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Cisco Meraki Service Level Agreement

Cisco Meraki SLA

During the term of your Cisco Meraki Cloud Controller license (the "Agreement"), the Cisco Meraki Cloud Controller web interface will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Cisco Meraki SLA"). If Cisco Meraki does not meet the Cisco Meraki SLA, and if Customer meets its obligations under this Cisco Meraki SLA, Customer will be eligible to receive the Service Credits described below. This Cisco Meraki SLA states Customer's sole and exclusive remedy for any failure by Cisco Meraki to meet the Cisco Meraki SLA.

The following definitions shall apply to the Cisco Meraki SLA

Uptime Days Credited
< 99.99% - ≥ 99.9% 3
< 99.9% - ≥ 99.0% 7
< 99.0% 15

Customer Must Request Service Credit

In order to receive any of the Service Credits described above, Customer must notify Cisco Meraki within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.

Maximum Service Credit

The aggregate maximum number of Service Credits to be issued by Cisco Meraki to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer's account). Service Credits may not be exchanged for, or converted to, monetary amounts.

Cisco Meraki SLA Exclusions

The Cisco Meraki SLA does not apply to any services that expressly exclude this Cisco Meraki SLA (as stated in the documentation for such services) or any performance issues: (i) caused by "Force Majeure" or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Cisco Meraki).