The following table describes the key metrics in our offerings but is subject to the more detailed descriptions and terms and conditions below.

2. General Terms

This SLA supplements the applicable Agreement (defined below). In the event of a conflict between this SLA and the Agreement, the terms of the Agreement control except with respect to the specific Service Availability Statement applicable to the product at issue.‍

3. Definitions

The following definitions and general terms apply to each of Pangea’s offerings described herein, but not others:

-Agreement means the applicable terms and conditions between Pangea and Customer that references this SLA, whether pursuant to a paid Plan, Subscription Order, a Master Services Agreement, or other mutually signed or agreed terms.

-Available Hours of Support means the hours per day and days of the week noted for each of the Services during which time Customer may obtain technical support for the Services.

-Available and Availability means that the Services have external connectivity that allows for reasonable use of the Services.

-Customer means the entity(ies) specifically named in the Order as the approved customer(s) of the Services.

-Emergency Maintenance means maintenance that is necessary for purposes of maintaining the integrity or operation of the Services, regardless of the notice provided by Pangea.

-Force Majeure Event has the meaning set forth in the Agreement.

-Infrastructure Provider means a third-party infrastructure provider of the information technology systems upon which the Services are built. 

-Scheduled Maintenance means certain periods when the Services may not be Available to Customer to permit Pangea or the applicable Infrastructure Provider to perform maintenance support services as provided in Section 4.3 below.

-User means an individual Customer employee or individual subcontractor who is properly authorised by the Customer to use the Services in accordance with the Agreement and the applicable Subscription Order.

4.Service Levels

4.1.Service Level. Pangea will use commercially reasonable efforts to make the Services Available to Customer at the percentage of time in any calendar quarter reflected as “Calculated Availability” in the Summary of Availability table in Section 1, subject to the exclusions below.

4.2.Exclusions. The service level in Section 4.1 does not apply to any non-Availability, suspension or termination of Services, or any other performance issues, directly or indirectly:

4.2.1. arising from the suspension or termination of Customer’s right to use the Services in accordance with the Agreement or a Subscription Order;

4.2.2. attributed to the acts or omissions of Customer or its affiliates or their employees, subcontractors, representatives, agents, or any User, including the improper configuration or use of the Services;

4.2.3. attributed to any actions taken by Pangea during Scheduled Maintenance in accordance with Section 4.3 or attributed to Scheduled Maintenance by any Infrastructure Provider;

4.2.4. caused by factors outside of Pangea's reasonable control, including any Force Majeure Event, failure of a Infrastructure Provider, information technology systems under Customer’s control, interruption or failure of telecommunications or digital transmission links, or hostile network attacks;

4.2.5. associated with the Services prior to their general availability; 

4.2.6. and/orassociated with the use of a free Plan or trial of the Services.

5.Scheduled Maintenance. Pangea will use commercially reasonable efforts to minimise any disruption, inaccessibility and/or inoperability of the Services in connection with the Scheduled Maintenance or other disruption of Services. Pangea will provide advance notice of any Scheduled Maintenance, except in the case of an Emergency Maintenance to remediate security related issues and except in cases where no downtime is required. Scheduled Maintenance shall not exceed the hours in a calendar month reflected as “Scheduled Maintenance” in the Summary of Availability table above. The maintenance window is reserved to address unforeseen circumstances where corrections are needed.

6.Not a Warranty. This SLA describes a policy relating to a service arrangement and does not create, amend, or expand any warranty under the Agreement or create a separate warranty of Availability or otherwise.