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Benevate Inc. (dba Neighborly Software) SAAS Services Order Form EXHIBIT B Service Level Terms The Services shall be available 99.5%, measured monthly, excluding holidays and scheduled downtime. Further, any downtime resulting from outages of third party connections or utilities or other reasons beyond Company's control will also be excluded from any such calculation. Customer's sole and exclusive remedy, and Company's entire liability, in connection with Service availability shall be a "Performance Credit." 1) Definitions. (a) "Actual Uptime" shall mean the total minutes in the reporting month that the Services were actually available for normal use. (b) "Maintenance Window" shall mean the total minutes in the reporting month represented by the following day(s) and time(s) during which Company shall maintain the Services: Tuesday, Thursday, Saturday I 1pm-3am ET. (c) "Scheduled Downtime" shall mean the total minutes in the reporting month represented by the Maintenance Window. (d) "Scheduled Uptime" shall mean the total minutes in the reporting month less the total minutes represented by the Scheduled Downtime. 2) Calculation. (Actual Uptime / Scheduled Uptime) * 100 = Percentage Uptime (as calculated by rounding to the second decimal point) 3) Performance Credit. Performance credits may not be redeemed for cash and will only apply a credit to the month in which the incident occurred. (a) Where Percentage Uptime is equal to or greater than 99.5%, no Performance Credit will be due to Customer. (b) Where Percentage Uptime is less than 99.5%, Customer shall be due a Performance Credit in the amount of 5% of the Services Fees (as calculated on a monthly basis for the reporting month)