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When our support team receives a call from you that a Downtime has occurred or is occurring, we will work with you to identify the cause of the Downtime(including whether it may be the result of a Client Error Incident or Force Majeure). We will also work with you to resume normal operations. Upon timely receipt of your Downtime report, outlined above,we will compare that report to our own outage logs and support tickets to confirm that a Downtime for which Tyler was responsible indeed occurred. We will respond to your Downtime report within thirty(30) days of receipt. To-the extent we have confirmed Downtime for which we are responsible,we will provide you with the relief set forth below. Client Relief When.a Service Availability:goal is not met due to your confirmed Downtime,we will provide you with relief that corresponds to the percentage amount by which that goal was not achieved,as forth in the Client Relief Schedule, below. Notwithstanding the above,the total amount of all relief that would be due under this SLA will not exceed 5%of the fee for any one billing cycle. Issuing of such credit does not relieve us of our obligations under the Agreement to correct the problem which created the service interruption. A correction may occur in the billing cyclefollowingthe service interruption. In that circumstance, if service levels do not meet the corresponding goal for that later billing cycle,your total credits will be doubled,with equal relief being provided in that later billing cycle. Client Relief Schedule Targeted Attainment Actual Attainment Client Relief 100% • 98-99% Remedial action will be taken at no additional cost to you. 100% 95-97% Remedial action willbe taken at no additional cost to you. 4%credit of fee for affected billing cycle will be posted to next billing cycle 100% <95% Remedial action will be taken at no additional cost to you. 5%credit of fee for affected billing cycle will be posted to next billing cycle You may request a report from us that documents the preceding billing cycle's Service Availability, Downtime,any remedial actions that have been/will be taken, and any credits that may be issued. That report is available by contacting the hosting hotline through the support portal(s). Applicability The commitments set forth in this SLA do not apply during maintenance windows, Client Error Incidents, and Force Majeure. We perform maintenance during limited.windows that arehistorically known to be reliably low-traffic times. If and when maintenance ispredicted to occur during periods of higher traffic,we will provide advance notice of those windows and• Amendment-Pleasanton CA-Brazos-JW 11.18.19(2019-29730 11.15).doc