Entrilia will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage (as defined below) of at least 99.5% during any month of the year (the “Service Commitment”). In the event Entrilia does not meet the Monthly Uptime Percentage commitment, the Customer will be eligible to receive a Service Credit as described below. For purposes of this Service Level Agreement (the “SLA”), “Monthly Uptime Percentage” for the Services is calculated by subtracting from 100% the percentage of one-minute periods during the month in which the service instance was unavailable for Customer use, based on the total time in the month.
In the event that Entrilia needs to conduct Scheduled Maintenance, Entrilia will (a) give Customer at least 72 hours of notice via email of any scheduled downtime for the Services, and (b) make commercially reasonable efforts to minimize the downtime. For purposes of this SLA, Scheduled Maintenance means the period during which Entrilia is performing maintenance on the EntriliaServices, for which the Customer has been previously alerted as specified in the sentence above. Scheduled Maintenance is not considered Service unavailability for purposes of the SLA.