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uizaN <br />FOOI`PRINT <br />Priority 3 This priority addresses 5 business days <br />"cosmetic° type calls with no <br />financial or processing impact. <br />Service Level Agreement <br />UrbanFootprint for Civic customers will be available 99.9% of the time every month. If UrbanFootprint <br />does not meet this guarantee, you will be eligible to receive a Service Credit as described below. <br />Definition of Unavailability <br />UrbanFootprint will be considered unavailable when it is inaccessible during two or more 10 minute <br />intervals. Unavailable means: <br />app.urbanfootprint.corn returns a server error response to a valid user request <br />app.urbanfootprint.com is inaccessible online <br />Calculating Uptime <br />Uptime in a month will be calculated by subtracting from 100% the percentage of minutes during the <br />calendar month in which UrbanFootprint is unavailable. <br />Service Credit <br />Service credits are calculated as a percentage of the total charges you owe us each month, or your <br />annual fee divided by 12, as follows: <br />Total Available Uptime per month Credit Amount <br />99.9%-100% 0% <br />99% - 99.89% 10% <br />Less than 99% 15% <br />