Service Level Addendum

This Addendum represents a service level agreement (“SLA” or “Addendum”) between Spider ("Spider") and Client for the provisioning of the services required to support and sustain the System. This Addendum is made part of the License Agreement between Spider and the Client, for the use of the Spider network and subject to its terms. This Addendum may be updated by Spider from time to time to reflect changes in Spider's support practices, and a notice of such updates will be provided to the Client.

The objectives of this Addendum is to provide clear reference to service ownership, accountability, roles and/or responsibilities, to match expected service provision with actual service support and delivery.

  1. Over 99.9% Network uptime Guarantee Spider guarantees that its System will be available 99.9% of the time over any given calendar month period. Uptime of the System is defined by the official Spider status report, available to Client using its log in credentials here - Spider.com/login. The guarantee does not apply to any performance issues: (i) that result from a manual suspension by the Client which was caused by clicking the ‘Suspend Account’ button in ‘My settings’ page (ii) caused by factors outside of Spider's reasonable control, including without limitation any force majeure event or Internet access (iii) that result from Client's equipment, software or other technology and/or third party equipment, software or other technology, or (iv) arising from Spider's suspension and termination of your Client's right to use the System in accordance with the License Agreement.

  2. Support Guarantee Spider provides free access to its technical support staff for network related queries. Contact the dedicated account manager for support.

  3. Non-compliance with the SLA, and SLA resolution As a sole remedy, noncompliance with the SLA allows Client to immediately suspend or terminate his Spider account. Such termination does not affect payments that the Client is already committed to pay.