Common use of Business Services Response Times Clause in Contracts

Business Services Response Times. If Customer has purchased Business Services, Box will respond in accordance with the Response Times below. If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Business Response Time Credit”): Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 2 hours Level 2 – High: Within 4 hours Level 3 – Normal: Within 4 hours Level 4 – Low: Greater than 4 hours 2.5 Enhanced Support Services Response Times. If Customer has purchased one of the Enhanced Support Services, Box will respond in accordance with the Response Times below (for cases submitted in English). If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Enhanced Response Time Credit”). The below response times apply to cases submitted in English. Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 1 hour Level 2 – High: Within 2 hours Level 3 – Normal: Within 2 hours Level 4 – Low: Greater than 2 hours 2.6 Business Services and Enhanced Support Services Response Time Credits. If Customer has purchased Business Services or one of the Enhanced Support Services and Box fails to meet the applicable Response Times associated with Business Services or Enhanced Support Services, Customer may be entitled to a response time credit as outlined below (“Response Time Credit”). (a) Customer has purchased Business Services or one of the Enhanced Support Services; (b) Customer has opened a support ticket for an Issue; and (c) Box fails to meet the response times for Level 1 and Level 2 support tickets three (3) times during the given calendar month; Collectively, a “Response Credit Event”. In the event that Customer incurs a Response Credit Event, Customer will receive a Response Time Credit of fifteen (15%) percent of the fees paid by Customer for the applicable Business Support Service or Enhanced Support Service for the month the Response Credit Event occurred. The Response Time Credit will be calculated on a straight-line, pro-rated basis with respect to any fees paid in advance. Notwithstanding anything to the contrary, in no event will the total amount of Response Time Credits exceed the applicable Business Services or Enhanced Support Services fees paid by Customer for the corresponding month. For clarity, for the purpose of calculating Response Time Credits, calendar months are calculated based on US Pacific Time Zone. The Response Time Credit is Customer's sole and exclusive remedy for any failure by Box to meet any response time performance obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Response Time Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Response Time Credits will be issued by Box, as determined in its sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Response Time Credits, if any, will be issued as provided in the applicable agreement between Customer and Box Reseller.

Business Services Response Times. If Customer has purchased Business Services, Box will respond in accordance with the Response Times below. If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Business Response Time Credit”): Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 2 hours Level 2 – High: Within 4 hours Level 3 – Normal: Within 4 hours Level 4 – Low: Greater than 4 hours 2.5 Section 6. Enhanced Support Services Response Times. If Customer has purchased one of the Enhanced Support Services, Box will respond in accordance with the Response Times below (for cases submitted in English). If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Enhanced Response Time Credit”). The below response times apply to cases submitted in English. Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 1 hour Level 2 – High: Within 2 hours Level 3 – Normal: Within 2 hours Level 4 – Low: Greater than 2 hours 2.6 Section 7. Business Services and Enhanced Support Services Response Time Credits. If Customer has purchased Business Services or one of the Enhanced Support Services and Box fails to meet the applicable Response Times associated with Business Services or Enhanced Support Services, Customer may be entitled to a response time credit as outlined below (“Response Time Credit”). (a1) Customer has purchased Business Services or one of the Enhanced Support Services; (b2) Customer has opened a support ticket for an Issue; and (c3) Box fails to meet the response times for Level 1 and Level 2 support tickets three (3) times during the given calendar month; Collectively, a “Response Credit Event”. In the event that Customer incurs a Response Credit Event, Customer will receive a Response Time Credit of fifteen (15%) percent of the fees paid by Customer for the applicable Business Support Service or Enhanced Support Service for the month the Response Credit Event occurred. The Response Time Credit will be calculated on a straight-line, pro-pro- rated basis with respect to any fees paid in advance. Notwithstanding anything to the contrary, in no event will the total amount of Response Time Credits exceed the applicable Business Services or Enhanced Support Services fees paid by Customer for the corresponding month. For clarity, for the purpose of calculating Response Time Credits, calendar months are calculated based on US Pacific Time Zone. The Response Time Credit is Customer's sole and exclusive remedy for any failure by Box to meet any response time performance obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Response Time Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Response Time Credits will be issued by Box, as determined in its sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Response Time Credits, if any, will be issued as provided in the applicable agreement between Customer and Box Reseller.

Business Services Response Times. If Customer has purchased Business Services, Box will respond in accordance with the Response Times below. If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Business Response Time Credit”): Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 2 hours Level 2 – High: Within 4 hours Level 3 – Normal: Within 4 hours Level 4 – Low: Greater than 4 hours 2.5 2.5. Enhanced Support Services Response Times. If Customer has purchased one of the Enhanced Support Services, Box will respond in accordance with the Response Times below (for cases submitted in English). If Box fails to meet the response times, Customer may be entitled to a response time credit as outlined below (“Enhanced Response Time Credit”). The below response times apply to cases submitted in English. Support Access Method: Web/Phone/Email Support Response Method: Web/Phone/Email Number of Support Requests: Unlimited Response Times: Level 1 – Urgent: Within 1 hour Level 2 – High: Within 2 hours Level 3 – Normal: Within 2 hours Level 4 – Low: Greater than 2 hours 2.6 2.6. Business Services and Enhanced Support Services Response Time Credits. If Customer has purchased Business Services or one of the Enhanced Support Services and Box fails to meet the applicable Response Times associated with Business Services or Enhanced Support Services, Customer may be entitled to a response time credit as outlined below (“Response Time Credit”). (a1) Customer has purchased Business Services or one of the Enhanced Support Services; (b2) Customer has opened a support ticket for an Issue; and (c3) Box fails to meet the response times for Level 1 and Level 2 support tickets three (3) times during the given calendar month; Collectively, a “Response Credit Event”. In the event that Customer incurs a Response Credit Event, Customer will receive a Response Time Credit of fifteen (15%) percent of the fees paid by Customer for the applicable Business Support Service or Enhanced Support Service for the month the Response Credit Event occurred. The Response Time Credit will be calculated on a straight-line, pro-pro- rated basis with respect to any fees paid in advance. Notwithstanding anything to the contrary, in no event will the total amount of Response Time Credits exceed the applicable Business Services or Enhanced Support Services fees paid by Customer for the corresponding month. For clarity, for the purpose of calculating Response Time Credits, calendar months are calculated based on US Pacific Time Zone. The Response Time Credit is Customer's sole and exclusive remedy for any failure by Box to meet any response time performance obligations pertaining to the Box Service as set out in this Exhibit A. Customer is not eligible to receive Response Time Credits during any period of time when payments owed are past due. For Customer Orders placed through Box, Response Time Credits will be issued by Box, as determined in its sole discretion, either by applying to future billing cycle(s) or as a refund against annual fees earlier paid. For Customer orders placed through a Box Reseller, Response Time Credits, if any, will be issued as provided in the applicable agreement between Customer and Box Reseller.