This Software Service Level Agreement (SLA) is made between Dolooma. Inc. (“Dolooma”) and each subscriber to Dolooma’s software and services pursuant to an executed and active Dolooma Consultation, Training and Software Subscription License Agreement, referred to herein as the “Subscription License Agreement”.

Dolooma agrees to provide the following services which are subject to additional detail and modification pursuant to the terms of your Subscription License Agreement:

Dolooma will ensure that the software is available 99.9% of the time, excluding scheduled maintenance and unforeseen circumstances beyond the Provider’s control.

Dolooma will offer support services as follows:

Support Hours: 5 AM - 7 PM, Monday to Sunday U.S. Pacific time zone.

Response Time: Initial response within 1 hour

Resolution Time: Best effort to resolve issues within 24-48 hours.

Dolooma will perform regular maintenance and updates to ensure the software’s optimal performance. Scheduled maintenance will be communicated to the Customer at least 48 hours in advance.

Dolooma’s liability for failure to comply with the requirements of this Software Service Level Agreement is limited to the amount paid by the Customer for the services in the 12 months preceding the claim less any amounts paid by Dolooma pursuant to the same or any related claim under the Subscription License Agreement. Dolooma is not liable for indirect, incidental, or consequential damages.

Either party may terminate this agreement with 90 days written notice. Dolooma may terminate immediately if the Customer breaches any material terms of Subscription License Agreement.

This agreement shall be governed by and construed in accordance with the laws of the State of Oregon, including without limitation applicable federal law, without reference to any conflicts of law principle that would apply the substantive laws of another jurisdiction to the parties’ rights or duties. The parties’ consent to the personal and exclusive jurisdiction of the federal and state courts of Multnomah County, Oregon.

Amendments: Any amendments must be in writing and signed by both parties.

Severability: If any provision is found to be unenforceable, the remaining provisions will remain in effect.