Contact: info@prorank.ai

SERVICE LEVEL AGREEMENT

Last Revised: April 2021

This Service-Level Agreement (“SLA”) is effective and made by and between User Company, and ProRank, LLC.

The Service provided is currently hosted on Amazon Web Services (“AWS”) and the use of the Google Chrome Browser (“GCB”) for the ProRank Companion Application. The ProRank Service will be available 99% of the time as long as AWS is functioning correctly unless otherwise prior communication of downtime is provided. The ProRank Service will be available 99% of the time as long as GCB is functioning correctly.

ProRank will never plan Service maintenance downtime!

The SLA shall be considered valid at all times, and any revisions will be noted by the last updated date above.

1. SERVICE SUPPORT AVAILABILITY

Telephone Support: Monitored ___8___ A.M. to ___8___ P.M. EST Monday – Friday

    • Calls received out of office hours will be forwarded to a mobile on-call team member and best efforts will be made to answer / action the call.

Email Support: Monitored ___8___ A.M. to ___8___ P.M. EST Monday – Friday

    • Emails received out of office hours will be collected and response / action will be the next business day.

In support of Services, ProRank will respond to service-related incidents and/or requests submitted by the User with the following time frames:

    • HIGH PRIORITY: Should issues of User being “Down” or no service 0-1 hours (during business hours).
    • MEDIUM PRIORITY: 1-4 hours response time (during business hours).
    • LOW PRIORITY: up to two (2) days response time (during business hours).

2. UPTIME/AVAILABILITY

Lifetime Uptime: 99.9%

Should AWS or Google change, discontinue, deprecate or terminate its services in a way that adversely impacts ProRank’s ability to continue the Service, ProRank reserves the right to change or terminate the Service. ProRank will give Users as much notice as reasonably possible and, in the event of a termination of Service, ProRank will provide User a pro-rata refund of the lesser of the remaining unused time remaining to the last purchase of Service.