“CRScube Support Portal” means the web-based customer support portal, ticketing platform, or online system made available by CRScube at https://crscube.zendesk.com (and any successor or related locations designated by CRScube), whether operated directly or provided via a third-party service provider, for Customer and End Users to log, track, and manage support incidents and access self-service resources, as may be updated from time to time.

“Monthly Uptime Percentage” is the percentage of total 5-minute intervals in a month during which the Software is available, as shown in the formula below. If Customer is provisioned with the Software for only part of a month, the unprovisioned portion is assumed to be 100% available. Any downtime resulting directly or indirectly from the SLA Exclusions (Section 4) is not counted as Unavailability.

Monthly uptime percentage is calculated as follows: ((Total 5 Minute Intervals - Unavailable 5 Minute Intervals) / divided by Total 5 Minute Interval) x 100

“Unavailable” and “Unavailability” mean that the Software is completely inaccessible or all connection requests to the Software fail during a 5-minute interval.

1. Commitment. CRScube will use commercially reasonable efforts to make the Software available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (“Software Commitment”). In the event the Software does not meet the Software Commitment, Customer will be eligible to receive credits as described in Section 3.

1. Credit Calculation. Credits are calculated as a percentage of the total charges paid by Customer for the affected Software for the monthly billing cycle in which the Monthly Uptime Percentage falls within the ranges set forth in the table below:

2. Credit Application. CRScube will apply any credits only against future Software payments otherwise due from Customer. Credits will not entitle Customer to any refund, cash payout, or other payment from CRScube. A credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than USD 1. Unused credits will automatically expire upon the termination or expiration of the Master Agreement or the applicable Order Form and cannot be transferred or cashed out. Unless otherwise provided in the Master Agreement, Customer’s sole and exclusive remedy for any Unavailability, non-performance, or other failure by CRScube to provide the Software is the receipt of a credit (if eligible) in accordance with this SLA.

3. Credit Request. To be eligible for a credit, Customer must file a claim by sending an email to support@crscube.io or opening a case in the CRScube Support Portal by the end of the second billing cycle following the billing cycle in which the incident occurred, including:

   1. billing information, including company name, billing address, billing contact, and billing contact phone number;

   2. billing cycle and the affected Software, along with the specific dates, times, and durations of each claimed Unavailability incident;

   3. error logs or documentation corroborating the claimed outage (confidential or sensitive information should be removed or replaced with asterisks); and

   4. an explanation of the claim, including any relevant calculations.

4. Credit Issuance. If the claimed Unavailability is confirmed by CRScube and results in a Monthly Uptime Percentage below the Software Commitment, CRScube will issue the credit within one billing cycle following the month in which the credit request occurred. Customer’s failure to provide a credit request or required information within the specified timeframe will result in forfeiture of the credit.

1. The Software Commitment does not apply to any Unavailability, suspension, or termination of the Software (a) caused by factors outside of CRScube’s reasonable control, including but not limited to any Force Majeure Event; (b) resulting from any actions or inactions by Customer; (c) resulting from Customer not following the guidelines or best practices advised by CRScube; (d) resulting from Customer's equipment, software, or other technology; (e) arising from the suspension or termination of Customer’s right to use the Software by CRScube in accordance with the Master Agreement; or (f) resulting from planned maintenance for which notice was provided at least seventy-two (72) hours in advance, or from necessary emergency maintenance.

2. If availability is impacted by factors other than those used in the Monthly Uptime Percentage calculation, CRScube may issue a credit considering such factors at CRScube’s discretion.

1. Support for Customer. CRScube will use commercially reasonable efforts to acknowledge and respond to support incidents within the First Response Time as below (where “First Response” means initial acknowledgement, triage, or escalation notice); provided, however, that the First Response Time serves as performance targets only and does not constitute a guarantee or entitle Customer to any credits or financial remedies.

2. Support Conditions. CRScube provides support in accordance with the following parameters:

   1. Support Hours: Except for Level 1 incidents, the support is provided during business hours applicable to each regional support window as below (Monday – Friday, excluding public holidays observed at the applicable regional support center location):

      1. Asia-Pacific: 09:00 AM to 06:00 PM KST (support center location: South Korea, Japan)

      2. Americas: 09:00 AM to 06:00 PM CT, as seasonally adjusted for Daylight Saving Time (support center location: United States)

      3. Europe: 09:00 AM to 06:00 PM GMT, as seasonally adjusted for Daylight Saving Time (support center location: United Kingdom)

   2. Eligible Users: This support is available solely for Customer’s designated users to operate, navigate, maintain, manage, and support the use of the Software.

   3. Ticket Limit: Unlimited (no restriction on the number of support cases that may be opened).

   4. Self-Service Resources: Online self-service resources are available 24/7 within the Software or on the CRScube Support Portal.

3. Service Level Classification. CRScube will make the final determination of the applicable service level classification for incidents occurring in the production environment based on its reasonable assessment of the incident’s impact, in accordance with the following definitions:

   1. Level 1 – Urgent. A critical issue that halts primary business operations with no reasonable workaround available, including:

      1. The Software is completely Unavailable;

      2. Severe malfunction of the Software that prevents a significant portion of users from utilizing core Software features; or

      3. The Software experiences a critical or high-severity security vulnerability or breach.

   2. Level 2 – High. The Software as a whole remains accessible, but major functionality is severely impaired or significant performance degradation is experienced. The issue is persistent, affects multiple users, and no reasonable workaround is available, yet it does not completely halt primary business operations as in Level 1.

   3. Level 3 – Medium. System performance issue or bug affecting some users where a short-term workaround is available but not scalable. Also includes time-sensitive requests (e.g., feature activation).

   4. Level 4 – Low. Routine technical inquiry, standard information request on the Software capabilities or navigation, or a minor bug affecting a small number of users with a reasonable workaround available. (All issues occurring in non-production environments are classified as Level 4.)

4. CRScube Support Portal. Customer may submit, manage, and track support requests via the CRScube Support Portal.