Common use of SLA Credit Calculations Clause in Contracts

SLA Credit Calculations. For the affected Service, a percentage of that Service’s monthly fees will be credited to Customer based on one of the following methods: Percentage Percentage SLA Credits are calculated as: Affected Service Monthly Recurring Charges x SLA Credit Percentage For example, if monthly charges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Hourly Hourly SLA Credits are calculated as: Affected Service Monthly Recurring Charges x (Total Hours SLA Credit / 720) For example, if monthly charges for affected Service total $10k/month and SLA Credit is 3.5 hours, the Customer will receive credit of $48.61 ($10k * (3.5 hrs / 720 total hours in month) for the month during which outage occurred. In any calendar year, Customer’s aggregated SLA Credits may not exceed, for any Service, four (4) months’ worth of the monthly Service fees for the affected Service. In any billing month SLA Credits may not exceed, for any Service, fifty (50) percent of the monthly Service fees for the affected Service. SLA Credits are specific to the Service affected. Where Service is comprised of many different components, SLA Credits will be reasonably applied to the affected component monthly charges. For example, if Customer is contracted for ten (10) Bare Metal blades and one (1) blade is affected by a Service outage, the SLA Credit will be calculated relative to the monthly contract value for that affected one (1) Service component, not the nine (9) unaffected Service components. SLA Credits are exclusive of any applicable taxes, fees, or one-time charges.

SLA Credit Calculations. For the affected Service, a percentage of that Service’s monthly fees will be credited to Customer based on one of the following methods: Percentage Percentage SLA Credits are calculated as: Affected Service Monthly Recurring Charges x SLA Credit Percentage For example, if monthly charges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Hourly Hourly SLA Credits are calculated as: Affected Service Monthly Recurring Charges x (Total Hours SLA Credit / 720) For example, if monthly charges for affected Service total $10k/month and SLA Credit is 3.5 hours, the Customer will receive credit of $48.61 ($10k * (3.5 hrs / 720 total hours in month) for the month during which outage occurred. In any calendar year, Customer’s aggregated SLA Credits may not exceed, for any Service, four (4) months’ worth of the monthly Service fees for the affected Service. In any billing month SLA Credits may not exceed, for any Service, fifty (50) percent of the monthly Service fees for the affected Service. SLA Credits are specific to the Service affected. Where Service is comprised of many different components, SLA Credits will be reasonably applied to the affected component monthly charges. For example, if Customer is contracted for ten (10) Bare Metal blades and one (1) blade is affected by a Service outage, the SLA Credit will be calculated relative to the monthly contract value for that affected one (1) Service component, not the nine (9) unaffected Service components. SLA Credits based on Downtime or Impact begin immediately. For example, an SLA credit of “5% for each 30 minute period” will be calculated as follows: 1 second to 30 minutes Downtime = 5% SLA Credit; 30.1 to 60 minutes Downtime = 10% SLA Credit; 60.1 to 90 minutes Downtime = 15% SLA Credit. This continues until Service Credit maximums have been reached. SLA Credits are exclusive of any applicable taxes, fees, or one-time charges.

SLA Credit Calculations. “Affected Service” is portion of Service(s) affected or impacted by any Service Failure. For the affected Affected Service, a percentage of that Service’s monthly fees will be credited to Customer based on one of the following methods: Percentage Percentage SLA Credits are calculated as: Affected Service Monthly Recurring Charges x SLA Credit Percentage For example, if monthly charges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Hourly Hourly SLA Credits are calculated as: Affected Service Monthly Recurring Charges x (Total Hours SLA Credit / 720) For example, if monthly charges for affected Service total $10k/month and SLA Credit is 3.5 hours, the Customer will receive credit of $48.61 ($10k * (3.5 hrs / 720 total hours in month) for the month during which outage occurred. Service Level Agreement LightEdge Solutions, LLC v39 – Rev. 31 August 2022 SLA Credits are based on the Monthly Recurring Charges normally paid to LightEdge for the affected Service and are exclusive of any applicable taxes, pass-through costs, or one-time charges. In any calendar year, Customer’s aggregated SLA Credits may not exceed, for any Service, four (4) months’ worth of the monthly Service fees for the affected Service. In any billing month SLA Credits may not exceed, for any Service, fifty (50) percent of the monthly Service fees for the affected Service. SLA Credits are specific to made pro rata against the portion of Service affected. Where affected by Service is comprised Failure: Colocation Services For any Service Failure of many different componentsColocation Services, SLA Credits will be reasonably are applied to the pro rata Affected Service Monthly Recurring Charges for the affected component Colocation service(s) and any associated electrical service(s). For example, if Customer is contracted for 50 kW of electricity delivered across many branch circuits and one branch circuit capable of supplying 10kW electricity is lost, the Customer will receive an SLA Credit will be calculated relative to the 10kW electricity (1/5th of electrical fees) and any impacted racks supplied by that branch circuit, not the entire 50kW of electricity and all colocation space. For example, if monthly chargescharges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Cloud Services For any Service Failure of Cloud Services, SLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Cloud Service(s). For example, if Customer is contracted for a resource pool of 100 vCPU, 200GB of RAM, and 500GB of disk space, and one (1) VM of 1 vCPU, 2GB of RAM and 50GB of disk space fails, than SLA Credit will be calculated relative to 1/100th of the Monthly Recurring Charges for the entire cloud service. Infrastructure Services For any Service Failure of Infrastructure Services, SLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Infrastructure Service(s). For example, if Customer is contracted for ten (10) Bare Metal blades and one (1) blade is affected by a Service outageFailure, the SLA Credit will be calculated relative to the monthly contract value for that affected one (1) Service component, not the nine (9) unaffected Service components. Security Services For any Service Failure of Security Services, SLA Credits are exclusive applied pro rata to the Monthly Recurring Charges for the affected Security Services and any add-on Services unavailable due to the Service Failure. For example, if Customer is contracted for a Managed Firewall and a Service Failure causes that firewall to be unavailable, any SLA Credit due is applied against the affected firewall and not any Services being provided behind the firewall that may be unavailable due to a Service Failure of the firewall. Business Continuity Services For any applicable taxesService Failure of Business Continuity Services, feesSLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Business Continuity Service(s). For example, if Customer is contracted for 10TB of backup on ten (10) servers and the backups fail on one (1) server consuming 1TB, then SLA Credit will be calculated relative to 1/10th of the Monthly Recurring Charges for the entire backup service. Connectivity Services For any Service Failure, SLA Credits are applied to the Affected Service Monthly Recurring Charges for the affected Connectivity Service(s). For example, if Customer is contracted for 1 gigabit of Internet with Standard DDoS Protection delivered via 2 cross- connects and a Service Problem or oneDDoS attack renders the Internet unreachable by Customer, than SLA Credit will be calculated relative to the Monthly Recurring Charges for all affected Connectivity Services. SLA Credits based on Downtime or Impact begin immediately. For example, an SLA credit of “5% for each 30-time chargesminute period” will be calculated as follows: 1 second to 30 minutes Downtime = 5% SLA Credit; 30.1 to 60 minutes Downtime = 10% SLA Credit; 60.1 to 90 minutes Downtime = 15% SLA Credit. This continues until Service Credit maximums have been reached.

SLA Credit Calculations. “Affected Service” is portion of Service(s) affected or impacted by any Service Failure. For the affected Affected Service, a percentage of that Service’s monthly fees will be credited to Customer based on one of the following methods: Percentage Percentage SLA Credits are calculated as: Affected Service Monthly Recurring Charges x SLA Credit Percentage For example, if monthly charges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Hourly Hourly SLA Credits are calculated as: Affected Service Monthly Recurring Charges x (Total Hours SLA Credit / 720) For example, if monthly charges for affected Service total $10k/month and SLA Credit is 3.5 hours, the Customer will receive credit of $48.61 ($10k * (3.5 hrs / 720 total hours in month) for the month during which outage occurred. Service Level Agreement LightEdge Solutions, LLC v38 – Rev. 22 November 2021 SLA Credits are based on the Monthly Recurring Charges normally paid to LightEdge for the affected Service and are exclusive of any applicable taxes, pass-through costs, or one-time charges. In any calendar year, Customer’s aggregated SLA Credits may not exceed, for any Service, four (4) months’ worth of the monthly Service fees for the affected Service. In any billing month SLA Credits may not exceed, for any Service, fifty (50) percent of the monthly Service fees for the affected Service. SLA Credits are specific to made pro rata against the portion of Service affected. Where affected by Service is comprised Failure: Colocation Services For any Service Failure of many different componentsColocation Services, SLA Credits will be reasonably are applied to the pro rata Affected Service Monthly Recurring Charges for the affected component Colocation service(s) and any associated electrical service(s). For example, if Customer is contracted for 50 kW of electricity delivered across many branch circuits and one branch circuit capable of supplying 10kW electricity is lost, the Customer will receive an SLA Credit will be calculated relative to the 10kW electricity (1/5th of electrical fees) and any impacted racks supplied by that branch circuit, not the entire 50kW of electricity and all colocation space. For example, if monthly chargescharges for affected Service total $10k/month and SLA Credit is 20%, the Customer will receive credit of $2k for the month during which outage occurred. Cloud Services For any Service Failure of Cloud Services, SLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Cloud Service(s). For example, if Customer is contracted for a resource pool of 100 vCPU, 200GB of RAM, and 500GB of disk space, and one (1) VM of 1 vCPU, 2GB of RAM and 50GB of disk space fails, than SLA Credit will be calculated relative to 1/100th of the Monthly Recurring Charges for the entire cloud service. Infrastructure Services For any Service Failure of Infrastructure Services, SLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Infrastructure Service(s). For example, if Customer is contracted for ten (10) Bare Metal blades and one (1) blade is affected by a Service outageFailure, the SLA Credit will be calculated relative to the monthly contract value for that affected one (1) Service component, not the nine (9) unaffected Service components. Security Services For any Service Failure of Security Services, SLA Credits are exclusive applied pro rata to the Monthly Recurring Charges for the affected Security Services and any add-on Services unavailable due to the Service Failure. For example, if Customer is contracted for a Managed Firewall and a Service Failure causes that firewall to be unavailable, any SLA Credit due is applied against the affected firewall and not any Services being provided behind the firewall that may be unavailable due to a Service Failure of the firewall. Business Continuity Services For any applicable taxesService Failure of Business Continuity Services, feesSLA Credits are applied to the pro rata Affected Service Monthly Recurring Charges for the affected Business Continuity Service(s). For example, if Customer is contracted for 10TB of backup on ten (10) servers and the backups fail on one (1) server consuming 1TB, then SLA Credit will be calculated relative to 1/10th of the Monthly Recurring Charges for the entire backup service. Connectivity Services For any Service Failure, SLA Credits are applied to the Affected Service Monthly Recurring Charges for the affected Connectivity Service(s). For example, if Customer is contracted for 1 gigabit of Internet with Standard DDoS Protection delivered via 2 cross- connects and a Service Problem or oneDDoS attack renders the Internet unreachable by Customer, than SLA Credit will be calculated relative to the Monthly Recurring Charges for all affected Connectivity Services. SLA Credits based on Downtime or Impact begin immediately. For example, an SLA credit of “5% for each 30-time chargesminute period” will be calculated as follows: 1 second to 30 minutes Downtime = 5% SLA Credit; 30.1 to 60 minutes Downtime = 10% SLA Credit; 60.1 to 90 minutes Downtime = 15% SLA Credit. This continues until Service Credit maximums have been reached.