco shall make a determination in good faith based on its system logs, monitoring reports and configuration records, and as between customer records and Cisco records, Cisco records shall control. Cisco shall not be responsible for any Cisco Cloudlock Outages arising out of Third Party Actions.

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