Bifrost Cloud Service Level Agreement

Last Updated: November 30, 2021

This Bifrost Cloud Service Level Agreement (“SLA”) is a policy governing the use of Bifrost Cloud and Bifrost Cloud Glacier (each an “Bifrost Cloud Service”) and applies separately to each account using an Bifrost Cloud Service. In the event of a conflict between the terms of this SLA and the terms of the Bifrost Cloud Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Service Commitment

Bifrost Cloud will use commercially reasonable efforts to make the Bifrost Cloud Services each available with a Monthly Uptime Percentage, as described below, during any monthly billing cycle (the “Service Commitment”). In the event an Bifrost Cloud Service does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for the applicable Bifrost Cloud Service in the Bifrost Cloud region affected for the billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below.

For requests to Bifrost Cloud Storage and all other requests not specified below:

We will apply any Service Credits only against future payments otherwise due from you for the Bifrost Cloud Service. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Bifrost Cloud Service did not meet the Service Commitment. Service Credits will not entitle you to any refund or other payment from Bifrost Cloud. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Bifrost Cloud Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Bifrost Cloud Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by opening a case in the Bifrost Cloud Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

• 1. the words “SLA Credit Request” in the subject line;
• 2. the billing cycle and Bifrost Cloud region with respect to which you are claiming Service Credits together with the dates and times of each incident of non-zero Error Rates that you are claiming; and
• 3. your request logs that document claimed incident(s) when the Bifrost Cloud Service did not meet the Service Commitment (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above may disqualify you from receiving a Service Credit.

Bifrost Cloud SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of an Bifrost Cloud Service, or any other Bifrost Cloud Service performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Bifrost Cloud Service; (ii) that result from any actions or inactions of you or any third party; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (iv) arising from our suspension or termination of your right to use the Bifrost Cloud Service in accordance with the Bifrost Cloud Agreement (collectively, the “Bifrost Cloud SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of the Monthly Uptime Percentage, then we may issue a Service Credit considering such factors at our discretion.

Definitions

“Error Rate” means: (i) the total number of internal server errors returned by the Bifrost Cloud Service as error status “InternalError” or “ServiceUnavailable” divided by (ii) the total number of requests for the applicable request type during that 5-minute interval. We will calculate the Error Rate for each Bifrost Cloud Service account as a percentage for each 5-minute interval in the monthly billing cycle. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any of the Bifrost Cloud SLA Exclusions.

“Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each 5-minute interval in the monthly billing cycle. If you did not make any requests in a given 5-minute interval, that interval is assumed to have a 0% Error Rate.

A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible Bifrost Cloud Service account.